Mahmoud Hassan

Experience

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  New Horizons Computer Learning Centers

  Jul 2010 - Aug 2010

  ICDL Instructor

  • Prepared outlines & course design• Taught and trained several courses for the clients• Motivating and engaging clients in meaning learning and growth

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  BTC Networks

  Dec 2010 - May 2011

  Technical Support Voice Network Engineer

  • Deployment for telecommunication equipments for Nortel Networks (BCM 50 & BCM200/400).• Troubleshooting and configuration of voice system (PABX)• Team working tasks and team building• Trained technical staff on (Meridian & Soft phone(Nortel, Avaya)) installation & configuration• Managing systems remote maintenance and problem solving• Upgrade & Installation patches if needed • Application (Call Parrot)

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  Doneright

  May 2011 - Apr 2012

  Genesys CTI Consultant

  • Responsible for the support and maintenance of the Genesys environment• 2nd line support for Mobinil IVR’s • Installation of DDR (Disaster Data Recovery) Project for Mobinil• Develop an ASR (Automatic Speech recognition) Demo for Mobinil Using Composer GVP 8• Develop A New Application “900” Using Genesys Studio 7.6• Provide Documentation & Manuals for the Customer to any application IBM Provide

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  IST Networks

  Jun 2013 - Jun 2016

  Genesys System Engineer

  • Installation Genesys environment for Mobiserve Project.• Support and maintenance of data integration of the Genesys environment.• 1st line support for Mobiserve IVR’s.• Development and custom reporting for Mobiserve using CCPulse.• Provide Documentation & Manuals for the Customer to any application IST Provide.• 1st line support for end-users IWS.• Troubleshooting production issues.

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  Orange Business Services

  Jun 2016 - Apr 2019

  Voice Problem Management Expert – Voice core network/ Microsoft Lync

  • Tier 2 Incident Management activities through service failure, or error restoration in order to minimize service interruption, and to ensure customer’s business continuity. • Troubleshooting, isolation, and restoration for faults, and incidents on OBS core voice network including multivendor backbone platforms (NEO, Hookah, SBC etc.)• Troubleshooting IPT Microsoft Lync/Skype For Business, SONUS SBCs (Session Border Controllers) and Microsoft LyncSBA’s (Survivable Branch Appliances).• Liaise with the other Orange groups (Service Operations, IBNF, etc.,) to resolve faults on the network and customer.• Liaise with other technical support levels (CTS3/VSM) for fault escalation and resolution. Ensure the efficient analysis and classification of each fault as it occurs on the network.• Keep management informed of any red alert customer and network faults and initiate escalation procedures to higher technical levels and provide them with all fault details.• Activate chronic procedures to respective groups and Voice Service Managers as necessary. Show less

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  Vodafone

  Apr 2019 - now

  CIM Support Tech. Lead

  - Proper project management, active and effective participation as a project manager.- Handling AVAYA & Genesys CTI/IVR issues in Vodafone Call Centers.- Design and implement the best solutions for Vodafone outsourced and off shoring Call centers.- Handling the operation issues of Vodafone outsourced and insourced Call centers.- Plan and conduct upgrades and expansions. - Working with GSM Core Network Teams in voice connectivity solutions between IT and GSM. - Help other team members in achieving their objectives and provide technical consultancy.- Plan for team technical training and ensure that the team adheres to the training plan.- Manage outsourced IT voice staff in all Vodafone Egypt main sites.- Participate in budget planning and setting team objectives.- Work on solving Telecomm Egypt issues to support lines, links, and services.- Ensure delivering a daily, weekly and monthly reports on the operation and the projects status.- Proper communication with customers, management and other pears.- Proper track, follow up, escalation and feedback of issues and problems to management team and vendors / suppliers. Show less