Muhammad Ali

Experience

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  Orange Business Services Sénégal

  Aug 2003 - Jul 2005

  IT Support Engineer

  A skilled Help Desk professional providing user support and solutions in high demand work environments. Proven track record of efficiently diagnosing and resolving complex customer issues within agreed time scales. In-depth knowledge of a range of software applications and operating systems. An independent and results-driven worker with a strong commitment to increasing team productivity. Effective team player with excellent communication and decision making skills.Key Responsibilities:• Logging calls in HEAT CRM tool for any service requests and incidents reported by Users.• Working knowledge of CosmoCom Universe call center software.• Remotely troubleshooting Intranet apps, OS & desktop software related issues such as MS-Office, Antivirus, Acrobat reader, and Account lockout issues, password reset requests, etc.• Receive incident & service request reports from Users via telephone or email & make sure 100% calls are captured in the HEAT call logging tool.• Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.• Link the service request & incident record to User ID & configurations.• First level support to attempt to resolve the incident, use remote control if necessary for incident resolution.• Track the incident and service requests until closure and keep the User up to date with the status.• Functional escalation in case the incident resolution and service request completion time exceeds the agreed SLA.• Receive service requests forms that have passed the business assessment & approval procedures.• Notify Users about major system/network outages & escalate same to appropriate support teams Show less

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  ZTE Corporation

  Jul 2008 - May 2010

  Core Network Engineer

  Network & System Engineer focusing in Telecom & Enterprise Environment. Responsible in Network Design, Implementation, Optimizations and Operations with hands on experience on multi-vendor platforms including Juniper, Cisco & ZTE based routers, enterprise and backbone switches, firewalls and Network management softwareKey Responsibilities:• Alcatel-Lucent OXE OmniVista 8770 NMS administration (configuration of new office sites; user administration; project for replacing digital phones with IP phones; sip trunk configuration towards ZTES Romania; auto attendants; call center; IP/ digital/ analogue phone and fax configuration; troubleshooting incidents)• Design, Configuration & Troubleshooting IP/MPLS based Core Network infrastructure (OSPF, BGP, IS-IS, MPLS, L2/L3 VPNs, Static Routing, VRF-Lite, VRRP, Link Aggregation …)• Testing "Digital Phone von O2" solution - a virtual telephone PBX powered by NFON• ZTE Video Conference System M900 and T700 (planning, configuration, deployment, administration, maintenance and troubleshooting)• RSA Security Console administration (planning, testing, migration from HW tokens to SW tokens, implementation, asset management, troubleshooting, reporting)• Active Directory administration (user accounts, security groups, shared file groups, membership permissions)• Monitoring in Solar Winds (Network Performance Monitor, IP Address Manager, Log & Event Manager, Server & Application Monitor, Virtualization Manager)• Documentation: creation of service and operational admin manuals, user guides, IT process descriptions, system architecture topology Show less

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  Ericsson

  Jun 2010 - Apr 2013

  Cloud & Virtualization Engineer

  Works as Cloud & Virtualization in Ericsson Global Service China (GSC) delivering Core network project across operators in the world in Europe, Africa, South East Asia and Middle East. In this position my responsibility is also to handle Customer Requests related to PS Ericsson Cloud system Products & solution, troubleshooting and handling customer requests according to Ericsson workflow and regulationsKey Responsibilities:• Translate the functional requirements into the specification of functional processes, program modules and data definitions• Design Technical Response to RFI/RFQ/RFI together with the Key Accounts Sales Manager and be part of the Sales Strategy Development.• Work with functional experts to design, estimate and build file structures to support the functional processes providing documentation and reference for specifications, design, code development, testing and support• Operations Support, Build, Configure, Managing and Optimizing Virtual Infrastructure for the customer Production Environment virtualized on vSphere and Hyper-V• Implementation of VMware Site Recovery Manager as a Disaster recovery solution with Ericsson Cloud Management (ECM) Recover point and vSphere Replication• Implementing and Administering Virtual Infrastructure Backups using VMware Data Protection• Perform Network Audit, analyzing daily performance, health check, Service availability and escalate technical issues.• Provide leadership for customer system Architecture (a team of architects and system owners across the technology organization)• Investigates and corrects software defects and analyzes and maintains data quality• Plan and assist with the testing of modules by doing code reviews as well as integration testing Show less

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  Huawei Technologies

  May 2013 - May 2017

  A multi-skilled ICT Specialist with deep technical background and with good ability to juggle multiple projects and meet deadlines. My work is located in the middle East specifically Gulf Countries providing advanced high level consultations across all Cloud platform (IaaS, PaaS, SaaS) toservice provider such as Etisalat, Du, Omantel, Viva, Ooredoo, STC, Batelco… and major enterprises such as banks.Key Responsibilities:• As a Product evangelist, lead Pre-Sales activities of company Cloud Software & Infrastructure products to ensure quality of deliverables• Achieve and exceed assignment revue target with vary depending on business need• Communicate key clients’ business objectives to anticipate and plan for future customer requirements and support• Gather Technical requirements and Present proposal & Demo of products and solutions to the customer in response to RFQ/RFI• Assist client’s key executive decision makers in the defining, planning and roll-out phases of their Cloud infrastructure• Analyzing customers’ demands, making recommendations on enterprise architectures, platforms, networking, security strategies and etc, ensure that the cloud solution is aligned to the sales strategy and meets customer requirements;• Taking responsibility for technical aspects of public cloud solutions, including supporting bid responses, Preparing and delivering highlights of products and solutions of Huawei cloud ,assisting customer to do POC testing and etc.• Identifying product gaps and issues, informing R&D teams and working with them to address them• Maintaining up-to-date and in-depth technical knowledge across cloud service offered by Huawei cloud• Conduct weekly and monthly pipeline management to track the overall performance, success criteria in line with set targets• Manage Scope and Project team including stakeholders to ensure optimal delivery to meet customer expectations Show less Unique mix of strong business and technical background handling Product line of SDN/NFV, Cloud Openstack, Virtualization solutions, Huawei Fusion Cloud Openstack in Datacenters. Responsible of Pre-sales and Sales support across all facets of the organizations Technology Infrastructure includingArchitecture, Capacity planning, Deployment, Operational Management, to ensure the efficient, stable, reliable and secure Data center.Key Responsibilities:•Design and deliver optimal secure Private & Public cloud solutions for major organizations in the Middle East• Lead and participate in the preparation and presentations of sales proposals; provide professional technical and commercial advice on products, services and solutions to customer decision-makers as well as develop cost/benefit data to be included in proposals in order to successful pitch the sales proposition.• Align client’s ICT plans with network deployment plans in order to validate whether proposed solutions will function according to the client’s requirements.• Providing Presentations and Proof of Concepts of various Virtualization Solutions depending upon IT requirements.• Evaluating different Virtualization (VMware, Microsoft, Citrix and Nutanix) for customer and proposing the most appropriate solution.• Capacity Planning, Sizing and performance analysis of the infrastructure using different advanced tools.• Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.• Own and drive the Customer Experience throughout the lifecycle of the Service Request to resolution.• Lead complex strategic projects, including directly defining, managing, verifying solutions as well as analyzing the customer's processes and requirements in order to perform accurate dimensioning, cost-estimation for customer adaptations, leading solution descriptions and securing the technical functionality and quality of delivery Show less

  • Cloud Solutions Specialist

    Jun 2014 - May 2017

  • Data Center Virtualization Pre-Sales

    May 2013 - Jun 2014