George Riad Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

Melbourne, Australia

Cross domain architect, leads end to end technical proposals from pre-sales through to delivery and operations.

• Designated escalation engineer at network level for the largest Service Provider in Australia• Review customer architectures and provide guidance at network design level• Present training sessions to customer operational and engineering teams and introduce newproducts from a high level• Analyzing root causes of problems and issuing a recommendation report and root cause analysisdocuments• Referring software recommendation in response to critical problems and new products/services• Driving weekly customer meetings with operation managers to review all outstanding Servicerequests• Improve relationship with customer to understand in a better way their network to provide quickerand more effective results to their requests.• Establishing rapport with customer operational and engineering teams gaining the “trustedtechnical advisor” status• Escalation support for critical network outages and complex network issues withing Cisco internalbusiness units• Holistic technical management and analysis of recurring network problems.• Enhanced service delivery capability through broad understanding of customer’s operational needsand integration with assigned Cisco Services team.

• Manage network release and change management for a large Australian Bank.• Meeting customer on regular basis to discuss network expansion and design issues• Applying on-time and error free configuration of new implementations for the designated VPN layer 3 and LAN devices • Provide expert technical support to pre-sales, and project managers to validate, and review the technical design of new services sold to the designated customer• Provide level 4 support for fault issues if required• Acts as a direct point of contact for the designated customer for technical aspects regarding the VPN• Liaises directly with customer to obtain all relevant technical information for successful design, order validation and project delivery• Acts as the escalation point for the customer in case of major operational incidents.• Provide quarterly audits, and end to end testing for new services.• Provided value added network technical expertise for operational services to designated customer VPNs, in addition to occasional technical consultation services• Responsible for detailed technical validation of complex VPNs as well as applying configuration of new implementations or change requests for the designated VPNs and LAN devices

• Leading the IOC team (12 engineers) on technologies such IPSec, PKI, DNS & DHCP• Defining the roadmap of the activity domain• Responsible for the skills development of the team• Contribute to or lead new service development projects• Write and update technical/product/architecture documentation• Liaise with other contributors (Operations, Products & Sales, Customer Solution, …) that would take a role for the management and support of the solution• Collaborate with sales on specific and dedicated customers requests• Management ability in an operationnal and technical environment• Participating in the ISO20K harmonization project, specifically incident and problem managementprocesses in Orange Business Services.

Orange Business Services (Equant) is the leading global ISP providing converged network andinformation technology business services in over 220 countries and territories, owning the world'slargest secure Internet Protocol (IP) network. As an IOC engineer, I'm acting as the 3rd level of support for Customer faults, including complex routing issues, LAN switching, IPSEC, QoS, MPLS VPNs, dial and most WAN protocols. I've gained a great handson experience with almost all types of Cisco routers (8xx--> 12K routers), Nortel switches and Huawei routers. Vendors are my next point of escalation.• Provide expert level of support for any faults related to routing/router problems• Responsible for troubleshooting and resolving customer network faults escalated from level 2 teams• Interface with Vendors (Cisco/Nortel) to identify/resolve software bugs or hardware problems• Liasing with Orange Engineering and Cisco for identifying new bugs related to the Cisco IOS.• Prepare and deliver training tracks for level 2 teams