Abdelkawy Aly

Experience

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  Egyptian Armed Forces

  Dec 2011 - Oct 2013

  Operation and Maintenance Engineer

  • Operation and Maintenance for Optical Fiber Stations • Dealing With Alcatel and Siemens PDH and SDH Stations • Splicing & testing (Using OTDR & Light Source & Power Meter).• supervision role for civil works related to fiber cable installation (Trenching, Concrete, pulling cables and PVC….etc)

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  TE Data

  Jan 2014 - Jul 2014

  Technical Support

  • Responsible for wired and Wireless router configuration and troubleshooting • Handle Customers’ inquiries related to technical problem• Provide the customers with quick solutions and exceed their expectations• Experience with installing and administration of different windows operating systems• Maintain call center database by entering information and reporting . Show less

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  NTI (National Telecommunication Institute)

  Sept 2014 - Feb 2015

  Trainee

  • HCNA.• CCNA voice.• C voice.• CIPT1.• Fundamentals of Public and Private Switching Systems.• Private Automatic Branch Exchange (PABX).• Voice Processing Systems.• IP Network Implementation.• IP Telephony/VoIP Implementation.• IP enabled PBX.• IP- PBXs.• Asterisk IP-PBX Configuration

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  Sina Technology

  Feb 2015 - May 2015

  Avaya Engineer

  • Install and configure Avaya voice systems according to the customer's prerequisites.• Perform periodic maintenance tasks to the customers (monitor the performance and the alarms of the voice system, take a full backup of the system and modify the system's configuration if required).• Provides the customers with maintenance support regarding Avaya voice systems (Avaya Media Servers models S8800, S8500, S8510, S8700, S8400 and S8300 with various releases of communication manager, Avaya Media Gateways models G650, G700, G450 and G430) and Avaya IP Office systems.• Working knowledge of associated telephony\VoIP\PBX standards and protocols such as SIP,CO, H.323….etc. Show less

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  Track-Telecom

  May 2015 - Jun 2015

  Avaya Engineer (voip specialist)

  • Providing Remote voice support for two mega projects located in ( KSA &SUDAN) .• Design IP-OFFICE For current company and perform ( Installation & configuration and updates).According to changing needs.• Working knowledge of associated telephony\VoIP\PBX standards and protocols such as SIP,CO, H.323….etc.• Install and configure Avaya voice systems according to the customer's prerequisites.• Perform periodic maintenance tasks to the customers (monitor the performance and the alarms of the voice system, take a full backup of the system and modify the system's configuration if required). Show less

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  Huawei enterprise

  Jun 2015 - Sept 2018

  • Enterprise Egypt TAC is a Technical center supporting all Huawei Enterprise devices all over Africa , middle east and Pakistan • as team leader I manage a team consisting of seven technical CSEs• Provide team leadership and coaching• Works with team, product and business partners to develop roadmaps.• Create weekly, monthly, and quarterly business reviews covering financial and non-financial metrics, including performance against stated objectives.• Focus the team on the tasks at hand or the internal and external customer requirements• Coordinate team logistics• Communicate team status, task accomplishment, and direction• Work with Leadership to provide support and insights to define and drive strategy. Show less

  • Cloud Core Network (Collaboration) CSE Team-Leader

    Jun 2017 - Sept 2018

  • Cloud Core Network (Collaboration) CSE

    Jun 2015 - Jun 2017
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  Orange Business Services

  Sept 2018 - now

  Member of the Security Technical Management team. The team is responsible for managing the security gateways of Orange Business Services SMA cloud and the change/release management of the security nodes for Orange customers.Responsibilities============• Manage all security services upgrades and migration for standard and customized solutions.• Administer and support security infrastructure firewalls.• Configure management traffic for customer’s equipment over Orange SMA cloud security gateways• Perform risk evaluation & feasibility study.• Participate in defining operational guidelines, processes and tools requirements.• Provide technical consultancy to other teams on upgrade and migration projects for different security nodes.Core Network Technologies Include=========================• Juniper SRX, NetScreen Firewalls and NSMs• Checkpoint Firewalls and Checkpoint MDSs• Fortigate Firewalls Fortianalyzer,and FortiManagers• F5 BIG-IP Load balancer• Cisco Routers/Switches Show less In Addition To Previous Position As Telepresence Expert:-Queue Management• Case handling – Priorize by eldest, then by priority and look for higher value services (more complex requests).• SLA – Assure Response to Requester time is met.• Monitor practice queue & provide feedback as issues arise• Quickly identify/analyze network outages, work with vendor to correct problems and create solutions/workarounds in a time sensitive environment• Track and expedite technical issues using ticketing system.• Handle all Priority-1 tickets with excellent customer service in a timely manner. • Create knowledge base and training documentation. Show less • SUPPORT:• Advanced troubleshooting, maintenance, and proactive & reactive• Troubleshoot, identify and resolve Video incidents and providing Level 2 and Level 3 support.• Working on Video Products including Cisco Endpoints ( IX5000, DX70/80, MX200/300/700/800, CTS, TX, SX10/20/80), Infrastructure including Cisco Call Manager, VCS, Expressways, Conductor, Cisco Meeting Server, Telepresence management Suite, TMSXE, Skype for Business And Pexip.• Document all troubleshooting and provide regular updates for all actions executed to solve customer’s incidents via electronic case management system.• To keep management as well as customer informed of any major faults.• Liaise with other internal teams to resolve faults affecting video service.• Activate escalation procedure with vendors ( Cisco TAC, Polycom, Microsoft) when needed.• Document and Perform change management activities which includes implementing customer simple and complex changes. Also, creating migration guides and implementation guides.• Perform release management activities quarterly which includes implementing new releases and upgrades to recent and latest software.• Act as technical escalation point for video implementation teams.• BUILD:• Video configuration of endpoints for new customers as well as for new sites of existing customers.• Infrastructure setup, implementation and migration for new customers as well as for new sites of existing customers.• Ensure that Pre-tests and internal validations are carried out.• Support testing with customer[ATP] before handing-over to operations.• Close• Work with VSAMs, Field personnel & partners to successfully resolve all customer questions to aid in the closure. Show less

  • Security Engineer

    Dec 2021 - now

  • Cisco Telepresence Problem Management Shift Leader

    Nov 2018 - Nov 2021

  • Cisco Telepresence Problem Management Expert

    Sept 2018 - Nov 2018