Aya Ezzat Email & Phone Number

Cairo, Egypt

Support Archer’s ongoing large scale AWS cloud initiatives while working closely with skilled development and Operations teams, and ensure that all needs are met as part of code and infrastructure deployment.>Manage engineers performing a variety of technical and support related tasks, including performing these tasks as required.>Lead the daily operations activities of the SaaS offering including monitoring systems, responding to escalations/alerts, customer requests, and maintaining our AWS Cloud environments.>Ensure the accuracy of change records, incident records, and service requests for audit compliance and reporting.>Manage and report on critical metrics regarding the service request status and SLA compliance of our cloud services.>Use established change management processes and disaster recovery plans, requiring operational procedures performed with minimal customer impact (i.e. outside of business hours/weekends/established maintenance windows).>Run technical incidents, drive root cause analysis and coach others performing them, including collaboration with software development and technical support teams.>Drive continuous improvement in systems operations through tools, automation, and reporting.>Provide high quality customer service.>Use, enhance, and build comprehensive logging and monitoring capabilities through industry tools (DataDog, Splunk, NewRelic).

Cairo, Egypt

Create and lead teams including hiring, development, and growth of the team including retention and career development within and beyond this function but within the Archer business.Provide leadership, guidance and support for all team members, including supervisor roles.Maintain close alignment with Sales, Presales, Sales Operations, Services Delivery, and Customer Support management functions within Cairo.Organize, plan, direct, and coordinate all aspects of the team. Manage workload and prioritization within the team.Ensure all activities for the team are captured within sfdc. Provide oversight, management and direction where needed. Takes immediate action to overcome obstaclesProvide the business with weekly, monthly and quarterly reporting and metrics on team contribution and value add to the sales cycle.Establish a new RFP & SEO team setting up the key processes and metrics for success, hiring, development, and growth of the team including retention and career development within and beyond this function.

Cairo Governorate, Egypt

-Identifies and facilitates the route of all technical queries and problem resolution from the customer / field to Corporate Technical Support and Engineering. Generates support plans to resolve complex service related problems.-Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues. Controls and directs internal resources in terms of setting time requirements and expectations.-Step in to find where the gaps are and assemble the resources to get things on track and coordinate the appropriate internal response and provide a project-manager type of oversight to drive the resolution process..

Egypt

RSA, The Security Division of EMC, is the premier provider of security, risk and compliance management solutions for business acceleration. We help the world’s leading organizations (including 90 percent of the Fortune 500) succeed by solving their most complex and sensitive security challenges.-Provide worldwide remote customer support for the RSA SecureID and Archer GRC .-Advise customers on best practices for installation and administration of RSA SecureID and Archer GRC.-Advise customers on best practices for security approaches and vulnerability countermeasures.-Troubleshoot and resolve highly complex issues within the customer environment. -Write knowledgebase articles, tech tips and technical procedures.-Mentor new hires and give them assistance and help when needed.-Apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; use operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments-Able to understand, isolate, and resolve complex technical problems that lie within the diverse realms of security solutions, operating systems and the often broad nature of a customer’s environment.-Able to understand and solve practical problems which deal with a variety of concrete variables in situations where only limited standardization exists.-Able to analyze a variety of instructions furnished in written, oral, diagram, or schedule form.-Effective in creating and implementing resolution plans, as necessary.-Ability to multitask, the aptitude to be a quick learner, and able to perform under minimal supervision.-Ability to follow up with the quick product changes, learn and master new technologies involved. Deal with situations where product problems may not be covered in the standard documentation.

Current Position: Network Support EngineerTeam: ENM-GCSC-CS&OWork from: 29-11-2011-Acting as Maersk SPOC with handling all WAN , LAN , IPT and WAAS related issues . - Acting as a second level technical support for network connections to customers as EMC, 3M, Maersk,Halliburton, ..etc.- Maintaining good vendor/ customer relationship to ensure quality service is delivered as per the service level agreements.- Identify problems and incidents in the WAN network and ensure quick resolution of problems.- Monitoring the performance of WAN using NMS tools-Working on all the high priority incidents related to Red Diamond customers.- Acting as a back-up shift leader & shift leader- Responsible for taking on escalations by helpdesk(s) /Network monitoring centers & provides troubleshooting support on WAN related issues (link outages & equipment failures) -Engaged in DSR conference calls.- Acting as a mentor for the new comers, managing their trainings, assigning tasks, monitoring and evaluating their performance.- Continuously approaching new initiatives.- Acting as a 3M “diamond customer “SPOC for all 3M related incidents- Involved in the interviews conducted for new hires.- Proper handover of personnel in next shift and ensuring customer SLA's are met.

Orange Business ServicesPosition: Associate technical design consultantTeam: TDT-UCCWork from: 15-03-2011Work as a junior consultant at the Pre-sales Technical Services department for two projects” SwissRE &Nestle”. -Work Closely with Project Managers & functional managers to keep project on track. -LAN Data Gathering, LAN topology analysis, WAN latency check, prepopulating Site surveys. -Deliver to the implementation team additional technical information as required (e.g.,SRF2 “IP schemes, COS, NAT/PAT, routing, cascaded networks, Business Together, …etc.”). -Life Cycle Management for network infrastructure services to meet customer requirements including HW replacement ,re-design, LAN refreshment, EOL devices. - Generation of Visio designs for different topologies and infrastructures.

Egypt

 The Egyptian company for Mobile Services (Mobinil) in the Technology Departement

B.S.C, Electronics & Communication Engineering

Education record