Mohamed Hamza

Experience

• 

  ECCO Outsourcing

  Jun 2005 - Jan 2009

  Voice System Engineer

  - Instrumental in the installation, configuration, implementation, troubleshooting, maintenance and upgrade of Cisco Contact Center different solutions and applications.- Providing Training sessions for both end users & system admins.- Generate and maintain a suite of technical documentation.- Keeps track and trouble shoot all technical issues related to the deployed systems.- Provide troubleshooting and fault-finding services for network problems.

• 

  IST Networks

  Jan 2009 - now

  - Lead the technical delivery of the solution. Provide the vision for the team by decomposing the solution into components, determining tasks and methodologies, and assigning resources. Clear ongoing communication, direction, and motivation to the team.- Deliver the defined services package as part of project implementations (consisting of requirement analysis, product installation and interfaces, and consulting for business application configuration), either as an individual contributor for the more complex requirements for larger projects, or for the entire scope for smaller projects.- Planning determines the technical constraints and dependencies for the project delivery, identify risks and mitigation strategies. Review project performance (completion, quality, and effort) of the team. Working with the PM, make the necessary plans.- Provide status reporting and escalation to the project owner; this may be via a PM. Deliver technical project management for small to mid-sized projects. Work closely with Concilium Software project managers and other implementation team members to ensure quality and timely delivery of services following the established project methodology.- Solution Quality robustness, standards adherence, meets design/architecture, maintainability.- Test Strategy what do we test and how.- Project Component Quality of the resource deliverables.- Engagement closure: Deliverables sign-off and customer satisfaction survey.- Post-engagement: Contribute project artefacts (as built) and methodology best practices to the team s knowledge base; advertise project success both internally and externally.- Troubleshoot technical issues encountered in project implementations and production systems by working with peers and vendor technical support specialists.- Change requests and enhancements: assessment, planning and delivery. عرض أقل Providing medium to advanced scripting, configuration, administration, troubleshooting and support of Cisco ICM/ CVP architectures. and responsible for client management, mentoring of peers, technical solution development and delivery, deployment validation and advanced troubleshooting of releases. Integration with other enterprise applications and back-office systems. Experience with multi-site configurations and hybrid (IP & TDM) environments in a consulting or large system administration role.- Troubleshooting and support experience with Cisco ICM / CVP Enterprise. Design, integration, and deployment. - Cisco IP Dialer development and support experience.- Experience with CISCO IP-IVR Application performing design, development, and support functions. - Experience performing CISCO ICM Script Design and Deployment. - Experience with CISCO CVP Application Design and Development.- Implementing Cisco Enterprise Chat and Email (ECE). - Familiarity with Cisco Unity Architecture deployment. - Familiarity with H.323, SIP and/ or MGCP protocols.- Familiarity and exposure to SQL Query Analyzer/ RCD/ TCD/ Call Trace/ Log Analysis - Multi-site configuration and hybrid of enterprise level IP and TDM environments. عرض أقل - Extensive experience with Cisco UCCE and PCCE solutions, including installation, configuration, administration, and maintenance.- Knowledge of voice, data, and video communication technologies such as IP telephony, VoIP, and video conferencing.- Understanding of contact center technology concepts, such as ACD, IVR, Call Routing, and CTI.- Experience in integrating UCCE/PCCE with other Cisco and third-party technologies, such as Cisco Unified Communications Manager (CUCM), Cisco Unified Presence Server (CUPS), and Cisco Finesse.- Strong problem-solving skills, ability to troubleshoot complex technical issues, and ability to provide effective and efficient technical support to clients.- Familiarity with virtualization technologies such as VMWare. عرض أقل

  • System Engineering Technical Lead

    Jan 2017 - now

  • System Engineer Team Lead

    Jan 2013 - Jan 2017

  • Senior System Engineering

    Jan 2009 - Jan 2013