Omar Zayed Email & Phone Number

Cairo, Cairo Governorate, Eg

Cairo, Egypt

• Able to interpret questions, identify problems, and propose solutions.• Working as a point of customer contact for technical and support issues, facilitating cross-functional solutions to issues.• Resolve and troubleshoot log sources, Parsing, Performance and tuning issues• Deliver post-sales support and solutions to the LogRhythm customer base while serving as an advocate for customer needs.• Resolve post-sales technical customer inquiries, as well as non-technical questions… Show more • Able to interpret questions, identify problems, and propose solutions.• Working as a point of customer contact for technical and support issues, facilitating cross-functional solutions to issues.• Resolve and troubleshoot log sources, Parsing, Performance and tuning issues• Deliver post-sales support and solutions to the LogRhythm customer base while serving as an advocate for customer needs.• Resolve post-sales technical customer inquiries, as well as non-technical questions regarding the use of and troubleshooting of our software.• Customer Research and 3rd Party Vendor research.Tools:• Network Analysis using Command Line & Wireshark.• OS Performance analysis in Linux & Windows.• Elasticsearch Health Analysis.• RegEx and MPE (Message Processing Engine) Performance Analysis.• Understanding of multiple OS and Application Logging (Syslog, Windows Event Logging, Flat file, UDLA etc.).• SQL Performance Analysis and tracing.• Solid understanding of TCP/IP & UDP protocols. Show less

Egypt

• 2nd line Support for RSA Customers over EMEA&USA to ensure availability of applications as per SLA.• Handling customer requests related to Securid product• Troubleshoot as appropriate to achieve a satisfactory solution.• Diagnose Security related issues for customer over different security equipment and devices.• Owns the resolution responsibility of the reported customer incidents either solely or with the intervention of Development Teams.

Cairo

• Providing level 3 support for the customer that include vendor involvement for complex technical issues.• Resolve service incidents by troubleshooting & solving faults reported.• Perform service changes by assessing risk and implementing requests reported through: MSCT requests, CCS changes, ECM requests.• Resolve service problems by performing RCA and designing action plans for unknown errors reported.• Perform solution releases by authorizing, validating (changes, upgrades… Show more • Providing level 3 support for the customer that include vendor involvement for complex technical issues.• Resolve service incidents by troubleshooting & solving faults reported.• Perform service changes by assessing risk and implementing requests reported through: MSCT requests, CCS changes, ECM requests.• Resolve service problems by performing RCA and designing action plans for unknown errors reported.• Perform solution releases by authorizing, validating (changes, upgrades, updates, patches and migrations) and implementing it.• Maintain Security Solutions Configuration Management up to date by adding/modifying as implied by incident, change, & release processes.• Manage both internal and external customer calls and provide them with regular updates as per support processes.• Mentor new comers and security associates and provide them with guidance and technical advices.• Perform SIPs actions managed by Senior Security Engineers and update the action plan of the SIP.• Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution. Show less

Egypt

• Troubleshooting and resolving high complexity customer faults.• Provide next level technical support for Level 1 Specialists.• Perform service changes by assessing risk and implementing requests reported within the agreed Change Management process.• Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through Problem Management Dashboard.• Perform solution releases by authorizing, validating (changes, upgrades… Show more • Troubleshooting and resolving high complexity customer faults.• Provide next level technical support for Level 1 Specialists.• Perform service changes by assessing risk and implementing requests reported within the agreed Change Management process.• Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through Problem Management Dashboard.• Perform solution releases by authorizing, validating (changes, upgrades, updates, patches and migrations) and implementing them.• Manage customer calls and provide them with regular updates according to the support processes.• Perform Service Improvement Plans actions managed by senior engineers.• Perform vulnerability assessments and provide recommendations for mitigation actions.• Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion. Show less

Egypt

• Acted as the 1st level of escalation as per the change management process guidelines.• SPOC for the team’s main and most important customer since the 2nd Month of the hiring date.• Initiating and attending meetings and conference calls internally with the top management of both the customer and OBS.• Account as the representor of change management Team.• Founded the internal process followed by the team in handling the ongoing workload cases.• Managed and assessed required… Show more • Acted as the 1st level of escalation as per the change management process guidelines.• SPOC for the team’s main and most important customer since the 2nd Month of the hiring date.• Initiating and attending meetings and conference calls internally with the top management of both the customer and OBS.• Account as the representor of change management Team.• Founded the internal process followed by the team in handling the ongoing workload cases.• Managed and assessed required resources and target timelines for new project assignments.• Providing trainings and supervision for the team new comers.• Acting as the change owner for the customer till the change request is activated and communicate the results to the customer.• Validating the data for each change request.• Liaising with different entities to get the change activated in agreed time as per the agreed SLA with customer.• Ensure and monitor delivery of change implementation within customer agreed down time Involved in proactive actions to arrest the chronic issues before releasing the change. Show less

Cairo, Egypt

• Handle queries and ensuring accurate information is given to the customer about the services and upsell value added services like SMS and courier etc.• Accurate Data check & entry of documents and records Adhere to the standard operating procedures (SOP) Ensure.• Adherence to the Process in order to reduce the number of reprocesses basis the errors highlighted by back office and mission Accuracy and Quality of the application.• Reprocess: No. of errors identified by the mission… Show more • Handle queries and ensuring accurate information is given to the customer about the services and upsell value added services like SMS and courier etc.• Accurate Data check & entry of documents and records Adhere to the standard operating procedures (SOP) Ensure.• Adherence to the Process in order to reduce the number of reprocesses basis the errors highlighted by back office and mission Accuracy and Quality of the application.• Reprocess: No. of errors identified by the mission should be zero.• Accuracy & quality of applications. No. of errors accurately identified and corrected. Ensure 100% accuracy.• Passport reconciliation Report: Audit the Out Scan/ In Scan report to ensure all passports are accounted for.• Ensure all passports are out scanned from Hub to Mission/ Hub to Spoke, and in scanned once received from the Mission.• Ensure urgent applications are identified. Show less