Cisco Unified Communications Engineer - Level 2Cisco Unified Communications Engineer A member of the Cisco Unified Communications-Tier 2 team at Expertise & Solution Center in Orange Business Services.Responsibilities---------------------------• Provide expert level troubleshooting for Cisco Unified Communications (IP telephony/IPCC).• Design and Implement complex change requests.• Plan and implement new releases and upgrades.• Plan, build and operate value added services (Attendant console, Voice recording, etc..)• Troubleshooting different types of signaling protocols (H.323, MGCP, SIP, RTP)• Work closely with Vendors and Service Providers to adequately test and resolve hardware/software issues.•Liaising with the relevant entities for incident escalation and resolution of faults affecting. • Approving Low Level Design for IPT customers from operational perspective.• Act as an escalation point for the implementation and operation teams.• Troubleshoot, Identify and Resolve all VoIP & IPT related incidents over different technologies:-Cisco Gateways and Cube. -Cisco Unified Communications Manager ( CUCM 8.x , 9.x , 10.x and 11.x , 12.x).-Cisco Unity Connection (CUC) and Express (CUE).-Cisco Communications Manager Express (CME).-Cisco Unified IM & Presence.-Cisco Unified Attendant Console.-Cisco Unified Contact Center Solutions Express (UCCX) and Enterprise (UCCE).-Office 365 ,Microsoft Teams and Direct Routing "Audio Codes".

Senior IT Administrator “Technical Support” Contact Center - Raya Holding Start in 1st of January 2014 till now Interface directly with business and vendor partners to manage schedules, coordinate orders for Telco services, and implement hardware and software applications. Ensure data and voice networks meet acceptable uptime, performance and capacity requirements. Communicate frequently regarding project implementation and platform operation status to team mates. Proactively share concerns about issues and ideas for resolution. Day to day support functions include scheduled/unscheduled maintenance, moves, adds, changes, upgrades, and performance monitoring, while providing functional guidance and direction to call center management for strategic and tactical initiatives Cross train with other members of the Telecommunications team to backup and support other telecommunications functions, specifically those relevant to Cisco,, Inbound/Outbound Contact Center, Predictive Dialing, VoIP, IVR, CTI, Call Accounting, and all relevant utilities within the Telecommunications systems environment to achieve the most efficient mix to produce maximum cost-effective utilization of IT resources. Maintain the helpdesk system and provide a daily, weekly and monthly reports to can save the SLA.

 Receive and Solve internal customer’s hardware and software issues through company helpdesk system. Respond to telephone calls, email and personnel requests for assistance. Solving technical problems using Microsoft product specially SMS server Professionally installs, configures, troubleshoots, maintains and upgrades computers (desktops and laptops), networks (LAN and Wireless LAN), local and networked printers, scanners, NICs, and Wi-Fi cards, faxes, modems, routers and switches. Monitoring PC's and network utilization & performance. Monitoring and maintain the internet access. Apply all the company standard setting for any desktops or laptop and make sure standards are updated and maintained for all software and hardware versions. Keep all desktops and laptops up-to-date with the latest security patches (Windows-Office). Keep all desktops and laptops up-to-date with the latest anti-virus update. Monitor desktops and laptops performance and resource usage and provide proactive remedial action to resolve. Monitor Software usage and installation on desktops and laptops and report any irregularities Document, log and maintain all hardware locations, specifications, configurations and users. Manage hardware spares and consumables stock for all desktops and laptops and Plan hardware, OS and MS Office upgrades to maintain performance and Printers where applicable hold staff training for new OS and applications. Manage user and computer accounts, Create and manage groups, Manage and implement printing (WINDOWS SERVER 2003 and 2008). Implement Group Policy, Manage the user and computer environment by using Group Policy. Responsible for troubleshooting IP Phones. Installing, supporting and maintaining new server hardware and software infrastructure. Responsible for (Adding Login ID-Adding new device-editing script-solving CTIOS errors) on IPCC. Responsible for (create phone set –create extension –change dial access) on Call Manager

 Operational Management: Managing the floor, adherence to schedule. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.

Start in 29th of September 2009 till 15th of September 2010Responsibilities: Handling all the customer's inquiries across all the queues  Handling all the customers’ problems and escalating the unsolved problems to Port Ghalib’s customer service team.