Mohammed Abu Qutaish

Experience

• 

  Estarta Solutions

  Jun 2020 - Aug 2024

  -Understanding Internal Architecture of WebEx Services , Troubleshooting problems and analyzing them and providing effective root cause analysis-High value "VIP" Support Desk designated for Cisco partners/Customers."white glove service"-Setup test labs and experiment and provide best practices to customer based on Cisco recommendations and thorough testing-Effectively troubleshooting issues within WebEx Management Platform (Control hub) , engage Business unit if applicable to satisfy customer needs-Provide guidance on best practices for cicos collaboration devices endpoints (Room devices/board/desks) , troubleshoot the issues found and provide solutions, and provide analysis through log reading and PCAP analysis, and if needed raise a Return Merchandise authorization ticket to replace the device-Familiarity with SAML , Oauth 2.0 technologies and provide the needed guidance to implement SSO technology within control hub and troubleshoot those issues-Knowledge with Directory connector, deploying, resolving common issues and provide best practices to ensure the needed synchronization for customer between their active directory on-prem and cisco cloud service for managing users-Troubleshoot in-meeting audio related issues and teleconference ones and engage carrier when needed Show less • Experience in designing, implementing, and maintaining Cisco Webex Voice solutions• Strong understanding of SIP and VoIP protocols.• Have the general knowledge and basics of networking• Familiarity with Cisco Cloud Based Suite (Webex Calling, Webex Calling Dedicated Instance, Control Hub, Hybrid Services, Analytics, etc.)• Strong understanding and configuration abilities with Cisco ISRs and traditional Voice Gateways• Familiarity with Active Directory technologies (Azure, On Prem AD, Okta, etc)• Basic Troubleshooting capabilities with Voice/Video (QOS, Log Gathering, etc)• Knowledge of Cisco Collaboration Endpoints, such as IP Phones, Video Endpoints, and Webex Boards• Strong analytical and problem-solving skills• Excellent communication and interpersonal skills Show less  Being a technical expert in Cisco Cloud products with great knowledge ofnetworking Effective planning, prioritization, and organization skills. Driving for continuous learning, results orientation, and teamwork. Guiding and performing activities that contribute and are aligned with Cisco TAC business strategies. Proven crisis management skills. Demonstrated leadership skills in small projects and teams Working on problems of diverse scope where analysis requires furtherevaluation of identifiable factors and correlation of data. Working on complex and diverse problems where analysis requires in depthevaluation of factors with imaginative and innovative troubleshooting andexperimentation. Effectively working with Cisco TAC and cross-functional teams to resolve major customers’ issues. Assisting in the hiring cycle by leading technical assessment sessions and providing input to the hiring manager on the technical abilities of the candidatesTeam Collaboration Duties :1. Doing Case Reviews 2. Providing technical training3. Mentoring other CSEs4. Maintaining KPI targets:a. Closureb. Customer Satisfaction c. BL Size/Age5. Managing weekend shift, as needed.6. Joining meetings and calls with other centers to improve collaboration and resolve conflicts.7.Designing technical trainings for the team. 8.Working to enhance the overall team performance.-Mentoring Duties :Greece team +Provided comprehensive training programs and mentored new employees,covering theoretical knowledge and practical skills.+Created structured training plans with clear objectives, timelines, andevaluation methods.+Fostered a supportive environment where new employees felt comfortableseeking assistance and asking questions.+Offered regular feedback and constructive criticism to help new employeesimprove their performance.+assisted in Mock calls/tests and final evaluation of new Hires. Show less

  • Skilled Based Routing (SBR) Cloud Engineer

    Nov 2023 - Aug 2024

  • Cisco WebEx Calling Engineer

    Jan 2023 - Nov 2023

  • Senior Cloud Support frontline (Technical Consulting Engineer)

    Nov 2022 - Jan 2023

  • Senior Technical Consulting Engineer - Premium Support

    Oct 2021 - Nov 2022

  • Senior Technical Consulting Engineer (CSFL)

    Dec 2020 - Oct 2021

  • Technical Consulting Engineer (CSFL)

    Jun 2020 - Dec 2020