it support engineer
Amazon - Other locations
Total years of experience :16 years, 9 Months
1) Ensuring IT infrastructure and equipment runs at optimum performance, verifying that departmental Key Performance Indicators and Service Level Agreements (SLAs) are met on our site.
2) Supervising the day-to-day management of IT Technicians and Engineers, while coordinating and taking care of the availability of all IT equipment and infrastructure, while keeping continuous improvement of processes in mind.
3) Perform random site audits on technical infrastructure, ensuring consistency to the most up to date IT guidelines, as well as those for Health and Safety.
4) Liaise contractors and external suppliers; and also clearly communicate any technical issues.
5) Actively undertake project management duties.
6) Provide technical support/input, for team projects across Amazon sites.
7) Keep key partners informed of project progress, while maintaining project documentation. Remain committed to and focused on internal customers, delivering outstanding service.
8) Coordinate asset and inventory management, including checks and audits, always according to Amazon’s standards and processes.
9) Interact with suppliers, request quotes and purchase equipment in accordance with policies, budgets and operational demand.
10) Represent the IT department in Fulfilment Centres site meetings and conference calls.
11) Provide mentoring and training to technicians and other engineers, whilst acting as the technical point of contact for remote support teams.
1)Review and evaluate requests from engineers, managers, and technicians for system modifications.
2) Estimate costs for system or component implementation and operation.
Prepare system activity and performance reports.
4) Supervise maintenance of telecommunications equipment and servers.
5) Keep abreast of changes in industry practices and emerging telecommunications technology by reviewing current literature, talking with colleagues, participating in educational programs, attending meetings or workshops, or participating in professional organizations or conferences.
6) Develop, maintain, or implement telecommunications disaster recovery plans to ensure business continuity.
7) Test and evaluate hardware and software to determine efficiency, reliability, or compatibility with existing systems.
8) Provide user support by diagnosing network and device problems and implementing technical or procedural solutions.
9) Prepare purchase requisitions for server and computer hardware and software, networking and telecommunications equipment, test equipment, cabling, or tools.
10) Use computer-aided design (CAD) software to prepare or evaluate network diagrams, floor plans, or site configurations for existing facilities, renovations, or new systems.
11) Order or maintain inventory of telecommunications equipment, including IP-telephone sets, headsets, cellular phones, switches, trunks, printed circuit boards, network routers, servers, RADIO, wireless and cabling.
12) Monitor and analyze system performance, such as network traffic, security, and capacity.
13) Manage user access to systems and equipment through account management and password administration.
14) Instruct in use of voice, video and data communications systems, such as voice calls, Telemedicine systems and videoconferencing systems.
15) Inspect sites to determine physical configuration, such as device locations and conduit pathways.
16) Implement system renovation projects in collaboration with technical staff, engineering consultants, installers, and vendors.
17) Implement or perform preventive maintenance, backup, or recovery procedures.
18) Implement controls to provide security for operating systems, software, and data.
19) Document user support activity, such as system problems, corrective actions, resolution status, and completed equipment installations.
20) Document technical specifications and operating standards for telecommunications and DATA equipment’s.
21) Document procedures for hardware and software installation and use.
22) Work with personnel and facilities management staff to install, remove, or relocate user connectivity equipment and devices.
23) Consult with users, administrators, and engineers to identify business and technical requirements for proposed system modifications or technology purchases.
24) Assess existing facilities' needs for new or modified telecommunications and DATA systems.
25) Communicate with telecommunications vendors to obtain pricing and technical specifications for available hardware, software, or services.
26) Install, or coordinate installation of, new or modified hardware, software, or programming modules of telecommunications systems.
26) Analyze and governance system databases such as call records, recorded calls, billing information and all related DB’s.
• Establish systematic process(s) for managing all LD aspects such as cost, vendor, and capacity management inorder to minimize LD costs without scarifying the quality of services provided
.• Builds complex network cost models to demonstrate project ROIs. Structures the analysis results in acomprehensive and easy‐to‐understand manner.
• Properly prioritizes optimization projects taking into account financial impact and other relevant factors (e.g. complexity, network reliability)• Designs, develops, configures and sustains engineering support of VoIP network interfaces to the PSTN including; Soft switch, Application Server, Media Gateway, Session Border Controllers, etc.
• Work closely with business partners, network planning/engineering, and VoIP vendors to design future traditional/VoIP services and provide strategic and architectural issue resolution within the network.
• Develops standard configurations, procedures and guidelines for selecting, installing and deploying integrated solutions and platforms within the VoIP environment.
• Develops detailed testing documentation and thoroughly tests proposed solutions in a lab environment.
• Generates and execute test plans to ensure the correct implementation of VoIP/PSTN signaling and routing.
• Follows through issues with vendors for a timely resolution; verifies fixes delivered by vendors.
• Where necessary, plan for management or phasing out of legacy telephony systems and other switch‐based
technologies
• Provide Tier 4 support as needed toward the analysis and resolution of escalating troubles/issues from NOC support personnel.
• Coach and provide guidance to network telephony technical and support staff as needed.
• Identify, deploy, and utilize appropriate tools for reporting of telephony traffic on the network.
• Plan, document, test, and implement disaster recovery models at all levels of end to end telephony network.
• Provide off hours on‐call problem, build‐out and/or upgrade support.
• Keep abreast of industry and technology trends, available products and services in support of IP Telephony Performs a variety of tasks.
Working with Multi-brands system and vendors ( Cisco- Avaya - Huawei -Juniper - Polycom )
Planning, executing, maintaining, installing, operating, and fixing of communications equipments; comprising SONET & linear lightwave system, radio with stress on digital and analog microwave, and telephone controls & PBXs an IP PBX (AVAYA ). Skilled in computer.
Oversee the installation and maintenance of telecommunication systems. Hands-on work of setting up servers, routers, and modems. Setting up hardware and installing software. Also responsible for working with all departments within an organization in an effort to ensure that the overall system functions to its maximum potential. Addressing individual and departmental concerns, troubleshooting, and targeting weak spots in a company's telecommunication systems would also be a priority. Responsible for the following:
1-Maintenance of records on installation, repair, and replacement of parts and equipment
2-Identification of companies' telecommunication needs.
3-Research on the latest advances in telecommunication technology.
4-Consultation with vendors and salespeople to discuss new products and upgrades.
5-Development of a company's telecommunications policies Depending on the size and type of an organization.
6- Set-up of more advanced telephone and voice mail systems as well as e-mail systems for both internal and external communications.
7-Oversee these technologies: VoIP telephone systems, Voice mail, Network infrastructure and Fiber optic cabling.
-I used to be delegated for work as an Operation and Maintenance Director when my boss is on leave.
Industrial electronics and control
I have four certificates of merit from college and honor certificate and I got 6 development courses.