Communication Engineer
Hyundai Rotem
Total years of experience :11 years, 5 Months
Responsible for the configuration and implementation of new requests.
● Analyze and ensure the reliability of the communications systems on a regular basis
to provide the highest level of performance, ability, and security.
● Track and analyze fault histories in the long term resolution of intermittent problems
● Handles and follow-up on cases opened with equipment suppliers.
● Receive inquiries from different teams regarding current or planned projects and
takes appropriate action to resolve problems, On-call in case of emergency
● Reporting & Escalating Network Sites Problems.
● Leading & Managing Technicians and Drivers.
● Establish the networking environment by designing system configuration, directing
system installation and defining, documenting and enforcing system standards.
● Design and implement new solutions and improve resilience of the current
environment.
● Research and Identify solutions to software and hardware issues.
● Ask customers targeted questions to quickly understand the root of
the problem.
● Talk clients through a series of actions, either via phone, email or chat until the
issue is solved.
● Prioritize and manage several open issues at one time.
● Document technical knowledge in the form of notes and manuals.
● Maintain good relationships with clients.
● Implementation of Rology software platform on site or remotely.
● Train clients on how to use the system to send medical exams.
● Monitor Etisalat ISP Network Elements/Environmental Alarms and take
the proper action with concerned teams
● Interfacing with Telecom Egypt to solve Transmission Link failures and
TE Power Failures.
● Establish L1 support Function that deals and attempts to remedy TTs on Etisalat
ISP Network that have been appeared
● Escalating Cases that need involvement of Back Office level and follow-up on
the progress.
● Implement End-to-End Network TT management function (starting
from problem appearance till final service restoration)
● Act as a single point of contact for Network Operations Center and it is
the gateway for all Network TTs.
● Interface direct with onsite resources.
● Handle all faults that need field intervention & take the proper actions
to resolve & dispatch smoothly to the next level supporting functions.
● Control the change process end to end.
● Update the network information on configurations.
● Generate regular reports about changes.
● Change Implementation for some Network Related Activities like
((BW Upgrade, Traffic Transfer...)
● Add Required Configuration to new RFS DSLAMs/Cards after
Acceptance Phase
● Add Tx Configuration for Tx Links during installation Phase.
● Assigning & Guiding Field Maintenance on site till problem restoration.
● Record Transmission Data to Network Database.
● Keeping daily Configuration Backups of equipment.
● Handling Network connection problems that occur with individual corporate
customers.
● Supervision and physical acceptance on Etisalat network devices and
network transmission expansions that are being installed in central offices.
● Troubleshooting of Network Failure and Outages.
● Available 24x7 on-call in any urgent case.
● Site survey and PM.
● Configuration and troubleshooting for the following: Switches (Cisco 2950 series,
2960 series, 3560 series and 3750 series), Routers(cisco 2800 series, 1800 series, 800
series, 1700 series, 2600 series, HUAWEI NE40, NE20), (IPDSLAM 5600, 5603,
ATM 5100, 5103, Alcatel Zyxel, ISAM), AND transmission devices (Metro 1000,
OSN 3500).
● Maintenance to all types of Devices, Integration and commissioning of equipment
in central offices.
● Responds to customer queries (inbound and outbound) in a friendly, professional
and supportive way.
● Ensures compliance with agreed KPIs.
● Demonstrates politeness, poise, dignity and emotional maturity in handling
calls; handles difficult cases with required frequency and quality.
● Deals with inquiries independently taking ownership for the issue until a
satisfactory outcome has been reached for the customer.
● Identifies the nature of the customer's inquiry and offers him all possible help in
the quickest possible time using technical knowledge and data seeking
capabilities.
● Clearly communicates reasons for concerns/ issues to the customer and
maintains contact
● Forwards more sophisticated/ complex questions/ requests (e.g. ITSD,
Complaint Management) to Second Level for further escalation.
● Escalated customer issues to Team Leader or Complaints Team if a
satisfactory outcome for the customer cannot be achieved via standard
procedures.
● Keeps records on all customer requests in order to ensure reliable and timely
tracking of customer requests.
● Ensure positive corporate image ensuring compliance with Etisalat’s
policies, procedures and guidelines job requirements.
Electronic portal at Haram Giza governorate as a
● Responding in a timely manner to service issues and requests.
● Provide technical assistance and support for incoming queries and issues related
to computer systems, software, and hardware.
● Monitoring and maintaining computer systems and networks.
● Perform remote troubleshooting through diagnostic techniques and
pertinent questions.
● Install, modify, and repair computer hardware and software.
● Resolve technical problems with Local Area Networks (LAN), Wide Area
Networks (WAN), and other systems.
Graduation Project: "Implementing CDMA on FPGA using VHDL" Graduation Project grade: A (Excellent)