Hussein Refaat Email & Phone Number

Cairo, Eg

Cairo, Egypt

- Part of the Data Protection and Solutions Division, Data Domain- Investigate complex network issues related to SNMP, NFS, CIFS, Active Directory, SMTP,replication, and backups related problems between backup applications “Veeam,Networker, Avamar, Veritas, Oracle,..” and Dell Data Domain.- Handle escalated cases with the customers- File bugs with the Engineering teams- Handle requests from the account teams- Collaborate with other specialized pools and internal… Show more - Part of the Data Protection and Solutions Division, Data Domain- Investigate complex network issues related to SNMP, NFS, CIFS, Active Directory, SMTP,replication, and backups related problems between backup applications “Veeam,Networker, Avamar, Veritas, Oracle,..” and Dell Data Domain.- Handle escalated cases with the customers- File bugs with the Engineering teams- Handle requests from the account teams- Collaborate with other specialized pools and internal teams- Resolve technical complex customer reported issues while working closely with the customer until it is completely resolved- Provide feedback to Engineering for improving product quality and reliability- Determine priority levels while negotiating and setting expectations with customers Show less

Cairo, Egypt

- Provide a second level of support for MS unified communication products which OBS offers to International/French customers, helping in achieving customer satisfaction & the agreed quality targets (SLAs) while keeping operations costs within budget- Incident Management: Troubleshooting and diagnosing problems in existing network structures and/ or customer servers leading to effective and efficient problem resolution in order to meet requirements of Service Level… Show more - Provide a second level of support for MS unified communication products which OBS offers to International/French customers, helping in achieving customer satisfaction & the agreed quality targets (SLAs) while keeping operations costs within budget- Incident Management: Troubleshooting and diagnosing problems in existing network structures and/ or customer servers leading to effective and efficient problem resolution in order to meet requirements of Service Level Agreements and contractual commitments to customer- Change Management: Validating and applying changes to server, application configuration or architecture, as requested by the customer- Proactive Management: Performing proactive service maintenance actions to maintain service availability and reduce risk- Other Tasks: when required, participating to migrations/upgrades and provide technical support as Subject Matter Expert for Orange’s Managed Unified Communications service for external customers- Participating in new customers implementations - Coach and mentor new hires Show less

Cairo, Egypt

- Provide technical point of contact for customers’ incidents- Own the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams- Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs- Document all troubleshooting and case management actions via the ticketing systems- Perform and own technical management escalations in line with company… Show more - Provide technical point of contact for customers’ incidents- Own the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams- Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs- Document all troubleshooting and case management actions via the ticketing systems- Perform and own technical management escalations in line with company procedure and case excellence policy Show less