Mina Adel Aziz

Experience

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  Orange Business Services

  Nov 2018 - Sept 2021

  • Completely troubleshoot and resolve complex technological issues for various customers related toWANs. WAN-related technologies (e.g., BGP, OSPF, IGRP, EIGRP, RIP, MPLS, IPSEC, Frame-Relay,Business VPN (BVPN), DMVPN, etc.) for issues reported by the customer's service desk.• Diagnose, debug, and fix complicated technical problems with LANs for a range of clients. LAN-relatedtechnologies (e.g., Virtual Stack Switching, STP, VLANs, PVSTP, DTP, etc.) for issues reported by thecustomer's service desk.• Implementing and changing network configuration on the customer's equipment based on thecustomer's environment needs; generic network configurations such as routing, switching, access lists,route maps, policy-based routing, NTP, DHCP, and NAT• Fully diagnose and fix sophisticated technical problems pertaining to Cisco's SDWAN solution (Viptela)for a range of clients.• Work on Cisco WLC and standalone access points to fully troubleshoot and resolve complextechnological issues pertaining to Cisco's wireless solution for a variety of clients.• Contacting vendors (Cisco, Infovista, Juniper, and others) and following up until problem resolution• Providing root-cause analysis for highly escalated issues• Respond to the customer's technical inquiries.• Handling the first level of escalations for all tickets received• Act as team supervisor in case the supervisor is not available. Show less • Provide a professional first technical point of contact for the customer.• Provide comprehensive technical troubleshooting for WAN network difficulties and VPN issues forprotocols (BGP, OSPF, EIGRP, IPSEC tunnels, MPLS, etc.). By examining the configuration on thecustomer's and provider's edges• Modifying and altering CE configuration (IP SLAs, tracks, and routing protocols) for the purpose oftroubleshooting or network-validated adjustments.• Effectively use software diagnostics and other network/product utility programs like WireShark todiagnose Zscaler Proxy fault-related instances.• Perform technical escalations for VOIP and network security issues, in line with company procedure,to correct relevant entities, e.g., technical experts, cross-functions, and other vendors as appropriate.• Provide updates as needed to the customer in order to meet performance objectives.• Perform any additional logical task that is allocated. Show less

  • Network Support Expert (IP problem Expert - L3 Network Engineer)

    Jan 2021 - Sept 2021

  • Network Technical Support Engineer

    Nov 2018 - Dec 2020
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  NetWitness

  Sept 2021 - Mar 2023

  Technical Support Engineer Level 2

  • Conducting all necessary troubleshooting for various customers (on the log decoder, packet decodersand archivers, endpoint detection and response, and user and entity behavioral analysis components ofthe NetWitness XDR product).• Acting as a Linux system administrator, performing partitioning, system monitoring, andtroubleshooting the operating system layer on each NetWitness component.• Debugging open source protocols (Chef, Salt, RabbitMQ message broker, Rest-API, and Mongodatabase), which serve as the foundation for NetWitness XDR.• Reviews technical solution articles for accuracy and completeness and gives feedback to the authors.• Apply systems analysis techniques and procedures to determine hardware or software systemfunctionality.• Update the NetWitness solutions' system patches.• Mentors and/or coaches less experienced TSEs; helps develop and participate in presentations andinformal training for other TSEs.• Subject matter expert for NetWitness integrations with other solutions• Serve as the designated support engineer for one of NetWitness's major African clients.• Participates in e-services content creation (self-service) and maintenance such as chat,knowledgebase content, support forums, etc.;regularly submits content to the knowledge database.• Assesses when it is necessary to engage or escalate to more senior resources to resolve morecomplex issues. Show less

• 

  RSA Security

  Mar 2023 - now

  Technical Instructional Designer

  Develop and deploy identity and access management systems to ensure secure and efficient user authentication and authorization.Oversee the creation, modification, and deletion of user accounts and permissions across various platforms and applications.Set up and manage IAM tools and technologies such as Single Sign-On (SSO), Multi-Factor Authentication (MFA), and Privileged Access Management (PAM).Work with identity protocols such as OpenID Connect (OIDC) and Security Assertion Markup Language (SAML) to enable secure and seamless integration across systems.Implement and enforce security policies and procedures to meet regulatory requirements and protect sensitive data.Develop customer and internal-facing Technical Training Content, for RSA Education. • Design and Develop Hands-on Labs for technical training, curriculum, related to Identity and Access Management solutions.Managing training development projects, including developing online assessments and certification exams. Configure and troubleshoot complex lab environments for hands-on technical training via self-built lab and exercises. Show less