Islam Edrees Email & Phone Number

Egypt

• ACUD data center project in new Capital.• Responsible for implementing new servers on ACI Cisco data center.

Egypt

Giza Governorate, Egypt

• Gather and collate network requirements by working with clients and colleagues.• Design secure and scalable networks.• Responsible for Monthly report which documents our daily task report for our team .• Contacting and open cases with vendors TACs to resolve HW and SW problem .• Responsible for upgrade our devices (SW-2960,SW-3560,SW-3650, Juniper EX series & SRX series) .• Responsible for monitor and support team in daily work such as routing problem ,hardware failure , or configuration deployment .• Data center transformation from legacy Cisco SW 4500 to ACI solution.

Giza Governorate, Egypt

• Troubleshooting & Maintenance all the network resources.• Troubleshooting & Maintenance all routing problem (OSPF/ BGP/ MPLS/L3VPN).• Configuring all TE Corporate network devices (Routers / switches) with Full privilege.• Configuring and troubleshooting MPLS L2/L3 VPN services on Cisco & Juniper PEs and core routers.• Troubleshooting & Maintenance L2VPN problem with TEData.• Troubleshooting & Maintenance E1&E3 problems with TE Transmission team.• Troubleshooting HDSL & SHDSL(msan solution) problems.• Troubleshooting Kiosk problem.• Troubleshooting & Create new subnets for user's data and voice.• Delivering end to end IP connectivity & reachability solutions for different Voice and Data Services.

o Supervise and check day-to-day relatively more complicated tasks on installations / maintenance / testing/ expansion/ cancellation / upgrading / reconfiguration of systems / replacement of equipment / changing customers’ ports / circuits, etc. as applicable to answer customer and business needs as per SLA’s requirements o Follow all relevant technical installation and maintenance procedures and instructions implementation and participate in originating and updating operational procedures and maintenance instructions to ensure guidance and standards for work are available and communicate work procedures to staff o Maintain a level of technical expertise sufficient to act as a technical point of reference for team members, to give them appropriate technical direction and to undertake technical work themselves o Provide on the job support, develop and motivate technicians for team members helping them attain the necessary skills and maximize their contribution to the business identifying the formal training requirements o Prepare and implement shift plans for the technicians, including resources, work scheduling and backups to ensure that all work is completed in line with operational requirements o Review daily reports on interventions to keep track of operations o Monitor site interventions equipment usage to ensure best use of resources

Egypt

To make outbound calls for all customer complaints [Tickets] sent form 1st level support team before escalating cases to the responsible team and make another follow-up call after the responsible team update case. To validate all steps taking by 1st level and Xceed team. To report with any violation occurred from for any technical departments. To report to the responsible team for any failures occurred in TE Data network service & servers which directly effect on DSL users. To provide training to 1st level & 2nd new comers. Responsible for all OTS mails [outage taking system mails] sent by NOC team. To be responsible for add & editing on main tools viewed by all technical support representatives To suspect global problems from tickets & escalate them to responsible team with full details. To establishing and maintain rapport with customers. To use questioning techniques to guide call. To obtain information from customers in order required. To diffuse volatile situations. To manage call flow in conjunction with navigating screens. To deliver messages effectively. To recognize challenges due to diversity, e.g. language barriers. To give full attention to customer. To confirm understanding by paraphrasing, repeating or reframing what has been said. To keep message clear and concise. To adjust voice and style to engage a customer, e.g., pronunciation, rate, tone and word choice. To ensure reports are accurate and sufficiently detailed, e.g., document content of call. To use appropriate writing style for purpose and audience.