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Mohamed Eissa, Service delivery manager

Mohamed Eissa

Service delivery manager·Riyad Bank

Saudi Arabia

Bachelor's degree, B. SC in accounts

Work experience

Total years of experience: 21 years, 5 months

Service delivery manager

January 2015 - Present

Riyad Bank

Riyadh, Saudi Arabia

January 2015 - Present

Company industry:
IT Services
Job role:
Information Technology

IPCC Senior System Engineer

July 2007 - Present

istnetworks

Riyadh, Saudi Arabia

July 2007 - Present

A) Senior Support engineer for RIYAD BANK Contact Center with 580 seat call center, 8 sites.
B) Installation, operation and maintenance of Cisco IPCC " CCM, CVP, IPIVR and ICM" with tasks including: IVR media gateway configuration, Voice Gateway configuration, call flow script design, call center agents properties and services, performance reports, etc.

C) Project manager and Solution Designer for Riyad Bank Etalk Voice Recording Consolidated Project.

D) Implementing and supporting Voice Recording systems "Witness, ETALK and VPI".
Company industry:
Telecommunications
Job role:
Information Technology

Network Administrator

August 2004 - January 2007

Arzam

Riyadh, Saudi Arabia

August 2004 - January 2007

Network Administrator
Company industry:
Construction & Building
Job role:
Information Technology

Education

Faculty of Commerce, Ayn Shams University 2003-2004

July 2004

July 2004

Bachelor's degree, B. SC in accounts

Egypt

Skills

Problem Analysis
Expert
Problem Analysis
Expert
Release Management
Expert
Release Management
Expert
Cisco ICM
Expert
Cisco ICM
Expert
Cisco Call Manager
Expert
Cisco Call Manager
Expert
Cisco
Expert
Cisco
Expert
CISCO CCMP Cisco Contact Management Portal 7.X / 8.X
Intermediate
CISCO CCMP Cisco Contact Management Portal 7.X / 8.X
Intermediate
CUOM Cisco Unified Operations Manager 2.X / 8.X
Intermediate
CUOM Cisco Unified Operations Manager 2.X / 8.X
Intermediate
CUP Cisco Unified Presence 7.X / 8.X
Expert
CUP Cisco Unified Presence 7.X / 8.X
Expert
CISCO CVP Cisco Voice Portal 7.X / 8.X
Intermediate
CISCO CVP Cisco Voice Portal 7.X / 8.X
Intermediate
CISCO Auto attendent 8.X
Expert
CISCO Auto attendent 8.X
Expert
Configuring and troubleshooting different Cisco IOS Platforms such as:Voice Gateways and Routers
Intermediate
Configuring and troubleshooting different Cisco IOS Platforms such as:Voice Gateways and Routers
Intermediate
Implementation, Operation and Maintenance for VPI recording solution
Intermediate
Implementation, Operation and Maintenance for VPI recording solution
Intermediate
Implementing and supporting Voice Recording systems “Witness Version 7.x”
Expert
Implementing and supporting Voice Recording systems “Witness Version 7.x”
Expert
CME 4.X / 7.X
Expert
CME 4.X / 7.X
Expert
Installing and preparing UCS C series 200 & 210 servers
Expert
Installing and preparing UCS C series 200 & 210 servers
Expert
Cisco Call Manager 4.X / 7.X / 8.X
Expert
Cisco Call Manager 4.X / 7.X / 8.X
Expert
CISCO Quality Management 8.X
Expert
CISCO Quality Management 8.X
Expert
CISCO CUIC Cisco Unified Intelligent Center 8.X /9.X
Intermediate
CISCO CUIC Cisco Unified Intelligent Center 8.X /9.X
Intermediate
CISCO ICM Intelligent Contact Management 7.X / 8.X
Expert
CISCO ICM Intelligent Contact Management 7.X / 8.X
Expert
IPCCE-CVP: Installation, operation and maintenance
Intermediate
IPCCE-CVP: Installation, operation and maintenance
Intermediate
IPCCE-IVR: Installation, operation and maintenance
Expert
IPCCE-IVR: Installation, operation and maintenance
Expert
Implementing and supporting Voice Recording systems " ETALK Version 3.5SP1”
Expert
Implementing and supporting Voice Recording systems " ETALK Version 3.5SP1”
Expert
COO Cisco Outbound Option (SCCP)
Intermediate
COO Cisco Outbound Option (SCCP)
Intermediate
CIM Cisco Interaction Manager 4.X
Intermediate
CIM Cisco Interaction Manager 4.X
Intermediate
UCCX Cisco Unified Contact Center Express 4.X/7.X / 8.X
Expert
UCCX Cisco Unified Contact Center Express 4.X/7.X / 8.X
Expert
CUSM Cisco Unified Service Monitor 2.x / 8.X
Intermediate
CUSM Cisco Unified Service Monitor 2.x / 8.X
Intermediate
Installing and configuring VMware ESXi version 4.X / 5.X
Expert
Installing and configuring VMware ESXi version 4.X / 5.X
Expert
Implementation, Operation and Maintenance eGain 10.X system.
Intermediate
Implementation, Operation and Maintenance eGain 10.X system.
Intermediate
IPCC Advanced scripting: ICM/CVP scripting
Expert
IPCC Advanced scripting: ICM/CVP scripting
Expert
Problem Analysis
Expert
Problem Analysis
Expert
Release Management
Expert
Release Management
Expert
Cisco ICM
Expert
Cisco ICM
Expert
Cisco Call Manager
Expert
Cisco Call Manager
Expert
Cisco
Expert
Cisco
Expert

Languages

Arabic

Expert

English

Intermediate

Training and Certifications

Certifications
642-242: Unified Contact Center Enterprise Implementation
Cisco
May 2007 - May 2007
642-432: Cisco Voice Over IP
Cisco
May 2007 - May 2007
642-426: Troubleshooting Unified Communications
Cisco
May 2007 - May 2007
642-444: Cisco IP Telephony
Cisco
May 2007 - May 2007
642-164: Unified Communications Contact Center Express Implementation
Cisco
May 2007 - May 2007
642-642: Implementing Cisco Quality of Service
Cisco
May 2007 - May 2007
642-243: Unified Contact Center Enterprise Support Exam
Cisco
May 2007 - May 2007
642-453: Gateway Gatekeeper
Cisco
May 2007 - May 2007
640-802: Cisco Certified Network Associate.
Cisco
May 2007 - May 2007