Diaa Mowafy

Experience

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  Systel Telecom

  Aug 2008 - Sept 2008

  Trainee at SYSTEL for Communication Construction "SYSCON" (Motorola Egypt)
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  Siemens

  Aug 2009 - Sept 2009

  Trainee at Corporate Development – Siemens One CD-SO division
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  华为

  Aug 2010 - Jan 2011

  Networks Operations Center – Front Office Engineer (Etisalat project)

  Job Description:-Perform Network Monitoring and Event Management/Trouble Ticket management-Perform First line fault Diagnostics and Performance Reporting

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  Orange Business

  Jan 2011 - Feb 2021

  Key Responsibilities:• Perform Feasibility study and risk assessment of technical design, Suggest changes in technical design if required.• Be fully aware of the customer IPT Telephony technical standards.• Participate in kick-off meeting.• Prepare site configuration during staging phase as per the design document (LLD).• Provide Installation support to FOIS on site engineer• Support ATP execution with FOIS and TSO RVM.• Complete ATP in approved window.• Provide expert support to Pre-sales and Project Managers on IPT change Management/Implementation requests on case-by-case basis• Timely resolution with proper justification of any pending issues during port implementation after the ATP.• Point of contact for customers Danone, Avery Dennison, TRW Automotive, SGS groupProjects: 10 sites deployment for customer AMCOR on CUCM, CUC, UCCX and SRST GW2 projects for customer PWC, SIP integration with OBS and UCCX AA script build3 sites deployment for customer Avery on CUCM, CUC and SRST GW7 projects for customer GSK including 5 sites on CUCM, CUC, UCCX and SRST GW and 1 analog GW installation and 1 CUCM device pack upgrade1 project for customer WBG migration to CUCM2 major project for customer Danone including EMEA cluster build(CUCM, CUC, CUACA, UCCX) and implemntation of the HQ site in Belgium and another site in Amsterdam2 Site move for customer 3M (supporting the move technically)1 SRST GW config & deploy for customer SITA3 Site deployment for customer SIA on CUCM, CUC and SRST GW2 sites deployment for customer Heineken on CUCM, CUC, UCCX, SRST GW and SIP connection to PSTN on CUBE5 sites deployment for customer Hapag-Lloyd on CUCM, CUC, UCCX, SRST GW and SIP connection to PSTN on CUBE4 sites deployment for customer SGS on CUCM, CUC, UCCX and SRST GW3 sites deployment for customer APL Logistics on CUCM, CUC, UCCX, SRST GW and SIP connection to PSTN on CUBE1 project for customer TRW to integrate a UCCX script for AA Show less Working as a Cisco Unified Communications Engineer with the below responsibilities •Troubleshoot, Identify and Resolve all VoIP & IPT related incidents over different technologies/Vedors:-Cisco Unified Communications Manager-Cisco Unity Connection-Cisco Unified Presence Server-Cisco Unified Attendant Console-Cisco Unified Contact Center (UCCE & UCCX)-Cisco IOS Platforms (Gateways)-Cisco Video Solutions (Telepresence & Tandberg)-Microsoft Right Fax Server-Cycos MRS Messaging Server-Single Wire Informacast Paging Sever•Document all troubleshooting and provide regular updates for actions executed to solve incidents. •Liaise with higher level support and other internal teams to resolve faults affecting voice services. •To keep management informed of any major customer or network faults.•Activate escalation procedure with vendors when needed. •Perform change & release management activities (implement simple/complex changes and upgrades). •Act as escalation point for voice implementation teams.•To undertake any other reasonable task as assigned by the management team.•Supported Customers:-AP Moller & Maersk Group-World Bank Group-British American Tobacco-Flowserve-GlaxoSmithKline-Hapag-Lloyd-Philip Morris International-Marsh & McLennan Companies-Mondi-Owens-Illinois-Société Générale de Surveillance-SITA-Total Oil Trading S.A (TOTSA)-UNHCR-Verwaltungs- und Privat-Bank-Brunel-3M-TRW-Sidel-L'Oréal-Avery Dennison Show less •Key Responsibilities:-To provide a professional first point of contact with the customer Network Operations Center.-Act as 2nd level of support “CTS-2” for all IPVPN “Data” and Cisco IPT “Telephony” related issues.-Troubleshoot and handle all complex incidents within the time frame agreed with the business.-Own the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.-Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.-Liaise and refer issues to correct/relevant entities and other Vendors/third parties as appropriate.-Perform technical escalations to teams in line with company procedure and service excellence policy.Awards:-Was appointed as Senior (Shift Leader)-Won "Best Performing Team" in Orange Egypt during the 2nd half of 2011.-Won "Team of the Quarter" in Orange Egypt during the 4th Quarter of 2012.-Won a "Local Award" for Best Performing Team Member in 1st Quarter of 2013 Show less Key responsibilities:-Conduct initial diagnostics and undertake full fault diagnostics to resolve where possible, customer faults -Provide a professional technical point of contact for customers-Diagnose fault related incidents by effectively utilizing software diagnostics and network/product utility programs-Provide timely updates to the customer in order to meet performance objectives and service level guidelines-Ensure incidents are allocated to the most appropriate ‘next step’ as part of the incident management process-Perform technical escalations in line with company’s procedures-Monitor systems, customer networks and products, deal with alerts and events as appropriate-Liaise and refer issues to relevant entities-Document all troubleshooting and incident management actions-Undertake any other reasonable task as assignedAwards:-Won "Team of the Quarter" in Orange Egypt during the 1st Quarter of 2011. Show less

  • Senior UC Implementation Expert (Cisco)

    May 2020 - Feb 2021

  • Unified Communications Implementation Expert - Cisco Collaboration

    May 2016 - Feb 2021

  • Telephony Operations Incident Management Expert – Cisco UC Engineer

    Apr 2013 - Apr 2016

  • Senior IPT/Data Incident Management Specialist – VOIP Networks Engineer

    Sept 2011 - Mar 2013

  • Incident Management Specialist – Network Engineer

    Jan 2011 - Sept 2011
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  Benya Systems

  Mar 2021 - May 2022

  Unified Communications & Collaboration Consultant
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  CONNECT Professional Services

  Jun 2022 - Dec 2023

  UC & Collaboration Team Leader
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  Orange Innovation Egypt

  Jan 2024 - now

  Senior Qualification and Validation Engineer (R&D)