أحمد يوسف

- Implement Avaya Aura solutions including (Communication Manager CM, Session Manager SM, System Manager SMGR, Presence Services PS, Utility Services US, Application Enablement Services AES, Avaya Aura Conferencing AAC and Session Boarder Controller SBC).
- Implement Local Survivable Processors LSP’s and install G430/G450 media gateways.
- Implement Avaya Call Center reporting and recording Solutions including (Call Management System CMS & Avaya Call Recorder ACR).
- Deploy SCOPIA Video Conferencing solution (Scopia Desktop, MCU, iview management Pathfinder and XT endpoints).
- Integrate Avaya PABX with other vendors (CISCO, Skype and Siemens) using standard protocols (SIP & H323)
- Deep understanding of IP Telephony and IP network regions architecture, meeting best practice designs and implementations.
- High level trouble shooting and error tracing skills.
- Contribute in building technical team knowledge base.
- Attending IP Telephony projects meetings to ensure integrity of projects lunching.
- Prepare IPT Projects related documents for project completion and delivery.
- Provide professional and expert advice on products and services to customers and business leads to other units to ensure that business opportunities are realized.
- Follow up to Ensure quality control and a smooth process flow for different kind of requests.
- Visit customers on regular basis to strengthen business relationships, ascertain customer needs and extend proper service.
- Receive customers complaints and address their requests in a timely manner.
- Comply with internal audit requirements in line with the policy guidelines, to ensure high standards of uniformity and consistency across the organization.
- Handling customer complaints and resolving them tactfully.

- Execute and contribute in implementing ISO 9001.
- Monitor quality objectives and performance measurements.
- Conduct diagnostic analysis for identifying and mapping work processes.
- Document SLAs/OLAs for improving communication among all Stakeholders.
- Perform Internal Quality Audits to verify compliance of Quality Management System as per guidelines.
- Cooperate and join Telecom team in installing and configuring Avaya Aura Communication Manager full solution to enhance the technical part of my job.
- Attended Avaya Solution Designer (ASD) workshop to design a full voice/data solutions and offers as a part of presales job.
- Gain a new experience in Installing and Configuring Polycom Video Conferencing Solutions which aids in executing new projects.

- Site survey at the customer premises.
- Installing and programming Avaya (Nortel) BCM series PBX's (Business Communication Manager) and PBX applications- Contact Center, Contact Center Reporting, Auto Attendant (Custom Call Routing), Unified Messaging (Fax and Voice Messaging), VoIP Trunking, H323 and SIP protocols Implementation.
- Design and Implement low level Design and high level design LLD/HLD architecture.
- Install and configure Digital & IP phones.
- Connect multiple PABX’s back to back or remotely using standard protocols.
- Technical Support after Sale & installation.
- Apply telephony applications as customer requirements.
- Give technical suggestions to aid customers in business progressing & development.

- Provide after sale support for technical problems.
- Troubleshoot products and services to the customers.
- Coordinate between the working team (technician, departments and whoever supplies etisalat services) and the customers.
- Provide right products and services for customer Depending on their requirements.
- Customer Care Training based on ISO 10001 and ISO 10002 among etisalat.

I was working as a Sales Engineer and we were selling IP Telephony, Network Solutions, Contact Center Solutions and IP TV.