Ashraf Abdo Email and Phone Number

 Monitored team performance and conducted monthly audit reports on team members Distributed customer accounts and projects among team members Handled team managerial and technical escalations successfully Conducted Interviews for candidates who were interested to join our team Handled Major B2G and B2GaaS customers (Saudi MOFA, Philip Morris International, World Bank, Hapag Lloyd, Maersk Lines, 3M, SITA, GSK) accounts IPT Implementation projects Completed sites configuration and users features configuration on various types of Cisco IPT Servers (Cisco Call Manager, Unity connection, Presence, Attendant Console, Call Manager Express, Unity Express, Contact Center Express) for B2G and B2GaaS solutions Worked on Cisco IPT servers from version 4.X to 10.X Configured various types of Cisco Voice Gateways with different protocols (H232, MGCP, SIP and Secure SIP) Traveled on a 5 weeks mission to USA to implement important and complex Saudi MOFA sites successfully  Traveled 3 times on a 1 week mission to Belgium (Brussels), Italy (Milan), France (Cergy) and implemented complex customer 3M sites successfully with total customer satisfaction Traveled on 1 week mission to Saudi Arabia (Riyadh) to attend a hand over work shop led by Cisco and also to attend customer meetings to prepare and build a solid plan for SAUDI MOFA IPT implementation project Worked with Solution Consultant team to put the design for some customers IPT networks Led some technical trainings for team members and other technical teams in the company  Prepared detailed migration plans Performed new sites full acceptance testing  Provided support and troubleshooting for new sites till proper hand over is conducted to operations Received Thank you emails from customers and project managers Received local awards and Exceed expectations evaluations from my managers

 Handled Major customers (Philip Morris International, World Bank, Hapag Lloyd, Maersk Lines) accounts IPT Implementation projects I was the only member in the team for 1 year and managed to handle all team tasks successfully Participated in building the team and hiring new engineers Completed sites configuration and users features on various types of Cisco Servers (CUCM 4.x & 8.x, Unity connection 8.x, CUPS, CUEAC) Configured various types of Cisco Voice Gateways with different protocols (H232, MGCP and SIP) Implemented Auto Attendant service on Cisco unity Express Configured Cycos Voice mail boxes Traveled on a 6 weeks mission to USA (Washington DC) to provide support in implementing WBG (World Bank) customer HQ  Traveled on a 1 week mission to South Africa (Pretoria) and implemented WBG Branch office successfully Traveled to France for attending an IPT instructor led training Traveled on a 1 week mission to Canada (Toronto) and implemented Maersk Lines Branch office successfully Act as part of WBG design team, Created and managed Low level Designs for WBG IPT sites Prepared detailed migration plans Performed new sites full acceptance testing  Provided support and troubleshooting for new sites till proper hand over is conducted to operations Received Thank you emails from customers and project managers Received local awards and Exceed expectations evaluation from my managers Act as a team leader

 Validated and Implemented service requests (new, modifications, & cessations)  Provided on-time, error-free Voice configurations  Implemented H323 HP ATOS Gatekeeper, Converse proxy and CISCO Router (GW) configuration for Voice applications in an IPVPN Handled and configured open video presence service requests on a dedicated SBC Assisted as a voice expert in projects co-ordination and validation of new Voice connections for customers and services required Conducted final technical acceptance testing of the voice application Provided technical support as a senior team member to staff as well as other Voice related entities Implemented IN, non IN services and call centre work orders within given time frames by configuring class 4 “ITALTEL” NGN voice switches (SSP’s) and the SCP Led the enabling of a new VOIP team by providing more than 30 hours instructor led sessions, followed by providing back seat hands on experience, assigning tasks and exams to team members Met the targets set by the management with regards to Customer Satisfaction, Quality of Configuration, Lead Time to deliver configuration and Productivity Evaluated as an “ Exceed Expectations “ engineer several times Rewarded for being an “ Excellent Achiever “ several times

 Provided professional first and second level of technical support for customer KPMG WAN solutions and IPVPN Diagnosed fault-related cases by effectively utilizing software diagnostics and other network/product utility programs Followed up with Orange field engineers and PTT technicians all around the world to solve customer problems if needed  Ensured cases are allocated to the most appropriate ‘next step’ as part of the case flow process Provided updates as required to customer in order to meet performance objectives Monitored systems, customer network products, and handled alerts and events accurately  Documented all troubleshooting and case management actions via the electronic case management system Evaluated as an “ Exceed Expectation “ engineer for the 1st half of 2007 Rewarded for being an “ Excellent Achiever “ for August & September 2007  Led DSL training courses for the company engineers (Egypt & India) in orange training center

 Handled and Solved Customer ATM & Frame Relay over XDSL trouble tickets from the NOC with a team of technicians in TE central offices Configured various types of DSLAMs such as Lucent Stingers , Huwaie 5100, Alcatel Conklin and Paradyne  Used HP open view to manage and control ATM and FR switches such as Lucent CBX and BSTDX9000 Went down to central offices to handle global network failure problems  Made some customer Visits to large Companies to solve Wan connectivity Problems Configured some kinds of routers such as Cisco and Huwaie Configured many types of XDSL, FR and VOIP modems  Acted as a maintenance team leader for several months