Peter Mickael

Experience

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  Egyptian Armed Forces

  Jan 2008 - Mar 2009

  Technical-support

  Provide IT technical support While doing the military service.

• 

  ECCO Outsourcing

  Jan 2010 - Jan 2013

  o Lead the Unified Communications team, on multiple-projects and supporting multiple-customers.o Provides professional technical support for all voice issues (Contact center, IPT, VoIP).o Work closely with sales, AM, BU representatives, and clients.o Design, validate, and develop a customer solution requiring the sourcing of 3rd party services.o To keep Management informed of any red alert for the Network faults.o Provide VoIP & Cisco IPT training to team members and newcomers and other technical teams.o Member of the Project management team assigned for lunching new projects, from IT perspectives.o Create and develop easy to follow step-by-step procedural documentation. Voir moins o Administrating and deploying many features on Cisco call manager version 4.2 & version 8.1 for cooperate scale (more than 750 IP-Phone)o Administrating Cisco voice gateways & CUBE (Cisco unified border element).o Administrating ICM v7 & v8 for IPCC (IP contact center) solution.o Administrating & configuring IVR scripts. o Administrating CVP (Customer Voice Portal) technologies & configuring scripts.o Attended & participated in the upgrade phases from UCCM version 4.2 to UCCE Version 8.1.o Attended & participated in the upgrade phases from ICM version 7 to 8.o Configuring CME (Call-manger Express) & CUE (Unity Express) to operate in a call-center mode.o Administrating & troubleshooting voice recording systems such as VPI & I-Listeno Administrating network for Cisco Routers & switches (Access, Core).o Installing network infrastructure for ECCO’s new sites (Core & Accesses switches). o Managing network & VPN connectivity between the company’s branches.o Maintaining routers, switches & voice gateways hardware.o Deploying a complete UCCX solution V.8.5 (Unified Contact Center Express) in lap environment.o Familiar with AVAYA’s PBX & contact center enterprise (CCE) technologies. Voir moins o Respond to requests for technical assistance in person, via phone, electronically.o Diagnose and resolve technical hardware and software issues.o Research questions using available information resources.o Advise users on appropriate action.o Follow standard help desk procedures.o Log all help desk interactions.o Redirect problems to appropriate resource.o Identify and escalate situations requiring urgent attention.o Track and route problems and requests and document resolutions.o Prepare activity reports.o Stay current with system information, changes and updates. Voir moins

  • Senior Voice Engineer

    Jan 2012 - Jan 2013

  • Voice Network Administrator

    Jan 2010 - Jan 2012

  • Help-Desk Technical Support

    Jan 2010 - Jan 2010
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  IT Academy Training Center

  Mar 2012 - Jan 2012

  Technical Instructor

  From 1/3/2012 : (Part-time job)o Teaching Cisco CCNA & CCNA-Voice course.o Preparing & managing materials, labs & network simulation program for the training.

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  Orange Business Services

  Jan 2013 - Jan 2022

  - Implement/Instal all Cisco Unified communications products “CUCM, CUC, IM&P, CUE, UCCX, CUEAC, VGWs, CUBE, Analog VGs, Webex meetings , etc.” in both modes Unified communications as a service (UCaaS) and Business together (B2G).- Execute/support acceptance test plan (ATP) in the approved time window.- Be fully aware of the customer IPT Telephony technical standards for Unified communications as a service (UCaaS) and Business together (B2G).- Participate in kick-off meeting, Prepare site configuration during staging phase as per the design document (LLD).- Timely resolution with proper justification of any pending issues during port implementation after the ATP.- Provide expert support to Pre-sales and Project Managers on IPT change Management/Implementation requests on case-by-case basis.- Perform Feasibility study and risk assessment of technical design, Suggest changes in technical design if required.Selective Customers:-• BASF • Maersk Group• Singapore Airlines • GlaxoSmithKline – GSK • Hapag-Lloyd - Global container liner shipping• Takeda• Michael-Page• Flowserve• Amcor Voir moins Responsibilities:• Troubleshoot, identify and resolve all the Cisco Unified Communication “UC” and backbone voice Incidents. (CUCM-CUC-CUE-CME-CUEAC-VGW-CUBE, etc.)• Troubleshoot, identify and resolve Contact Center (UCCE). (ICM scripts ,CUIC, CCMP, CTI, finesse, etc.)• Troubleshoot, identify and resolve Contact Center Contact Center Express (UCCX).• Troubleshoot, identify and resolve Right Fax.• Deliver UCCE training to my collages, including training materials and LAB environment for the UCCE/CVP/UCCX technologies.• Document all troubleshooting and provide regular updates for all actions executed to solve customer’s incidents via electronic case management system. • To keep management informed of any major customer or network faults.• Liaise with other internal teams to resolve faults affecting voice service.• Activate escalation procedure with vendors when needed.• Perform change management activities (Design and Implement customer simple and complex changes).• Perform release management activities (Plan and implement new release and upgrades)• Act as escalation point for voice implement teams.Selective Customers:• World Bank Group• Singapore Airlines• BSEF• Philip Morris International Group• Maersk Group• GlaxoSmithKline – GSK• Hapag-Lloyd - Global container liner shipping• Agilent Technologies• Flowserve• SITA• Akzo Nobel N.V. Voir moins

  • Unified Communications Implementation Expert - Cisco Collaboration

    Jan 2019 - Jan 2022

  • Cisco IPCC ,IPT incident Management Expert - VOCCTS2

    Jan 2013 - Jan 2019
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  Cisco

  Jan 2022 - now

  • Senior Consulting Engineer

    Jan 2024 - now

  • Consulting Engineer

    Jan 2022 - Jan 2024