Nahed Ashraf

Experience

• 

  Orange Business

  Jun 2010 - Feb 2013

  - Monitor devices and servers for different Line of business (Security, messaging & hosting) proactively in order to avoid service degradation or impact on customer side- Ensure all alarms received are either handled by L1 or escalated to L2 teams.- Apply TIN’s provided by l2 teams on the alarms received - Ensure processes are followed as well as any changes in the procedures are implemented.- Acting as a team leader from June 2011 till august 2011.- Promoted to senior member in L1 monitoring team starting September 2012- Performing the quality Assurance review on all tickets for all team members.- Perform SIPs (Service Improvement Programs) for Critical problems - Train and coach team’s new joiners- Security LOB SPOC between L1 & L2 عرض أقل

  • Team member in Monitoring Operations (L2) team

    Apr 2012 - Feb 2013

  • Team member in L1 Monitoring support team

    Jun 2010 - Mar 2012
• 

  Orange Business

  Aug 2013 - Apr 2015

  Senior member in Monitoring Operations (L2) team- Configure SNMP protocol V1 & V2c on different security servers: Juniper FW Juniper IDP Juniper SSL Bluecoat  Checkpoint UTM  Cisco switches- Install BMC Patrol agent, OS/HW/VSM/Oracle/MSSQL knowledge modules on:  Windows v9.0 Linux/Unix v3.10  Solaris OS servers v3.10- Configure Patrol agent using BMC Patrol Central Operation tool v.7.7.50- Install SCOM 2007 certificates and agent on windows servers from the RMS server- Configure SCOM using system center manager operation console.- Provide support for monitoring infrastructure servers: HPOV HP open view SunOS v5.10 Patrol servers SunOS v5.10 SCOM servers windows 2008- Install patches provided by HP on HPOV servers - Providing technical training for new team members- Providing technical overview about monitoring infrastructure & monitoring tools for L1 teams- KPI’s monthly extracting for different queues- Performing quality Assurance review on all tickets for all team members. عرض أقل

  • Monitor engineering expert

    Jan 2015 - Apr 2015

  • Senior member in Monitoring Operations (L2) team

    Aug 2013 - Jan 2015
• 

  RSA Security

  May 2015 - Jul 2018

  - Accountable for scheduling, work plans, technical direction, staffing, and performance management/development of employees in assigned areas.- Collaborates with other managers, internally and occasionally externally, to influence and ensure that assigned technical support area is meeting internal and external needs- Identifies issues, provides input and makes recommendations regarding Technical Support programs- Handling customer escalations- Responsible for the onboarding plan for new hires- Interviewing people for the available positions- Responsible for the leaves / shift rotation plan- Presenting the Cairo team KPI’s in the global weekly call- Provide worldwide remote customer support for the RSA G&L- Quality monitoring of support cases in regards to technical accuracy and resolution pursuit For new comers- Act as a level of escalation to assist in complex G&L cases عرض أقل Provide worldwide remote customer support for the RSA SecurID - Identity Governance & life cycle.- Advise customers on best practices for installation and administration of RSA AM & Aveksa. - Advise customers on best practices for security approaches and vulnerability countermeasures.- Troubleshoot and resolve highly complex issues within the customer environment. - Write knowledge-base articles, tech tips and technical procedures.- Assist Professional Services and Pre-Sales when they are at customer’s site.- Mentor new hires and give them assistance and help when needed.- Review technical solution articles for accuracy and completeness, and give feedback to the authors. عرض أقل

  • Identity Governance & Lifecycle Team lead

    Jul 2017 - Jul 2018

  • RSA identity Governance & lifecycle support engineer

    Oct 2016 - Jun 2017

  • Security support engineer - securID

    May 2015 - Sept 2016
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  Cloudnexa

  Aug 2018 - Apr 2020

  • Oversee and Provide guidance to technical Support team including:1. SLA management2. KPI management3. Process management• Direct managing level 1 & 2 resources (including hiring & firing)• Assist team members with complex tasks and advanced assignments• Assure that the team members have the necessary knowledge and training to effectively participate in the team• Communicate and be the focal point for the sharing of information from management to the teamand vice versa عرض أقل

  • Operations Manager

    Feb 2019 - Apr 2020

  • Support Supervisor

    Aug 2018 - Feb 2019
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  Octopus Cloud

  Feb 2021 - now

  Client Success and Coordination manager