Ibrahim Dwidar

Responsibilities:
Supporting platinum customers (Mining, Petroleum, Air Transport, Manufacturing, Banking, Pharmaceutical and Shipping Industries):

Refining, Mining, Petroleum and Petrochemical:
BHP Billiton:40000+ IP Phones, 70 VGs in Huge Mega-Cluster Deployment covering all APA region
Air Transport:
SITA: 6000+ IP Phones, 60+ VGs distributed in 3 Clusters and covering many sites in different regions (NAM, EMEA, APA).
Manufacturing:
Philip Morris International: 55, 000+ IP Phones, 1200+ VGs distributed in 4 Clusters and covering 130+ sites across more than 80 countries.
British American Tobacco:2000+ IP Phones, 20+ VGs, 200+ UCCX/IPCCX agents in Australia.
Agilnet:40+ Telepresence rooms of different models distributed across many countries.
Banking:
World Bank: 40, 000+ IP Phones, 220+ VGs distributed in 3 Clusters including 1 Mega Cluster across more than 70 countries.
Pharmaceutical:
GlaxoSmithKline (GSK):28, 000+ IP Phones and 200+ VGs distributed in 3 Clusters worldwide and 150+ IPCCX/UCCX agents in Australia.
Shipping:
A.P. Moller (Maersk):9000+ IP Phones, 260+ VGs and 2400+ IPCCE/UCCE agents distributed in 4 clusters across 50+ countries and still growing.
Achievements
Leading a (S.W.A.T team) dedicated for A.P. Moller (Maersk), succeeding in solving many of the customer critical issues which result in customer’s full satisfaction anddecision to migrate the rest of their sites to the new system under Orange support.

Responsibilities:
• Supporting Cisco Multi Services (MS) and call control modules.
• Troubleshooting Cisco worldwide partners’ and customers’ VOIP components’ problems including CUCM, CUCME, VGs, Cubes and IP Phones.
• Configuring and Troubleshooting VOIP protocols including SIP, H323, MGCP, Skinny, FAX over IP, analog and digital lines ( E1/T1 R2, ISDN PRI/BRI, QSIG).


Achievements:
• Effectively ensured timely response and resolution of cases in accordance with Service Level Agreements.
• Successfully identified and resolved critical problems for large and VIP customers such as Norwegian defence, Indian defence and Royal Bank of Scotland.

Responsibilities:
Implementation and support for Major customers (Telecommunications, Airline Services, Banking and Hosted Call Centers Industries):
Telecommunications
Vodafone : Routing Vodafone Calls over the Data network to Hosted call center, integrating the Hosted’s call center CUCM with Vodafone Nortel Switch and deploying the Vodafone IP IVR and ICM scripts on the IPCCE/UCCE call center system to support more than 500 agents.
Etisalat: Implementation of IPCCX/UCCX solution and integrating it with existing CUCM server for 50+ agents.
Airline Services:
Egyptair: Implementation and Support of IPCCE/UCCE solution and Etalk Voice Recording System covering more than 600 agents for more than 14 sites in different countries.
Banking:
Credit Agricole Bank: Implementation of Qfiniti-Etalk IP Voice/Screen Recording solution and integrating it with the existing Cisco IPCCE/UCCE solution for more than 150 agents.
Hosted Call Centers:
ECCO: Onsite support for the Customer, maintaining, troubleshooting and solving problems of CUCM, IPCC, IP IVR, VGs, CDR, Outbound dialer, Webview Reporting, and Etalk Recording system for solution running 24x7 with more than 2000 agents and availability almost 99.9%.


Achievements:
• Successfully supported ECCO to acquire global contact center’s certification (COPC certificate) by rectifying major problems affecting reporting and the Service Levels delivery.
• Effectively reduced the running cost of internal developers’ voice application labs by 75%, by designing, implementing and configuring centralized lab for all international branches and sites including all UC applications, servers and VPN’ connectivity.

Responsibilities
• Designing, Implementing and troubleshooting of Data Network.
• Designing, Implementation and of Cisco IP Telephony solutions (CCM, VGs, Cisco hard phones and soft phones).
• Configuring and troubleshooting VPN and other security features on Cisco PIX Firewalls, Cisco ISR routers and ASA.
• Customer liaison and conducting initial contacts.
• Customizing solutions and preparing quotations and tenders.
• Managing maintenance contracts and coordinating with Cisco.


Achievements:
• Successfully exceeded a data/voice network project delivery time by 45 days for American International Schools (AIS) with less than half the staff budgeted, resulting in customer extreme satisfaction and engaging in yearly support and maintenance contract.