Technical Support Engineer
IBM Egypt
Total years of experience :18 years, 5 Months
Project : Mobinil, IVR support.
Technology/Tool : Windows Server 2003, Unix, Geneses GVP, MobiNil-Interactive Voice Response (IVR)
Project Description : Supporting all MobiNil-Interactive Voice Response systems located in MobiNil sites (El-Obour, El-Sawwah & 6 October) that arrange and redirect customer calls through programmed selections, and its sub-systems are:
• IVR 110 for customer services
• IVR 250 for Billing
• IVR 300 for MobiNil Promotions
• IVR 2300023 for Landline Customer Services.
Responsibilities :
-Build and install full IVR system from scratch, and configure its components and servers.
-Setup and configure windows server 2003 as a domain controller.
-Configure the network settings for the client machines to join the domain.
-Maintain the application hosting 40 servers with regular checks and cleanups.
-Monitor the resource manager and ensure that it is balancing the calls between the RACs.
-Ensure that the number of calls is balanced between IPCS in the same RAC.
-Make sure that the JSP servers are up and running.
-Configure storage mirroring.
-Replace and configure hardware components.
-Familiar with hardware tools like Servers, VoIP, Networking and Telecommunication devices.
-Managing and Maintaining the Servers, PC’s, Routers and Switches.
-Configuring, Managing and Maintaining Networking Equipments.
-Network processing, centralized and distributive network connection.
-Installing, configuring and administering network technologies.
-Installed and configured workstations for IP/IPX based LAN.
-Installed and configured DHCP Client/Server.
-Security administration port security on switch and IP security on Router via Access list.
-Created and deployed desktop images using Symantec Ghost 10.
- Maintenance of all IBM machines.
- Maintenance of all HP Printers.
- Troubleshooting / fixing software and hardware problems.
- Troubleshoot issues raised by customers and arrange for scheduled visits to customers' locations for issues require on-site support.
- Provide support services to Gulf of Suez Petroleum Company (GUPCO) as per existing service contract/agreement for PC's and Printers.
Hardware Maintanance