Ahmed Mohamed

- Perform 3rd level troubleshooting in all tickets related to Internetworks Problems Escalated by customer’s Service Desk/Incident Management in order to Fix the problems and find root cause for it to maintain customer’s Network operations.

- Provide support to all GCSC staff in relation to questions concerning Technical assistance, status of sub cases or existing processes for routers related issues.

- Develop and deliver technical training as part of expert community within Orange business services
- Highest level of IP networks technical escalation for service desk and incident management teams
- Open Cisco TACs and maintaining a direct channel with Cisco until problem resolution
- Scope of Troubleshooting includes the following :
- WAN Protocols: Frame Relay, ATM, Metro Ethernet, ISDN, PPP and DSL
- Routing Protocols: RIP, OSPF, EIGRP, IS-IS, BGP, PBR, and multicast routing
- LAN Protocols: VTP, VLANs, STP, HSRP, VRRP, and SPAN
- VPN Architectures: Overlay VPN and MPLS VPN
- Network devices: Cisco routers (C7600, ASR1K…etc), switches (Nexus 7k, Nexus 5k/6k, Cat6500, Catalyst Other (2xxx, 3xxx, 4xxx)), Wireless LAN Controllers (WLCs), and Access Points
- QoS - CoS - IPsec - GREs - ZBFs
- Provide technical assistance to all service desk staff
- Respond to customer’s technical inquiries
- Improvement of the Orange knowledge base
- Use all forms of training provided by Orange to keep up-to-date with existing and new services and technologies
• Acting as the highest level of technical Escalation for all IP and Internetwork Problems escalated by customer’s Service Desk in Orange Business Services.
• Handling and troubleshooting the most complex escalated IP problems
• Having direct interlock channel with Cisco through Cisco Technical Assistance Centre (TAC).
• Escalation point for Network Problem Expert Team.

1/07/2013 till now: Network Specialist Troubleshooting (Technical support level 2) at Orange Business services Egypt

Job description:

- Monitor the Network for customers and perform troubleshooting in order to detect the problem and solve it as per the service level of agreement

- Make Network analysis to the customer as to know (Top Talker, Top listeners, Bandwidth Utilization, Delay, jitter…..etc)
- To provide a professional first technical point of contact for the customer
- Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
- Provide updates as needed to the customer in order to meet performance objectives.
- To ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process.
- To perform technical escalations in line with company procedure.
- To monitor systems, customer network secusrity and products, and deal with alerts and events as appropriate.
- To liase and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate.
- Document all troubleshooting and a case management actions via the electronic case management system.
- To conduct initial diagnostics and undertake basic fault diagnostics to resolve where possible, customer faults .

Job description:
- Provide users (first line of support) with the right solution and highlight the products benefits adhere to the SLA between helpdesk support team and first line of support.

- Act as a first line of support to all VF Egypt internet users inquiries (technical / billing) Respond and solve all Vodafone Egypt internet customer inquiries.

- Follow up with third line of support to make sure that all escalated problems will be solved in the appropriate time.

- Help end users in setup and fix applications (Microsoft & Cisco products) from our side remotely or by creating a trouble Ticket assigned to third line using Remedy.

- Troubleshoot and resolve end users problems remotely using (remote assistance or remote desktop).

- Escalate and communicate user’s problems to the 3rd line of support.

- Contribute in the testing and training of the new products and patching level in order to support them.

- Train the first line of support team on the new products to the extent that helps them delivers their role as a first line of support.

- Maintain and administer computer networks and related computing environments including systems software. Performing all possible technical troubleshooting steps to solve the problems and service requests. Ensure that all incidents are solved within the agreed SLA.

- was also a Team Member in Account management Team which was responsible for creating, troubleshooting, Enabling and Disabling for all Accounts, Service Accounts, Mailboxes, Distribution Lists, RSA Tokens from Active Directory for all VF Egypt internet users within an agreed SLA and to insure to solve assigned Trouble Tickets assigned to our Team

Orascom construction industries
Completed summer training program at
BNP project. (training)

Egyptian Atomic Energy Authority
Completed training in Microcontrollers’
Design Applications (training)
Courses: Circuit Design
Programming
Application example
Practical Project (Security
system)