Mona Ezzat

Experience

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  EastNets

  Mar 2009 - Jul 2009

  Research Analyst
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  ECCO Outsourcing

  Aug 2009 - Apr 2012

  Senior Technical Support Engineer at ECCO ( Project Etisalat)

  -Work as a technical support CTS1 (Customer Technical Support 1.st line) for trouble shooting network problems for ADSL customers , SDSL Customers -Handling calls for EgyNet customers. -Troubleshooting the Network over the phone (Frame Relay: connectivity between banks and companies and DSL problems: ADSL& SDSL). -Handling customer's inquiries completely and accurately. -Working under oracle application CRM -Resolve customer's complaints and problems. -Observing the agents, solve all kind of problems facing the agents or the work. Show less

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  NOOR Data Network

  Apr 2013 - Feb 2015

  -Responsible for service Delivery for each ADSL new customer. -Provision new DSLAMS and make it ready to install new customers. -Monitor network and service performance and interfere in case of problems. -Interfere in the sales plan in order to sustain the quality of our ADSL services. -Handle daily customer’s problems/requests. -Running second third level troubleshooting steps. -Handle escalations from first second level support team. -Handle customer requests concerning initial router configurations. -Applying new tools to our work environment to make our work easier. Show less -Monitor Network Core, Distribution, and Access Layers and act proactively to minimize response time. -Troubleshooting E1s, E3, STM-1, radius and DSLAMs problems. -Accessing network nodes such as DSLAMs (Zyxel, Paradyne, Zhone), Routers (BNG, PEs ASRs & VRXs), uplink aggregators (ANDA E3 Aggregator, MALC & ADTRAN E1 Aggregators......etc.) in order to troubleshoot technical problems and solve it remotely if possible. -Initiate and handle tickets within the NOC and with other teams to maintain SLA. -Reporting network and services performance. -Managing technicians, moving them between network nodes and following up with them while solving hardware problems. -Handle after sales technical support. -Trouble shoots customer problems in forms of phone calls, online communication, and technical-visits. Show less

  • Senior ADSL Provisioning Network Engineer

    Jan 2014 - Feb 2015

  • ADSL NOC Engineer at NOOR Data Network

    Apr 2013 - May 2014
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  Orange Business Services

  Nov 2015 - now

  - Leading all the technical projects ( Meraki - Fortinet - SDWAN - MPLS - DSL - 4G ) - Taking ownership of all complex requests and non standard solutions received by the team and collaborating with solution architects.- Participate in all technical calls related to all new projects and provide support to all team members in configuring solutions following extensive discussions with concerned teams.- Provide Technical Upskilling training to the whole team to support their day to day activities- Governing a round-the-clock coverage for all migrations- Provide an expert support to Pre-sales and Project Managers on technical requests and technical networks designs. Show less CPTA Specialist ( Configuration, Provisioning and Testing)- Ensure Right-on-Time implementation of AGN requests for addition Orders- CPT Specialist accountable for the right-on-time and right-first-time error-free for Vanilla and Final/Full configuration for new implementations of designated VPN for Standard Customers and SITA Customers- Perform Meshing Function for new addition orders- Perform Router Configuration , activation and acceptance testing for New implementations with Field Engineers and Customers.- Validate the detailed technical design of complex VPN Changes- Document the VPN Design and make it available to the operation entities in case needed- Provide expert support to Pre-sales and Project Managers on VPN change Management requests on case by case basis- Meet or exceed the targets set by the management with regards to : Customer satisfaction , First on time and the time success rate , Productivity. Show less

  • TIM Technical Team Leader

    Feb 2019 - now

  • CPTA Specialist

    Nov 2015 - Feb 2019