Walid Elshamy Email & Phone Number

Laval, Qc, Ca

Montreal, Quebec, Canada

Montreal, Qc

Montreal, Qc

Specialties:Embedded SystemsEncoders (Makito X4, Makito X, Makito, KulaByte, Barracuda)Decoders (Makito X4 Decoder, Makito X Decoder HEVC, InStream, Makito Decoder, CoolSign, Amino, Enseo)IP Video System (Furnace)DVB-IP Gateways (Torpedo)Responsibilities:Part of an agile/scrum team planning, designing, documenting and developing test specifications and test requirements for manual as well as automated testing of company's products.Documenting, designing, executing and troubleshooting system load, performance and stability testing plans for system level testing.Conducting usability product testing and analysis to ensure the highest level of products' quality, interactivity and end-user functionality.Ensuring that test results are promptly and accurately recorded.Troubleshooting software defects and ensure that they are logged quickly with clear description, replication steps and possible workarounds.Collaborating with developers to resolve software and hardware related problems.Ensuring that resolved issues are verified and closed in timely manner.Providing support to beta customers during the beta cycle.Participate in technical documentation reviews.Actively participate in design and further improvements of the internal testing tools as well as the testing process in general.Tracking issues in Bug Tracking database.Automate test plans for certain aspects of the product.Testing and validating stream and network protocol compliance.

Montreal, Qc

Specialties:Workflow & Playout: Master control switching and channel branding.(Imagestore 750, iMC-100/200/300 , Vertigo XG, Intuition XG, Vertigo Suite, LGK-3901, HMP-1801, PCS-002/003, Pres-Station, RCP-BR Panel) Responsibilities:Configuration and trainning of Broadcast equipment including Master control, channel branding, routers, signal processing and IT-based automated playout for multi-format content delivery.Testing products hardware and software to determine the root cause of reported issues.Installing products or systems at customer sites and deliver training to customers in-house or abroad.Taking ownership of escalated issues and ensure that issues are dealt with in an efficient manner which results in a quick and effective resolution for our customers.Maintaining the lab environment to ensure proper software/hardware tests can be conducted to emulate customer/field issues.Constantly reviewing new product releases to maintain an expert level of product knowledge.Logging defect reports based on product flaws revealed in escalated support cases.

Montreal, Qc

Responding to Customer Calls, Emails,Voicemails and Automated Requests.Troubleshot Complex issues with CustomersTroubleshooting Network issues (IP, DNS, WINS, DHCP)Troubleshooting SQL Database issues.Analyze, evaluate and plan of approach and procedural solutions to meet customers' requests. Diagnose and solve technical problems in multi-tier customer networks.Provide system status to field technicians and all levels of management. Conduct tests and investigations of a complex nature in the design, development or evaluation of devices, systems or applications. Travel to customer locations for team assistance in revenue generating field and project related activities.

Westmount, Qc

Planning, designing, implementing, and maintaining efficient information technology networks.Responsible to configure, install, and administer network infrastructure and telecommunication systems.Designing, installing, and configuring Local Area Networks and designing and simulating Wide Area Networks.Adding and changing user desktop and email accounts.Configuring, troubleshooting, and deploying Cisco 1700, 1800, 1900 routersAssisted staff in training and supporting users on various operating systems and workstations Troubleshooting network connections on WAN and LANManaged the process of tracking requests, problems, and resolutions using current logging system Execution of all IT procedures and programs Installation, configuration, & maintenance of clients Servers & Workstation

Pointe Claire, Qc

Providing level 2 technical support for the various Epicor solutions including coaching, following up on defects and reporting it to the development team, testing fixes and piloting it over to clients.Work with Epicor clients and understand their needs to provide them with appropriate solutions. Develop and maintain a high level of expertise across all Epicor products Consistently meet or exceed team and individual objectives related to client satisfaction, quality, and productivity Install and upgrade Epicor applications Configure, document and test software Log, troubleshoot, diagnose, and resolve technical issues during project implementations Communicate clearly and effectively with clients Review customer call history and trending analysis so that timely quality service is provided to the assigned customer base.Worked as onsite technician for Epicor clientsResponsible for proper call coding and call closure of technical service request created and maintained within the call tracking system (Siebel).

Montreal, Qc

Maintaining quality customer service by supervising the tasks and responsibilities of all assigned staff of the Customer Support Department.Ensuring all incoming calls from client and/or customers are executed in a professional, polite, and courteous manner.Maintaining accurate documentation and recording in required systems.Supervising team productivity, monitoring workload, and addressing periods of peak volume, ensuring quality and standards are consistently achieved and guidelines are followed and met.Ensuring excellent customer services by training employees and providing feedback to existing employees regarding areas of improvement and development.Maintaining diplomacy and tact when dealing with upset or escalated calls.Ensuring all staff track daily calls.Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.Participation in Company Programs must meet minimum performance standards.Accountable for all decisions, actions, and directives with respect to job responsibilities.Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.Following up in a timely manner to ensure customer satisfaction.Providing feedback to management concerning possible problems or areas of improvement.Making recommendations to implement improved processes

Montreal, Qc

Provided prompt resolution to customer inquiries by providing appropriate and accurate information.Accurately document and update records in required systems.Following up in a timely manner to ensure customer satisfaction.Always up to date on all programs, systems, and procedures necessary to perform job effectively.When requested, upsell and/or cross-sell products or services to customers where appropriate.Communicate feedback and progress to management.Maintained diplomacy and tact when dealing with upset or escalated calls.Escalated customer complaints and/or calls through the appropriate channel to management.Knowledge, understanding, and compliance with Protocol policies and procedures.Providing feedback to management concerning possible problems or areas of improvement.Making recommendations to implement improved processes.

Comprehensive Project Management (Ceng221), Project Management

PMI

Digital Media: Production To Distribution Using Ip

Activities and Societies: IP Based Facility and Workflow Overview Migration to IP (Architecture, Processes and Key technology building.

Associate’S Degree, Computing & Network | Ccna Routing And Switching

Activities and Societies: Cisco (CNAP CCNA Semester 1&2 ver. 3.0) Linux (Servers and Desktops) Windows (Servers and Desktops)

Bachelor’S Degree, Computer Science