Senior System Specialist
Etisalat
Total years of experience :15 years, 6 Months
Implementing and operating IT infrastructure servers and operating systems in Linux, Solaris and other operating systems.
- Leading a team of offline service desk specialists to deliver high level of support to our customer.
- Reporting the team's performance to the upper management.
- Coaching and guiding the fresh team members
- I have been selected to be part of quality team for the online service desk calls and cases.
- In Etisalat: learned how to work in a big corporate that is one of the largest mobile operators in MEA area, if not the largest. With at least 10, 000+ employees, being the 1st line of support for in-house applications, vendor applications, operating system issue, printing services, ERP, POS and other departments and issues taught me to interface with different situations and different environment with different vision, especially with a programmer point of view. I’m proud to be the 1st and only member in Etisalat Misr’s 1st line of support who handles the inquiries through phone, Emails and live chat through MS Lync 2010 (Online, Offline and live chatting support) add to that the time management skills I learned from working on shifts, meeting deadlines, assuring SLAs at the same time doing my masters in Liverpool University.
- In IPMagix: worked on Cisco IP-Phones, enhanced my software designing, DB and Silverlight skills.
I’ve programmed: IP-Reminder, Guest feedback survey for Cisco IP-Phones.
I’ve re-engineered Phone-Lock, Stocks and Wakeup-Call.
I’ve participated in acceptance tests where we, my company and the customer, agreed to test certain scenarios to assure the delivered software specifications.
I’ve participated in programming ticketing & queuing software, windows phone 7 developments, windows Azure, and R&D of Visual studio 2010, responsible for TFS deployment, investigating LINQ vs. SQL, Microsoft Lync2010 and Microsoft Unified Communication.
I worked in establishing computer networks from scratch; stretching out cables, making face plates, fibre optic cables, configuring IP cameras, setting up maps for computer network elements' locations, testing quality of the connections.
and sometimes we were maintaining the existing network's infrastructure through analysing it to be able to detect the malfunction, document, and then fix.
besides working with AVAYA experts in the IP Phone system they had for the call centre. and working with network analysing spectrum tools.
modules studied: Academic writing Computer Structures (CT) Professional Issues in Computing (PI) Software Engineering (SE) IT Project Management (PM) Object Oriented Analysis and Design (AD) Object-Oriented Programming in Java (JV) Managing the Software enterprise (MG) Scheduled modules: Software testing and QA Management (QA)
Studied 4 years of computers science. Studied subjects like: computer graphics, computer networks, logic design, mathematics ( 1, 2 ,3), research operation, object oriented programming, computer structures, statistics and others. Graduation project was remote control framework, application of this framework was implemented on windows mobile 5 using the WCF.
