Muhammad El-Sayed Email & Phone Number

Cairo, Cairo Governorate, Eg

Cairo, Egypt

Almost 1 year of experience in Genesys Engage (GCXI, SpeechMiner, Chat, Voice, Email, Realtime Reporting , Eservices(SocialMedia))Provided technical support and maintenance for Genesys Engage platform, ensuring smooth operation across multiple channels including Voice, Email, and Chat.Monitored and troubleshooted issues related to GCXI (Genesys Customer Experience Insights) and SpeechMiner, ensuring accurate data reporting and call recording functionality.Assisted in the configuration and management of real-time reporting tools, offering insights into system performance and agent activities.Worked closely with agents and supervisors to resolve issues with disposition codes, ensuring proper reflection in both GCXI reports and SpeechMiner.Collaborated with teams to ensure seamless integration of Genesys systems with external applications and databases.Engaged in continuous monitoring and analysis to identify and resolve potential system issues, improving overall system stability and performance.​ Handling digital interactions, configuring workflows, and providing support for various e-services channels, ensuring efficient communication through web chat, email, and social media.

Cairo, Egypt

Cairo, Egypt

Network Design and Integration:Design and implement network solutions that incorporate equipment from different vendors.Work with Multi Vendors (Cisco & Aruba)Hands on Experience With Aruba ClearPass and Forti Firewalls and SOPHOS Firewalls and All Aruba ProductsExprience with Genesys Engage E-servicesExprience With Avaya Exprience With YealinkTroubleshooting:Diagnose and resolve issues related to networking equipment from various vendors.Collaborate with vendor support teams to troubleshoot complex problems.Documentation:Maintain detailed documentation for each vendor's equipment, including configurations, changes, and troubleshooting procedures

Cairo, Cairo, Egypt

Network Design and Integration:Design and implement network solutions that incorporate equipment from different vendors.Work with Multi Vendors (Cisco , Juniper and Aruba)Work With ClearPass and Forti FirewallsTroubleshooting:Diagnose and resolve issues related to networking equipment from various vendors.Collaborate with vendor support teams to troubleshoot complex problems.Network Monitoring:Utilize network monitoring tools to oversee the performance of devices .Patch Management:Implement patch management strategies for diverse networking devices.Ensure that firmware and software updates are applied in a timely manner.Documentation:Maintain detailed documentation for each vendor's equipment, including configurations, changes, and troubleshooting procedures.

Cairo, Egypt

Provide technical assistance and support to end-users, addressing hardware, software, or network-related issues.Respond to help desk tickets, emails, or calls in a timely manner.Install, configure, and maintain computer hardware, including desktops, laptops, printers, and other peripherals.Diagnose and resolve hardware issues,Install, configure, and troubleshoot software applications.Operating System Maintenance:Manage and maintain operating systems on user devices.Assist in the configuration and maintenance of network infrastructure.Troubleshoot network connectivity issues and assist in resolving network-related problems.Collaborate with network administrators to ensure seamless connectivity.