Joe Majid Kaddoum

Handling DataCenter survey visits with potential customers explaining the latest technology used.
•Configuring and administrating the intelligent Datacenter Infrastructure Management tool (Imvision).
•Helping Ooredoo Datacenter in achieving and updating yearly the ISO 20000-1:2011 Certification for Excellence in Information Technology Service Management Systems.
•Deploying and maintaining Windows server update services for customers and internal servers.
•Upgrading the main monitoring tool and Backup servers without interruption of the service.
•Managing a team of 15 operators from different nationalities and culture while providing a 5 stars customer service with breach free.
•Supporting Sales and Presales Team with technical presentations, POCs and contract.

Responsible for monitoring and surveillance, incident management and resolution technical support, working with a variety of monitoring and reporting tools to provide top quality support services for the customers.

Based on a 24/7 rotation shift, I was the first point of contact with the customer to maintain the availability of the network/system platform with minimum to no outage, and to follow up on every incident till resolution, using the BMC remedy tool, based on the SLA agreed.
•Migrating RSA Authentication Manager from 7.1 to 8.1
•Create batch files and task scheduler to facilitate the monthly data collection process.
•Create VMs, Install and configure Windows Server 2012, and windows update.

Teltac Worldwide is a leading provider of international voice connectivity and solutions to telecom-related businesses.