Ahmed Mabrouk

My Job includes the following aspects for corporate users (Cisco) and call center users (Avaya):

1. Handles customer requests and needs by converting verbal requests into technical configuration
2. Conducts capacity planning and design for infrastructure
3. Orders new equipment from suppliers and vendors
4. Upgrades of system’s soft ware and hard ware
5. Works hands on with CM, CMS, AES, Genesys and IR platforms
6. hands on experience with VDNs, vectors, Skills etc
7. Ensures business continuity and maintenance through disaster recovery plan
8. Resolving system chronic problems with vendors
9. Integrates other vendors and technologies like Active Directory, Siebel and Witness recording
10. Provides strategic distribution of calls as per the demands of the customers
11. Checks new technologies and validates our correspondent needs
12. Plans for major soft and hard migrations
13. Responsible for core environment design for telecommunication setup ( raised floor, firefighting, ventilation, air conditioning )
14. Follows up with approval of plans for data rooms and machine rooms
15. Checks the setup of network and switching , VLANs and the configuration of ports
16. Acts as pre-sales for my internal customers

My Job included the following aspects for customers :
1. Ensured smooth running of all Voice services
2. Demonstrated knowledge and awareness of IPT platforms like Cisco, Avaya and Nortel
3. Troubleshoot IPT related issues across LAN and WAN
4. Majored in switched voice through providing DTFN ( Domestic Toll Free numbers ) and UIFN ( Universal International Free Number )
5. Conducted case audits and ensured Service Level Agreements were being implemented correctly
6. Trained new employees

I was dedicated to GLA Team ( Global Large Account) customers. This team managed the connections and “IPSec, packeteer” services for very high profile customers like ALCOA, Ernest & Young and Dow Chemical.

My Job included the following aspects:
1. Monitored, troubleshoot and isolated the fault affecting the customer whether L1, L2 or L3 (WAN or LAN). Referred the faults to the correct entity “Telco”, “Orange Field Engineers”, “core routing team” or “security team”
2. Followed up on all the entities to assure fault resolution in a minimal time and escalated when necessary
3. Provided regular updates for the customers and reason for outage
4. Dealt with different Telecom providers as AT&T , MCI, Verizon etc.

My Job included the following aspects:
1. Installed the physical layer of the customer’s network from his site to the nearest exchange where our equipment was present
2. Verified connectivity of L2 and L3 (via TE network)
3. Enabled remote configuration on routers for remote access
4. Installed microwave Links and GPRS modems
5. Implemented “value added services “including VoIP Gateways and IP Cameras
6. Ensured customer satisfaction and acceptance of the service “VPN or Internet “and consequently set the start of the billing date.
7. Configured CPE and got them ready for deployment at customer premises
8. Trained new employees

My Job included the following aspects:
1. Troubleshoot the faulty connection for the customer and isolated the fault “Telco or network"
2. Worked on its resolution to achieve customer satisfaction within an optimum time frame
3. Dispatched field engineers and guided them through a faster fault resolution time

My job was to demonstrate the Car and convince potential clients with it through visual inspection, selection of optional items and eventually finalizing the deal