Muhannad Qadri Kalbouneh

Technology Services Management

A competent innovative technology leader with over 18 years of experience in Telecom and Information Technology Management, Service Planning, Operations Management, Project Management, Managed Service in Operators and Service Providers, Mobile Operators Start up Experience, Technology Services Management, Digitization and IT Management

Active Mind, Putting New Perspective, Can Easily Identify Gaps and Propose Solutions, Passion and Creative

Specialties: Telecom, Operations Management, Mobile VAS, Project Management, ITIL, Hosted Services, Managed Service Governance, Process Development, Service Management, SLA -Service Level Development and Management, Mobile Technology Solutions and Product Life-cycle Management, IT Management

UAE +971 - (55) 990 - 6808



See what I studied and where I gained valuable knowledge to start my professional career

Kharkov National University of Radio Electronics - Ukraine

Master of Science in Engineering - Computer Intellect Systems and Networks

1994- 1999

Muhannad.Net Kture

Areas of Experience

A concise list of some of the most valuable professional skills I possess. My tricks of the trade and what I can bring to the table.

Mobile VAS Expert 

 Technology Operations Management

 Product Life-cycle Management

 Customer Support and Happiness

 Mobile Solutions Management


 Vendors and Suppliers Governance

 Availability and Capacity Optimization

 SLA & KPI Development & Management

 Tenders and RFP Management

Hosted Services Management

Managed Services Governance

Team Leadership

Research & Analysis

Polices & Process Development

Startup Launch

Strategy Management

Innovation , IoT and NFV, Smart Home

Network Operations Center Management

Digital Marketing 

  • Technology Operations Management
  • Mobile Solutions Management
  • Network Operations Center Management
  • Hosted Services Management
  • SLA & KPI Development & Management
  • Team Leadership
  • Project Management
Technology Operations Management

Solid Experience in technology Operations Management started by operating the IT services, ISP solutions, Telecommunications platforms were end to end operations taken care and proven success in KPI improvement and full optimization of the process , cost reduction and compliance with international standards 

Mobile Solutions Management
Network Operations Center Management
Hosted Services Management
SLA & KPI Development & Management
Team Leadership
Project Management

Muhannad Kalbouneh Innvation    

The Languages I can speak 

Work Experience

Explore my professional history and get to know the companies I worked at in addition to roles managed  

  • International Experience in ISP and Telecommunications companies
  • Ability to manage, coach and lead the team to achieve organization objectives
  • Ability to understand emerging technologies and services and operate efficiently
  • 2 years network operations center management for fixed and mobile services
  • 9 years Mobile Value Added Services operations and management
  • Excellent skills in Solutions Life Cycle Management
  • Service Delivery and project management starting with idea, gathering requirements, RFP, Service design and architecture, planning , implementation, testing and acceptance, handover to operations, service operations
  • Building efficient active service testing solution, dashboards based on SIGOS
  • Optimize and tune service monitoring dashboards to provide faster service fault identification and resolution
  • Develop, improve and optimize Fault Management process
  • Efficient vendors, partners and suppliers relationship management, technical interactions, setting  service level agreements and KPIs
  • Experienced in managed services governance, contracts and management
  • Thorough service verification and testing skills during project launch phase , ability to simulate the customer experience
  • Ability to challenge existing modules, processes and propose efficiency
  • Ability to optimize operational service level agreements to fulfill platform supportability
  • Support TL9000 ISO audit and certification preparation, compliance and completion by documentations, recording and meeting requirements
  • Microsoft Hosted Messaging and Collaborations  Cloud Management and Operations
  • Business Continuity Management
  • Budget, Purchase Order –PO  management and GSRN payments, cost optimization and negotiation
  • Special event preparation and management
  • Technology Infrastructure  and complex networks – solutions management
  • Ability to translate organization objectives into service and deliverables
  • Customer support, happiness and customer complains handling
  • Focus on quality and attention to details
  • Mastering operations standards, frameworks and management
  • Cyber security penetration tools and technique
  • Service Management based on IT Infrastructure Library - ITIL

Soft Skills 

  • Ability to learn, explore, adapt and achieve
  • Ability to observer, evaluate, identify the gaps, propose improvements and make the change
  • Ability to generate valuable reports with numbers, track issues, follow-up, organize and categorize in a way to simplify and clear objectives and setting direction
  • Coach, motivate, lead, facilitate, develop, inspire, the team and build productive environment
  • Balanced between management, tasks, organization activities, volunteer and personal life
  • Ability to go beyond the scope, innovate, think out of the box, generate new ideas and create new value  

Training and Certificates 

 ● Intro  to Digital Marketing - Digital Garag with Google 2017 UAE

● Penetration testing & Security Analytics - January 2017 UAE

● SIGOS SITE User - Active Telecom Services Testing - June 2016 Germany 

● TL9000 Audit - 2015 UAE

 School Of Leadership – Manager’s Development Program - du-ILM 2015  UAE

● First Aid HSE 2015 UAE

● Train the Trainer 2015 UAE

Rich Communication Services - RCS 2015 UK

 Project Management Professional- PMP Training , 2013 UAE

  IT Infrastructure Library (ITIL) v3 PPO, 2013 UAE

 TL9000 - Quality Management Tools, 2012 UAE

  IT Infrastructure Library (ITIL) v3 SOA, 2012 UAE

 RCAT - Root Cause Analysis Technique, 2012 UAE

 Strategy Management, 2012 UAE

 IT Infrastructure Library (ITIL) v3 OSA, 2011 UAE

 Thinking Tools Training, 2011 UAE

● IT Infrastructure Library (ITIL) v3 Foundation 2010 UAE

 Ericsson MSDP 2010 UAE

 Nokia Charge@Once – 2009 UAE

 Business Writing – 2009 UAE

 Microsoft Exchange 2007 – 2009 UAE

 Intellisync Nokia Mobile Suite workshop – London 2007

 Blackberry Support – UAE 2007

 Project Management Professional - PMP training – UAE 2007

 Microsoft Hosted Messaging and Collaboration - HMC 3.5 Workshop – Microsoft -UAE 2007

 Microsoft High Availability Messaging- Deployment and Operations- Microsoft -UAE 2007

 Dilithium Video Gateway – UAE 2006

 Mobile Portal and Service Delivery Platform – Volantis Administration – UAE 2006

 Mobile Streaming- Content creation with Helix mobile producer v11- Real Networks - UAE

 Helix mobile server administrator v11- Real Networks – UAE 2006

 Microsoft Security Workshop- New Horizons 2005

 Tru64 Cluster – Tru64 UNIX System Administration- Jordan 2004

 Project Management –Jawwal 2003

 Building Network Security in Windows and Cisco systems –NIIT 2003

 Redhat Linux Administration 8.0 –Jawwal 2003

 Microsoft Certified (MCSE) (MCSA) (MSP) (MSCS) - 2003

 Cisco Secure PIX Firewall Advanced (CSPFA)

 Cisco Certified Network Associate (CCNA)

 Windows NT 4.0 Server and Networks -2000

Muhannad Kalbouneh Certificates  

Products Delivery and Projects

  • Data Center Startup
  • Hosted ISP Service Upgrade
  • Data Cards Service
  • NOC Active Testing
  • IPTV Visual Monitoring
  • Mobile VAS Unified Solution
  • Mobile VAS Services
Data Center Startup

In 2001 My first project was to start building the network services infrastructure which was successfully built during the start up time, as an expert and certified Microsoft products and Services, I have Successfully Planned, Launched & Managed Jawwal IT Corporate Services including All Microsoft products, Domain Controllers, SSO, Enterprise Antivirus, Proxy, Security, Terminal Services, Domain Polices, Monitoring Tools, WEB-IIS & Email Exchange Messaging Platform

Hosted ISP Service Upgrade
Data Cards Service
NOC Active Testing
IPTV Visual Monitoring
Mobile VAS Unified Solution
Mobile VAS Services

Places I have worked in and achieved deliverable  

ICT Consultant  - Freelancing - (2017-Present) –UAE -Dallas- Nablus

● Technology and Telecom Services Consultancy 

 Managed Smart Home Produces, Corporate Operations Process

 Managed Services Online Sales and Product Digitization 

 Managed The Operations of Healthcare Service 

  Managed The Operations of Healthcare Service 

  Business Operations Process Development 

  Project Management 

Senior Manager – Services First level Operations du  EITC– (2015-2017) –UAE -

Responsible for Mobile and Fixed Line Services First level Operations Management


  Manage Network Operations Center (NOC) Services 24/7, Ensure Service Issues Identified Quickly and Recovery Process Start Soonest, Escalate and Support Customer Complaints

  Successfully Introduced Automated Smart Active Testing Tools That Designed to Perform Full Services Testing From 3 Times in 1 day to 64 Times Which Reduced The Time of Fault Identification and Recovery

  Successfully Developed Tool to Improve IPTV Visual Monitoring by 90%

  Optimize Day to Day Operations by Automation and Utilizing all Available Resources

  Manage the Monitoring and Support of Business Applications including IPTV, International Voice Gateway, Voice Services, VAS, Roaming, Call Center Services and Other Platforms

  Contribute to organization and department with 60+ Innovative ideas




Senior Manager – Mobile Value Added Services (VAS) Operations du  EITC– (2009-2015)

Responsible for mobile VAS services operations management and managed services governance


  Achieved Excellent Services Availability and Stability from 99,97% in 2014 to 99.996% in 2015

  Successfully Achieved Operational Cost Reduction of 24%

  Proposed Full Service Transformation Initiative and Approved By Executives for Implementation

  Develop the Operations Strategy, Objectives and Goals According to Company BSC

  Support Technology & Internal Units in Successful Implementations & Integrations of New Services into Production

  Successfully Managed Service Provider Relationship , 3rd Party Vendors & Partners Governance

  Maintained Services and Infrastructure Quality as per the World-Class Standards

  Improved Day to Day Operations & Support Activities and Processes

  Enhanced Service Reliability by Analyzing New Changes, Implementation Risks Identification and Efficient Handover Before Service Launch 

  Track and Control Projects Delivery and Handover to Operations

  Maintain and Manage Services  Scalability,  Capacity, Availability, Quality, Change, Fault, Optimization and Customer Support 

  Full understanding and management of below mobile VAS Products:


  Data Services including WAP, SIM Portal, Mobile TV, STK, Mobile Device Management

  Messaging Services including SMS, MMS, Gateways, Message Transfer Agents, Bulk Messaging, Number Portability, SMS Anti-Spam, Campaign Management Platform, Reporting Services &SMS Short Codes

  Voice Services including Caller Ringtones, Missed Call Notifications, Voice & Video Mail


  Design Short Code Service Provisioning Integration and Automation

  Introduce Service Level Agreement which is Covering Business Requirements based on Detailed KPIs

  Manage the Managed Services Migration from Ericsson to Huawei

  The SPOC for TL9000 Certificate in VAS

  Manage the Plan to Migrate Distributed Platforms to Unified Platform to Optimize the Operational Cost and Enhance the Efficiency

  Manage and Support the Launch of Multiple Products and Upgrades to Production in Implementation  and Operations Readiness


Senior Engineer - Unified Data Communication du  EITC– (2006-2009)-UAE

Mobile Data Service Planning, Creation & Project Management


  Significantly Increased Service Reliability by upgrading & maintaining Microsoft Hosted Services including Messaging, Collaboration, Web & Databases

  Successfully Launch du first 3G Mobile Data Cards

  Software Design & Push E-mail Products Launch

  Interactive Cell Broadcast, Services Delivery Platform & Location Based Service Evaluation

  Unified Data Communications Technology & Products Research

  Manage Mobile TV Service Design


VAS Solutions Engineer: TECOM - Dubai Internet City (2005 -2006 )-UAE

Plan and Operate ISP Hosted Services based on Microsoft Hosted Messaging & Collaboration (HMC)


  Manage Hosted Services, Solutions, Infrastructure & Reporting

  Operate Microsoft Hosted Exchange, Web Hosting, SQL Hosting, Solution Management, Provisioning System, Hosted infrastructure & Reporting Service

  Enhance Hosting Design, Operations Management, Performance, Customer Support, Availability & Scalability

  Successfully Upgrade the Solution from HE2000 to HMC



IT Services Head of Unit: Palestine’s Cellular Communications-Jawwal (2001 -2005) Palestine

Information Technology Infrastructure Services Launch, Planning & Operations


  Successfully Designed, Implemented & Launched IT, Business & VAS Infrastructure Services

  Developed, Optimized & Operated ICT Data Center

  Successfully Planed, Launched & Managed Jawwal IT Corporate Services including All Microsoft products, Domain Controllers, SSO, Enterprise Antivirus, Proxy, Security, Terminal Services, Domain Polices, Monitoring Tools, WEB-IIS  & Email Exchange Messaging Platform

  Introduce & Maintain Process, Procedures, Policies & Audit

  Supported IT, Finance, Business & VAS Applications Infrastructure


  Planning, Implementation and Operations of below Projects:

  Successful Call center applications migration from standard PC to Centralized Terminal Services, Applied Corporate Policy

  Unify all Corporate Users Accounts as Part of Single Sign On to Access All Systems using Single Account 

  Planned, Implemented and Corporate and Internet Antivirus Solutions 

  Introduce Blade Servers and Migrate Core Services To the Blade Servers



Systems Administrator: Palestine Telecom –Paltel (2000 -2001) Palestine


  IT Core Services Administrator & Successfully Upgraded the Core IT Services

  Microsoft Windows NT& 2000, Exchange 5.5 & Proxy Administrator

  Hardware, Network & Software Technical Support



Computer Engineer: Nablus Municipality (Sept/1999 –2000) Palestine


  Technical Support for IT Servers and End Users

  Manage & Operate Novell & Windows NT Servers

  Hardware & Software Technical Support, Applications Deployment & Operations 


Muhannad Kalbouneh Awards  

  • Health and Safety Champion
  • Innovation Excellence Program
  • Employee of the Month
  • Department Spot Award
  • Certificate of Appreciation - Emergency Coordinator
  • Exceptional Performance
  • Certificate of Appreciation - Emergency Coordinator
  • Innovative Ideas - Customer Experience Improvements in Retail Shop

Volunteer Work 

Support Google Maps to Enrich New and Accurate Content on Google Maps, Provide Suggestions For Improvements for Business Owners and Part of New Products Testing

Muhannad Profile  

LinkedIn profile 

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