Sergio Diab

Experience

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  Alfa Telecommunications

  Jul 2016 - Jun 2019

  Communication Expert

  Worked as Customer care and communication expert officer , with the following responsibilities: - Utilizing in-depth knowledge of the company’s products and services, as well as common complaints and their solutions, to effectively address customer inquiries and concerns.- Managing large volumes of inbound and outbound calls in a timely manner, while ensuring conversations remain clear and productive.- Proactively identifying customers’ needs, clarifying information, conducting research on every issue, and providing solutions to ensure customer satisfaction.- Building sustainable relationships with customers by going the extra mile fostering loyalty and satisfaction. Show less

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  Data Consult

  Nov 2018 - Aug 2022

  Worked as Full time Support and integration engineer at Fawaz Al Hokair, SAICO and Derayah financial, with the following responsibilities: - Configuring Cisco Layer 2 and Layer 3 switches across all 86 malls in KSA, including implementing STP, VTP, VLANs, and ensuring network high availability.- Administering and configuring Fortinet FortiGate Firewalls across all 86 malls in KSA and international sites.- Analyzing and diagnosing complex networking problems, including those related to Unified Communications and Collaboration solutions.- Configuring, testing, and managing Cisco IOS gateways.- Installing, configuring, and administering Manage Engine products.- Implementing and integrating Unified Collaboration projects based on Cisco UC Technology.- Virtualizing Cisco UC solutions on UCS box based on VMware ESXi.- Implementing ZOOM call recording within the UC infrastructure. Show less Worked as Full time Collaboration integration engineer, with the following responsibilities: - Leading the implementation and integration of Unified Collaboration projects based on Cisco UC Technology.- Providing comprehensive support and troubleshooting for all Unified Communications (UC) components while handling daily tasks to maintain optimal system performance.- Successfully migrating Cisco Contact Center clusters between buildings with minimal operational impact.- Virtualizing Cisco UC solutions on UCS box based on VMware ESXi.- Integrating ZOOM call recording within the UC infrastructure in various projects .- Configuring, testing, and managing Cisco IOS gateways.- Configuring Cisco Layer 2 & 3 switches, including STP, VTP, VLANs, and ensuring Network High Availability. Show less

  • L2 Managed Services Engineer-KSA

    Nov 2020 - Aug 2022

  • Unified Communications Engineer

    Nov 2018 - Nov 2020
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  IST Networks

  Aug 2022 - Nov 2023

  Senior Cisco Systems Engineer ( UCCE | PCCE | UC )

  Worked as a Full-time Senior Consultant and Support Engineer at American Express KSA, with the following responsibilities:- Configuring, supporting, and troubleshooting all Unified Contact Center Enterprise (UCCE) and Packaged Contact Center Enterprise (PCCE) components including CVP, AW, Rogger, PG, SQL, and CUIC.- Configuring, testing and managing Cisco IOS gateways.- Providing comprehensive support and troubleshooting for all Unified Communications (UC) components while handling daily tasks to maintain optimal system performance.- Successfully migrating Cisco Contact Center clusters between buildings with minimal operational impact.- Upgrading Cisco Contact Center from version 11.6 to 12.6, along with upgrading Cisco Integrated Management Controller (CIMC) and ESXi hosts to the latest supported versions. Show less

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  ZainTECH

  Nov 2023 - now

  Senior Specialist Network Engineer

  Working as Full time Senior Specialist Network Engineer at The Saudi Authority for Industrial Cities and Technology Zones- MODON, with the following responsibilities:- Specializing in the configuration, optimization, and troubleshooting of F5 Global Traffic Manager and Local Traffic Manager systems to ensure seamless load balancing and application delivery.- Managing, upgrading and troubleshooting Riverbed performance management solutions.- Managing, configuring and upgrading SolarWinds Orion while utilizing it for comprehensive network monitoring and reporting.- Configuring and maintaining Cisco routers and switches, ensuring efficient network traffic management and connectivity.- Providing support and troubleshooting for all Unified Communications and UCCX components while handling daily tasks.- Managing Cisco DNA , leveraging its capabilities for network automation, assurance and network upgrade.- Configuring, upgrading, and managing Imagicle call recording systems.- Swiftly diagnosing and resolving complex network issues to maintain service quality and reduce operational disruptions.- Creating detailed technical documentation and guides to support network operations and troubleshooting procedures. Show less