Sherif Sadek Email and Phone Number

• Validate the detailed technical design of complex VPN Implementations.• Accountable for the right-on-time and right-first-time error-free for basic & full configuration for new implementations for MPLS & SD-WAN connections.• Perform router configuration, activation and acceptance testing for new implementations (Organic Growth) with field engineers.• Perform provisioning & meshing function for new implementations.• Specify with the customer and internal requestor the acceptance testing procedures for complex VPN changes.• Provide expert support to pre-sales and project managers on VPN change management requests on case-by-case basis.• Document the VPN design and make it available to the operational entities in case needed.

• Handling high business impact incidents.• Shift leader and taking the responsibilities of the Team Leader, acting as first level of escalation.• Troubleshoot and handle all complex incidents within the time frame agreed with the business.• Act as SPOC specific to important & critical customer.• Distributing work load among the team members and reporting shift statistics .• Provide technical point of contact for customer's incidents.• Own the resolution responsibility of the reported customer incidents either solely or with thehelp/intervention of other teams.• Document all troubleshooting and incident management actions via the electronic incidentmanagement system in a timely manner.• Provide performance reports to management to track and work on enhancing team performance.• Working closely with field engineers, vendors and service providers to adequately test and resolvehardware/software issues.• Respond to all escalations on a timely manner in line with company procedures.• Ability to build relationships with peer and management levels both with clients and thecompany management.• Diagnose fault-related incidents by effectively utilizing software diagnostics and othernetwork/product utility programs.

• Troubleshooting DSL, Frame Relay, ATM & Metro-Ethernet network issues and solving incident problems for Enterprise Network Management customers worldwide.• Following a specific process for escalations and team referrals to solve cases within a time limit according to the customer service level of agreement.• Provide technical point of contact for customers’ incidents.• Owns 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 incident management actions via the electronic incident management system in a timely manner.• Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.• Regular monitoring of customer network devices and networks (WAN & LAN).• Perform and own technical management escalations in line with company procedure and case excellence policy.• Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative.

• First Line Helpdesk• Core Network Monitoring and Support.• Manage user’s accounts on Active Directory and Exchange server.• Configure IP Phones and voice VLANs on Access Switches.

The Internship I have done was in Industrial Automation.Modules:1- Engineering of DCS.2- Programmable Logic Controller (PLC).3- Field Instruments.

The Internship I have done was in:- Telecommunication Theory Foundation.- PBX Theory of Work.- Dial Plan Fundamentals.- PBX Basic and Advanced Features.- Key systems and PBX systems.- Types of Control.- Analog and Digital Trunking.- Local Loop Content.- Networking.