محمد عكاشة

Senior executive engineer for managed services in a data center

Job description :

1- Senior L1 Engineer . Monitoring the services in the data center 24/7 .
2- responsible for the security of the data center by managing the permissions for the customers and the entry pass for the devices
3-support the customer during the implementation by managing the racks, power and network with the cooperation of the concerned departments.
4-issue tickets for the customers and follow up with them.
5-making monthly reports for all the trouble tickets and the KPIs .
6-Using tools like, solar wind, asset management remedy, OTRS and also working on Vmware .

Monitoring main network KPIs on daily basis.

Live monitoring for cell performance (RB utilization, number of users, DL thhroughput) in order to perform live optimization

Monitoring cells behavior and alarms

Working with huawei tools and softwares

Daily analysis for customers complaints 3G and LTE. Handling trouble tickets and making indoor visits

Using smartcare tools to get the RF conditions and throughput

Indoor visits for individual customers, coorporates, and VIP customers to solve their network issues by making live optimization, reports and using repeaters.

Making weekly and monthly reports about the complaints which can lead to discuss the service satisfaction such as daily reports, E2E reports, data usage, breakdown reports, morning daily analysis and weekly RB utilization.

Managing tasks for the team

Troubleshooting with corporate and individual Customers. Diagnose and repair wireless / wired LAN issues
- Monitoring the Links and site’s alarms.

Ensuring that the service provided to the customers by the agents is professional and provide assistance
to the agents regarding any inquiry.
Provide assistance to agents in troubleshooting issues over phone.
Prepare survey reports after analysis on feedback received from customers.
Monitoring calls of the agents randomly to ensure that the customers are well treated, and provide
comments to the TL. Sending a check list on call monitoring, Finance documents and case updates.