Unified Communications Team Leader
Centro Global Solutions
Total years of experience :14 years, 8 Months
Jan. 2021 Unified Communications Engineer Team Leader
Mar. 2017 Senior Unified Communication Engineer
May. 2015 Unified Communication Engineer
▪ Introduced Asterisk open-source solutions to replace higher running cost proprietary systems.
▪ Implemented a business continuity plan for the UC services to reduce or avoid impact on the business.
▪ Migrated and upgraded on-premise platforms to Amazon Web Services (AWS) with zero downtime.
▪ Migrated a major client’s cloud infrastructure from USA to Europe for GDPR compliance purposes with zero downtime.
▪ Negotiated and implemented with a VoIP ITSP a new technical/billing model that uses SIP Trunks instead of WebRTC
to meet the client technical requirements while maintaining the in-country telecom regulations.
▪ Migrated clients using fax to a new FoIP provider, and coordinated with Operations to phase out the old provider.
▪ Coordinated with the Development Team and an SMPP Client to integrate the solution on a cloud platform.
▪ Increased the helpdesk team interaction channels by introducing email and WhatsApp to the telephony channel.
▪ Managed an 80% cost reduction for a client using WABA, by analyzing the current and expected interaction traffic,
negotiating with the most suitable WABA Provider to integrate the solution; customized a report on the used cloud
platform to log the duration between each incoming WA messages and the agent’s response to evaluate the agent
response time.
▪ Customized a CSAT Module with associated reporting on platforms that do not have a preset CSAT Module.
▪ Initiated and categorized an internal technical knowledge base where all configurations and customizations have been
logged per platform and provider.
Systems and Technologies
▪ Cloud Omnichannel and UC Solutions: (e.g. Five9, Genesys, and Amazon Connect).
▪ VoIP and WebRTC Solutions: (e.g. Avoxi Genius, IDT)
▪ Cisco IP Telephony: CUCME.
▪ Open-Source Gateway Module: Kamailio.
▪ Open-Source Asterisk-based VoIP Solutions.
▪ SBCs and VoIP Gateways: Sangoma and Digium.
▪ FoIP (E-fax) Providers (e.g. Vonage, Nextiva, RingCentral).
▪ SMS API/SMPP Gateways: (e.g. VictoryLink, Rivet, CallFire, TextMagic).
▪ WhatsApp Business Acc. (WABA) Providers: (e.g. Twilio, Infobip).
▪ Caller ID Verification: Truecaller Business.
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Mar. 2015 Senior Telecommunication Engineer
Nov. 2011 Telecommunication Engineer
Oct. 2009 Cisco Backoffice CSR
Key achievements and projects
▪ Coordinated with the rest of IT Teams to pass the ISMS: 27001:2013 and QMS: 9001:2015 meeting the ISO clauses
with zero nonconformities.
▪ Held the role of the department’s coordinator for the Information Security Management system, and Business
Continuity Management (BCM) with the Internal Control Team.
▪ Initiated a full online team activity logger to keep track of all team actions internally, with cross-functional internal IT
Teams, and with providers.
▪ Handled Telecom-related escalated issues/requests from Helpdesk, including coordination with cross functional IT
Teams to resolve them within the designated SLA, added solutions to newly encountered problems to the team’s
troubleshooting knowledge base for future reference.
▪ Coordinated with Cisco team members to have an internal process to effectively handle EMEA Region’s escalated
service contract issues that affect Cisco’s QTC cycle fulfillment.
Systems and Technologies
▪ Avaya Communication Manager, Media Servers and Gateways, Call Management System (CMS), Applications
Enablement Services (AES), SIP Enablement Services, and Witness Call Recording.
▪ Cisco IP Contact Center and CVP Solution (CUCM and CUIS).
▪ Cisco Service Contract Center (CSCC) Partner Tool.
Thesis: Landmine Detection Techniques Through Hyperspectral Imaging (HSI)Grade: Thesis: Landmine Detection Techniques Through Hyperspectral Imaging (HSI) Activities and societies: May 2016: Defense Day. REF: https://eng.cu.edu.eg/users/mhesham/default.htm Supervisor: Dr. Mohamed Hesham Farouk Full Professor, Engineering Math. & Physics Dept. Oct 2015: IEEE Computational Intelligence in Engineering Physics 4th Thematic Meeting. Topic: MATLAB Simulation Results of Landmine Detection. Jun 2012: IEEE Computational Intelligence in Engineering Physics 3rd Thematic Meeting. Topic: A Survey on Landmine Detection Techniques and the suitability of HSI for Egypt.Activities and societies: May 2016: Defense Day. REF: https://eng.cu.edu.eg/users/mhesham/default.htm Supervisor: Dr. Mohamed Hesham Farouk Full Professor, Engineering Math. & Physics Dept. Oct 2015: IEEE Computational Intelligence in Engineering Physics 4th Thematic Meeting. Topic: MATLAB Simulation Results of Landmine Detection. Jun 2012: IEEE Computational Intelligence in Engineering Physics 3rd Thematic Meeting. Topic: A Survey on Landmine Detection Techniques and the suitability of HSI for Egypt. Landmines in Egypt pose as a severe challenge to development efforts. There are numerous methods to detect the presence of landmines such as mechanical, acoustic, nuclear, optical, electrochemical, biological, and electromagnetic techniques. Each technique is suitable for detection under some conditions depending on the type of the landmine explosive material, casing, and the soil. Based upon the comparative study conducted, hyperspectral imaging (HSI) is believed to be a promising technique in scanning massive terrains in a short time with a high accuracy. The thesis discusses how an airborne platform with an HSI system can be used to detect the presence of landmines in the desert. Analyzing HSI data must take into consideration that the landmine is found within the pixel. Experiments are conducted on a synthetic image simulating the environment a landmine in Egypt is laid in to provide a fair common ground in order to compare the target and anomaly detection algorithms.
B.Sc. Graduation Project: Radio Frequency IDentification (RFID) Systems: The goal of the project was to implement the hardware of a 125 kHz RFID reader for a proximity security system, and to implement a reader and tag used for the retrieval of animal’s vital signs, in addition to assembling a collision avoidance technique that uses CDMA. Grade: Distinction