محمد abdel-khalik

• Perform 3rd level troubleshooting in all tickets related to Internetworks Problems Escalated by customer’s Service Desk/Incident Management in order to Fix the problems and find root cause for it, to maintain customer’s Network operations.
• Contacting vendors and following up until problem resolution.
• Improvement of the OBS knowledge base.
• Provide support to all GCSC staff in relation to questions concerning Technical assistance.
• Respond to Customer’s Technical enquiries.
• Provide Coaching and support for team members and service operations teams.
• Handling First Level of escalations for all subcases received.
• Act as team supervisor in case of supervisor not available.

• Provide technical point of contact for customers’ incidents.
• Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.
• Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
• Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
• Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.
• Perform and own technical management escalations in line with company procedure and case excellence policy.
• Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail.

• Installing, configuring, operating, and troubleshooting routed and switched networks.
• Supporting and installing layer 7 security appliances.
• Installing and configuring traffic management appliances.
• Suggesting and providing IT solutions to business and management problems; ensuring that all IT equipment complies with industry standards.
• Troubleshooting system and network problems and diagnosing hardware/software faults.
• Trouble shooting networks problems at client site or through the phone.
• Supporting users and troubleshooting Microsoft® windows server Domain.
• Ensure to document the entire configuration and send it to my supervisor.