khaled Abdallah El Sheikh

Responsibilities
 To handle and follow up for all escalated issues that were sent to Avaya during the whole Avaya call center Migration project.
 Setting Goals and Objectives and made score card for My team members in order to enhance their performance during each half and to be able to set expected bonus and annual increase per engineer every year
 Responsible for Internet Service on all our Branches in Iraq and to choose best ISP from Quality and Prices perspective
 Working on Enhance our Internet service and our Laptop inside the three branches of our company
 Working on all IT Projects \[ CCTV Projects - Network and Security Projects \]
 Preparing the PAC and FAC for all our projects and make profiling for all our projects.
 Working as Pre-Sales engineer for all new Voice Projects and IT projects that related to Iraq Region
 Working on adjusting Quote between vendor and customer by putting additional selling price for our company according to our Sales equation.
 Responsible for hiring all needed staff during our projects, especially the project with operation contract.
 Sending a weekly reports to the customer to show for them our achievements during each week
 Working on a Presentation to our top management which shows all team new achievements and Major resolved issues / new knowledge transfers and send this report every Quarter
 Working with top management on setting plan for the training to our team to keep them aware with all the new technologies even for Avaya - Cisco - HP - Microsoft Voice Products \[ Lync \]
 Working for all new Projects from the design phase till finalize it and make it operational
 Working on setting SLA for all our current customers and all new customers
 Creating KEDB \[known error Database\] for putting all recommended actions and documents for any Major issue.
 Preparing High level design and Low level design documents for the whole servers and their integration with each other’s.
 Working as level 2 escalation for all our customers
Additional Project Manager & Operation Tasks :
 Arrange daily Meetings with ZAIN customer to follow up on the delivered features /Check all the UAT test results / all the obstacles in the project.
 Attend meetings with ZAIN Top management to discuss and present our project and operation status
 Arrange a meeting between technical Teams in Kuwait / Dubai / Iraq to share all the new project details and our majors issues that we need to focus on it and finished it during every week.

Responsibilities
Technical Responsibilities :
- To deliver all the features for each server requested by the customer.
- Working with Dubai Consultant Team for Auditing all the Avaya system and servers to make sure that we don’t have any capacity issues which can be obstacle for us after launching our Avaya Red product.
- Working with Kuwait Implementation Team to install and deliver all the requested features from ZAIN customer for all the products
- Fixing any Major-Minor operational issue inside call center for all delivered services within the project phases.
- Creating Documents for all Major issues and supervise Iraq Team about solving this issues by PTT.
- Creating KEDB \[known error Database\] for putting all recommended actions and documents for any Major issue.
- To create customized reports for CMS requested by the customer
- Supervise Iraq Team to be able to know how they can install all needed Avaya applications for each agent inside the call center.
- Preparing High level design and Low level design documents for the whole servers and their integration with each other’s.
- Preparing UAT document and Lab for testing all the requested Avaya Call center features.
- To handle and follow up for all escalated issues that were sent to Avaya during the whole Avaya call center Migration project.
- To prepare all technical document with screen shots as user guide for ZAIN customer.
- To do all the needed configuration to deliver all the features requested by the customer on all the below servers
 Communication manager \[ CM \]
 System Manager \[ SMGR \]
 Session Manager \[ SM \]
 Avaya Application Enablement Services server \[ AES \]
 Workforce optimization \[ WFO \]
 Workforce Management \[ WFM \]
 Performance Management \[ PMS \]
 Avaya Contact Recording \[ ACR \]
 Quality Management \[ QM \]
 Avaya Experience Portal \[ AEP \] \[ EPM - MPP - APP \]
 Call management System \[ CMS \]
 Avaya Interaction center \[ AIC \]
 Proactive Outreach Manager \[ POM \]
 Avaya Agent MAP
Additional Project Manager Tasks :
- Arrange daily Meetings with ZAIN customer to follow up on the delivered features /Check all the UAT test results / all the obstacles in the project.
- Attend meetings with ZAIN Top management to discuss and present our project status
- Arrange a meeting between technical Teams in Kuwait / Dubai / Iraq to share all the project details and our majors issues that we need to focus on it and finished it during every week.
- Send a weekly update PPT for our Top management \[ ZAIN and METCO\]

Responsibilities
- To Implement new sites from scratch for our customers as part of RET \[regional expert team \] activity tasks .
- To provide LLD \[ low level design \] and UAT \[ user acceptance test \] for any implemented sites in RET activity .
- To provide professional technical support and troubleshooting for all requests received.
- Resolve complex customer issues in support to Level 2 entities; diagnose fault-related cases by effectively utilizing software/tools diagnostics and other network/product utility programs.
- Act as the high level of technical escalation within Customer Operations and support the internal Operational entities toward problem resolution.
- Provide status updates to CTS. Inform customer on technical progression, if required.
- Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults
- Able to work closely with engineers, Vendors and Service Providers to adequately test and resolve hardware/software issues.
- Provide technical support for the resolution of repeated incidents/problems if requested, and identify trends.
- Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution
- Document all troubleshooting and case management actions via the electronic case management system.
- To prepare technical reports as required (Problem management trend analysis).
- Technical guidance and support of peers and subordinate positions.
- Provide on the job coaching and mentoring to the VOC department.
- To undertake any other reasonable task as assigned
Additional Technical Tasks:
- Working as one of Implementation RET \[ Regional Expert team \]
- Installing Avaya Sites from Scratch Call center and IPT
- To provide professional technical support in Design and Implementation new sites.
- Prepare/ write Low level design for each new implemented site
- Prepare user acceptance test with each new implemented site

O Projects and Achievements:

 AUDI Hub upgrade from Avaya communication manager release 6.0 to release 6.3 \[ December 2014 \]
This upgrade includes :
- Upgrade System manger
- Upgrade session manger
- Upgrade Communication manager
- Upgrade Avaya one X attendant
- Upgrade 16, 000 Phones to the latest firmware’s
- Upgrade 40 Media gateways
- Upgrade 40 Local survivable branches

 Installing New sites for Saudi Air Lines In \[ Turkia - Manila - Colombo - Jakarta \] - \[ June - October - December / 2014 - June /2015 \]
Installation contains :
Implementation Components :
- Implement one gateway in each site
- Implement LSP
- Install 50 phones per site
- Install DS1’s
- Install SLS gateways
Configurations :
- Configure Dialplan
- Configure Location
- Configure Network Region / Network Map
- Configure SLS \[ in case of absence of LSP \]
- Configure Gateway and all the installed cards on it .


 CMS Upgrade to R16 with High Availability ( November 2012 - Orange )

 CMS Upgrade to R14 with High Availability (April 2009 - Xceed)


 Build Avaya Orange LAB

which consists of 6 Racks
this Racks Consists of :
S8800 Servers
S8730 Servers
CMS servers
Modular messaging servers \[ MSS - MAS \]
All avaya phone models

January 2011 - Present:
Senior Avaya Telephony Incident Management Expert at Orange Business Services Company

General Tasks in My Position :
- Provide professional technical support and troubleshooting for all requests
Received.
- Assigning resources for MACHX’s in My team
- Act as the high level of technical escalation within Customer Operations
And support the internal operational entities toward problem resolution.
- Provide status updates to CTS. Inform customer on technical progression,
If required.
- Responsible for the verification and/or recommendation of the correct and
appropriate hardware/software customer configuration of equipment
toward resolution of customer faults
- Able to work closely with engineers, Vendors and Service Providers to
Adequately test and resolve hardware/software issues.
- Provide technical support for the resolution of repeated
Incidents/problems if requested, and identify trends. as
- Resolve customer configuration problems, identify product malfunctions,
and simulate communication problems in lab environment for problem
Resolution.
- Document all troubleshooting and case management actions via the
Electronic case management system.
- Technical guidance and support of peers and subordinate positions.



Managerial Tasks :

- Work as a backup for all the managerial Tasks in case of the non-attendance of the manager.

- Doing a Team Performance reports for each Half of the year .These reports are presented to the higher Management level to show the progress and improvement of the work of the team during each Half.

- Checking all Internal and External CV’s applied for the positions in the team, providing a state for each CV \[ if the profile capable to engage with our team OR not \], scheduling and making interviews with the applicants.

- Auditing the new comers in the team to provide them with the Process and technical knowledge.


- Make a weekly report for the Team \[ the Report includes : the actions we took in Global issues & escalated tickets / Status : Resolved or not / Next actions to solve this issues \]

- Attend Management meetings to discuss how to provide an Excellent service in order to exceed our customers’ expectations and to increase Employees’ satisfactions.

Additional Technical Tasks:
- To prepare technical reports as required (Problem management trend
Analysis)
- Resolve complex customer issues in support to Level 2 entities; diagnose
fault-related cases by effectively utilizing software/tools diagnostics and
Other network/product utility programs.

- Handling incoming tickets from internal customers weather from the Head
Quarters or the call center
- Monitor Voice systems’ and related applications’ health and utilization
- Monitor voice and data public links (WAN connections, Public PRIs, etc.)
- Report any faultiness within voice system and related applications, global
links, apply basic troubleshooting and follow up with ISPs or global
operators
- Technical documentation for voice system and related applications
- Back up of voice system and related applications (daily, weekly or monthly)
- Administrating and troubleshooting the following systems:
 Avaya PABX, ACD.
 MCC cabinets multi connect
 Avaya DECT System
 Avaya CMS R14 - R16
 Avaya Intuity Audix voice mail
 Call accounting system (Local Vendor)
 Fetch mail
 Avaya Witness ( handling problems of CSCM & Viewer )
- Assist with developing voice systems strategies from technical point of
view that integrates with all business units to create a cohesive corporate
Entity.
- Manage troubleshooting of systems faultiness before escalating to the
vendor
- Administrate voice systems and related application servers.
- On call 24/7 all time for any emergencies.

O November 2008 - 2011: CCNA Instructor In Cisco Academy In October 6 University.

O February 2009 - May 2009: Part-timer Teacher Assistant in October 6 University