Elio Aouad

August 2016 - Present: IT Services Manager | Servcorp

• Indulging into enquiry calls to assist the Sales Managers in confirming the sales.
• Controlling and monitoring the systems’ performance.
• Coordinate priorities between the IT department and Servcorp Team.
• Recommends any enhancements or new strategies.
• Maintains quality service by establishing and enforcing Servcorp’s standards.
• Seeking new IT projects with Clients.

April 2012 - Present: Senior IT Services Engineer (Middle East) | Servcorp

• Member of a telecom engineers team responsible for design, implementation, troubleshooting and 1st/2nd level escalation support.
• Implement low-latency queuing to provide a quality-of-service (QoS) mechanism for voice traffic traversing across the WAN between corporate and remote locations.
• Responsible for maintaining firmware upgrades for Cisco routers, switches, voice gateways and software patches on voice servers when applicable.
• Performed migration and upgrades of different networks operating systems platforms.
• Migrated Cisco Call Manager and Unity 4X system to Cisco Communications Manager 7.1.5 built on new MCS-7825 servers to support data migration.
• Analyze and correct network troubles and performance issues.
• Maintain Cisco Router and Switch configuration, update and change configurations depending on corporate requirements and documentation.
• Interface with various Telcos & ISPs for Data and Voice circuit testing and turn up.






February 2010 - April 2012: IT Services Engineer (KSA, Lebanon, Kuwait, Turkey) | Servcorp

• Troubleshooting and problem resolution of elusive customer network difficulties.
• Designing and implementing local area networks for multiple customers.
• Performing Troubleshooting end-to-end between various sites across the Middle East region.
• Provide training to staff for new location on Cisco Unified Communication Manager (Call Manager & Unity system 4.x, 7.x)
• Troubleshooting Windows 2003/2008 Servers and streamlining the user policy.
• Installing and configure Cisco Layer 2 & layer 3 Switches.
• Performing a clean installation of Domain Controller server, windows 2003/2008.
• Managing infrastructure installation services including network facilities, Cable Plant, and perform installation of Voice and Internet devices.
• Purchasing Hardware and Software from different vendors.

February 2009 - January 2010: Network Operation Center Engineer | Cedarcom Broadband

• Managing and maintaining the company monitoring system through reporting on the status and performance of company network, DSP & ISP services and facilities.
• Managing networking equipment and applications based for networking products (Routers, switches, P2P, CPEs using variety of network monitoring tools).
• Configuring Windows Server 2008 and managing Active Directory, accounts, groups, users, etc …
• Testing and evaluate new equipment before it is introduced into the network.
• Supporting the company’s wide area network (WAN), and a segment of a network system.
• Performing data backups and disaster recovery operations.
• Diagnose, troubleshoot, resolve hardware, software and replace defective components when necessary.
• Monitoring network to determine whether adjustments need to be made, in order to determine where changes will need to be made in the future.
• Daily reports and follow up on pending problems.

June 2008 - January 2009: Corporate Customer Care | Cedarcom Broadband

• Monitoring Traffics and MRTGs graph flow status, Base Stations, Point to Points, International links status and traffic, Bandwidth consumption traffic, Internet and Connection equipments, Servers, User sessions.
• Troubleshooting special account of VPN access.
• Troubleshooting and testing corporate connections, ticketing and follow up with other departments to guaranty the best performance and customer satisfaction.
• Computer assembly install and troubleshoot hardware peripherals disassembly such as hard drives, optical drives, network cards, printers, scanners, Routers, Switches and Hubs