Ramy Ragi

oJob Description:
- Change Management:
configure management traffic for customer’s equipments through OBS security gateways
- Release Management:
Manage upgrades on the customer devices and migration projects

oResponsibilities:
- Manage all security services upgrades and migration projects for standard and customized solutions as well as all security dedicated platforms and services
- Administer and support security Infrastructure firewalls (CheckPoint (R65, R71, R75, R77), Checkpoint MDS, Juniper (Netscreen & SRX), Fortinet UTM), proxy appliances (Bluecoat Proxy SG & Cisco Ironport), IDP/IPS (Mcafee IPS & Juniper IDP), Juniper SSL
- Participate in defining operational guidelines, processes and tools requirements
- Provide technical advice to other teams on upgrade procedures of different security devices

Security Operations team is the largest Security Support team in Orange responsible for the Incident, Problem, Change and Release management for both Orange customers and internal employees.

oResponsibilities:
- Troubleshooting and resolving high complexity customer faults, identifying underlying problems and proposing solutions
- Perform service changes requests by assessing risk and implementing requests reported within the agreed Change Management process through Orange Change tools.
- Handle proactive alarms triggered by equipment (i.e. interfaces, capacity, usage, CPU, etc) to ensure continued integrity and optimal network performance
- Raise Service requests with different vendors and suppliers to repair faulty equipments if needed
- Perform recovery of faulty equipments and pre-staging of new equipments
- Monitor and analyze IDP logs to send critical major alarm notifications to customers as necessary
- Monitor and respond to alarms and alerts from the SIEM (analysis, notification, recommendations)
- Resolve service problems by performing root cause analysis and designing improvement plans for unknown errors reported through: Problem Management Dashboard.
- Perform solution releases by authorizing, validating (changes, upgrades, updates, patches and migrations) and implementing them.
- Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.
- Participate in complex change requests by providing technical expertise and reporting to the change advisory board (CAB)
- Perform SIPs actions and update the action plan of the SIP
- Take the lead during time of crisis and provide technical advice to customers

o Knowledge and Skills:
- Hands-on experience in Supporting, Configuring, Managing, and Troubleshooting of the following technologies/equipments: F5 Load Traffic Manager (Big-IP), security Infrastructure firewalls (CheckPoint (R65, R71, R75, R77), Juniper (Netscreen/SRX), Fortinet UTM), proxy appliances (Bluecoat Proxy SG & Cisco Ironport), IDP/IPS (Mcafee IPS & Juniper IDP), Juniper SSL and Event Management (ArcSight SIEM)
- Hands-on experience in Installing new IOS releases, hot fixes and patches on affected equipments

oResponsibilities:
- Distribute the incidents work-load among team members
- Involved in building our customer’s database and KEDB (Known Error Database)
- Ensure KPIs and SLAs commitments are met

oHonors:
- Achieved three local awards for 4th Quarter 2010, 4th Quarter 2011 and 4th Quarter 2013 for the accomplishment of Cisco WIFI and WAAS certificates and excellent work and achievement.

oJob Description:
Proactively detect, troubleshoot and resolve medium and high complexity customer faults by providing 3rd Tier technical support to enure high level of Integration Services (IS) Customer satisfaction.

oResponsibilities:
- Troubleshoot WAN acceleration devices for application layer issues as well as network problems for Cisco switches, routers and firewalls attached to devices
- Escalate technical issues by raising service requests with vendors if needed
- Prestage new WAN acceleration devices through remote access
- Diagnose and resolve fault-related cases raised in Clarify CRM® tool by effectively utilizing software diagnostics and other network and product utility programs
- Perform technical and management escalations in line with company policy and case excellence
- Run & own the daily surgery process with a view of identifying and resolving high duration faults
- Provide updates to the customer as needed to meet performance objectives
- Provide statistical information on IS activities status and prepare technical reports

oKnowledge and Skills:
- Hands-on experience in troubleshooting Customer/Provider Edge Cisco routers
- Hands-on experience in supporting and troubleshooting application problems for multi-vendor WAN acceleration and compression devices (Bluecoat Packetshapers, JuniperWX/WXC “formerly Peribit” and Riverbed Steelhead)
- Hands-on experience in supporting Cisco co-branding customers by detecting and resolving problems or performing vendor escalation to Cisco TAC
- Hands-on experience in installing and supporting Juniper models (SR-15, SR-20 (peribit), WC-100, WXC-250 and WXC-500 (WX-series))
- Hands-on experience in installing and supporting Riverbed Stealhead models (250, 1010, 1020, 1050, 2020, 2050, 3020, 6020, 6050 and CMC 8000B)
- Hands-on experience in installing and supporting Packetshaper models (1400, 1700, 3500, 7500 and 10000)
- Hands-on experience in installing and supporting Cisco WAAS models (WAVE-574-K9, WAE-512, WAE-612, WAE-674, WAE-7341 and WAE-7371)

oJob Description:
1) Change Management:
- Managing and scheduling customer changes worldwide
- The mission is to ensure professional and successful implementation of customer and network change management through a comprehensive risk assessment and feasibility analysis that will ensure customer satisfaction.

2) Release Management:
- Responsible of the change coordination between all concerned entities
- Oversee the implementation process to ensure successful implementation.

oResponsibilities:
- Perform pre-checks on existing service after configuration is done
- Coordinate all involved entities and provide Go Ahead for intervention
- Perform post-checks and troubleshooting the new implemented service
- Communicate change results to all parties
- Perfrom Risk evaluation & Feasibility Study
- Check change scheduling and Configuration planning guidelines
- Comprehend complex situations and synthesize into simple alternative solutions
- Create action plans to resolve Customer Implementation blocking factors
- Strategically think of continuous process improvements

oKnowledge and Skills:
- Hands-on experience in troubleshooting the following protocols (IPVPN, ISDN, FR, ATM, X.25, SNA, LAN, TCP/IP and inter-networking technologies)
- Hands-on experience in troubleshooting and configuring Customer/Provider Edge Cisco routers
- Hands-on experience in troubleshooting and configuring Nortel switches (Passports 6/7/15/20K & DPN 100)
- Time and Self Management
- Excellent communication skills and team Spirit
- Decision making and Multitasking duties during shift
- Customer-Oriented and Can-Do attitude
- Ability to work under pressure (on 24X7 shift basis)

oResponsibilities:
Hands-on experience, maintenance and support of SITA Airport Operational database (Airport Central) including key financial systems which manages the aircraft, Passengers and baggage of the airport:
1)Control Center:
Hosts the Baggage Reconciliation System(BagManager)
2)Common Use Terminal Equipment (CUTE) server:
Provide shared-use, automated check-in and baggage handling services for the airport
3)AirportVision:
Flight Information Display System
4)Maestro DCS local:
Used to check-in for local charter airlines

oKnowledge and Skills:
- Operation and Maintenance for printers (IER 557 & IER 508)
- Monitor the core network of Egypt Airports
- On-site support at Cairo International Airports
- Troubleshoot and resolve incidents related to airport wired and wireless network
- Troubleshoot, identify root cause, and resolve incidents related to SITA CUTE system in terms of software and hardware