محمد الحسيني

-Responsible of fault management of the network.
-Responsible for the network management software to isolate problems in real-time.
-Coordinate and implement network software and hardware upgrades with other operation teams.
-Acknowledge alarms and follow through using troubleshooting procedures.
-Use tools and utilities to resolve network performance and related system/network issues like HP Openview (NNM, NNMi), what’s up, N2000, T2000, MRTG, Alcatel Work Station (AWS & AMS)
-Access network devices (Routers/DSLAMs and switches) for maintenance and troubleshooting.
-Dealing with Cisco (7200-7600-10K-12K-ASR) and Juniper routers M, T and MX series.
-Handling escalation cases with vendor (Cisco-Juniper)
-Troubleshooting local & international transmission links (E1, STM-xx, Gigs, 10 Gigs and 100Gigs)

• Supporting leased lines & MPLS VPN issues of enterprise customers.
• Troubleshooting & configuring customers’ premises (SHDSL modems and CE/CPE routers).
• Troubleshooting & Configuring SHDSL local loop terminations on ATM and IP DSLAMs (Alcatel, Huawei).
• Troubleshooting Fiber solutions.
• Configuring and troubleshooting MPLS L2 & L3 VPN on PE routers Cisco & Juniper.
• Troubleshooting PE-CE routing protocols (BGP, OSPF, EIGRP, RIP, Static).
• Troubleshooting access and core OSPF/MPLS network problems that affect the enterprise customers and escalate it to the responsible team.
• Coordinating with other teams in any planned outage activities and insuring enterprise service restoration after the action.
• Monitoring customers and network nodes through SNMP Server.
customers and escalate it to the responsible team.
• Coordinating with other teams in any planned outage activities and insuring enterprise service restoration after the action.
• Monitoring customers and network nodes through SNMP Server.

Service Level Management,
Enterprise Network Technical Support

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-Technical report writing

Responsible for negotiating Service Level Agreements and ensuring that these are met. Makes sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. also monitors and reports on service levels and take necessary actions in case of any violation to SLAs

Helping customers solve technical issues with our widgets.
Answering questions from customers and prospective customers about the features and capabilities of our widgets.
Developing customer-facing documentation for our website on an as-needed basis.
Communicating customer needs and wishes to our development and engineering staff.

-Troubleshooting Domain, Mails, Hosting and static IPs problems.
-Open and close trouble, maintenance, and change control tickets within a specific time frame, while detailing the issue for the ease of knowledge transfer.
-To contact and deploy the Field Technician for any appropriate problems.