مينا onsy

Network Engineer \[ECCO GULF-Doha, Qatar\] Dec 2012-Present
Responsibilities:
• Supporting Contact Center “VocalCom” to ensure continuous uptime/Backup/Restore, as per ECCO GULF policy.
• VocalCom IVR Scripting.
• Supporting MS Exchange, MS TMG, DC, CRM.
• Network devices support/Configuration (Switching and Routing).
• Deploying LAN Switching, Routing and Voice gateways.
• Attending Management meetings and presenting any required information regarding the voice and IT systems in any project.

Voice & IPCC System Engineer \[ISTNetworks\] Aug 2010-Nov 2012
Responsibilities:
IPT and IPCC system support to ensure continuous Uptime/Backup/Restore.
Supporting Contact Center products “IPCC Products”:
o UCCE \[Cisco Unified Contact Center Enterprise\].
• CUCM, ICM, AW, CUIC, CVP, IVR, Voice GW.
o UCCX \[Cisco Unified Contact Center Express\].
o EIM / WIM \[Cisco Unified Email / Web Interaction Manager\].
o Supporting IPCC Recording Systems:
• VPI.
• Qfiniti.
• Quality Management \[QM\].
o Teleopti WFM \[Work Force Management\].

Implementing and supporting Contact Center Voice Recording System “VPI”.
Implementing CUOM \[Cisco Unified Operation Manager\] - to monitor all customer’s sites.
Implementing PBX (SwitchVox).
Handling Tickets with Cisco TAC / VPI as a 3rd level of support.
Creating technical reports for our DB, to follow up with all current tickets and its assigned engineer.
Attending pre-sales meetings to collect the customer’s requirements to make the desired solution.