Ramadan Krera

Experience

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  Huawei Technologies

  Dec 2010 - Mar 2015

  Field Maintenance Engineer

  Providing the Technical Support to maintain Mobile Networks services Availability, Performance.Based on emergencies, and planned activities.Technical support is concerned with RF, Telecom, Power Sources, Site’s Retention, Expansions, and Urgent Interventions.Handling & Managing Sharm Office’s

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  Orange Business Services

  Mar 2015 - now

  Detecting and diagnosing customer’s network faults based on different vendors andTechnologies (Riverbed, Cisco, Ipanema)Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.Provide updates to the customer as needed to meet customer stat-using and performance objectives.Perform technical and management escalations in line with company policy and caseExcellence.Monitor systems, customer networks and products, dealing with alerts and events as appropriate, continuously monitor for any repeated / chronic network problems and implement corrective/ prevention action plan.Analyze network recording diagnosis and resolution of network faults & hardware capacity and availability to meet ongoing and expansion requirements while maintaining a secure environment. Provide statistical information on IS activities status and prepare technical reports as required. Coordinates testing and/or hardware replacement with vendors, Field Services andCarriers.Accept calls whether directly from customers to diagnose customer problems. Show less Working within a team of Incident management specialists to solve network problems anddo professional technical support.Provide updates as needed to the customer in order to meet performance objectives.Owns the resolution responsibility of the reported customer incidents either solely or withthe help/intervention of other teams.Document all troubleshooting and incident management actions via the electronic incidentmanagement system in a timely manner.Obtain and document data integrity issues and ensure getting valid Reason for Outage(RFO) when applicable and to note it in detail and gain agreement to incident closure bycustomer or Service desk representative. Show less

  • Global Tech Support Specialist

    Apr 2016 - now

  • Incident Management Specialist

    Mar 2015 - Apr 2016
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  Microsoft

  Oct 2018 - now

  Senior Network Support Engineer

  • Taking ownership of Service Requests within SLA and contacting the customer as per contract requirements. • Accurately identifying the problem, understanding the needs and pain points of my customers and developing solutions to address them to their highest satisfaction. • Solving complex technical problems, while providing value through my service. • Document each incident accurately and contribute to the internal and public knowledge base trough KB / Blog articles.• In Networking Team, we are supporting the troubleshooting and the diagnoses of several technologies/protocols:TCP/DNS/DHCP/VPN/Always On VPN/SMB/DFS/Wireless/Miracast/NLA/DNS SEC/Windows Firewall/NCSI/NIC Teaming/HTTP/HTTPS/IPSec/Virtualization - Empowering the team with knowledge sharing, Communication Skills, and guidance. Show less