Mark Samir

Experience

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  Orange Business Services

  Aug 2022 - Aug 2022

  Internship Trainee
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  Orange Business

  Sept 2023 - Dec 2023

  Network Security Technical Support Engineer

  - To provide support throughout the case excellence process to IT Services Customers, including processing of customers calls/inquiries, case opening, qualification and management, troubleshooting and resolution.- Troubleshoot security devices as: 1- Firewalls (FortiGate, Check Point, Palo Alto) 2- Proxy (Zscaler (ZIA,ZPA), Bluecoat) 3- SSL Box (Ivanti) 4- Identity Provider (SafeNet) 5- BigIp (F5 (LTM,GTM))- To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our customers.- To provide a professional first point of contact for the customer.- To accurately log all incidents/inquiries in a timely and effective manner.- Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/products utility program wherever possible.- Provide continual updates to the customer and use internal escalation process when necessary in order to meet contractual and performance objectives.- To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions.- To resolve most of the incidents on all IT Services supported by the team.- Document all troubleshooting and case management actions via the ticketing systems. Show less

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  Orange Cyberdefense

  Dec 2023 - now

  Network Security Engineer

  - To provide support throughout the case excellence process to IT Services Customers, including processing of customers calls/inquiries, case opening, qualification and management, troubleshooting and resolution.- Troubleshoot security devices as: 1- Firewalls (FortiGate, Check Point, Palo Alto) 2- Proxy (Zscaler (ZIA,ZPA), Bluecoat) 3- SSL Box (Ivanti) 4- Identity Provider (SafeNet) 5- BigIp (F5 (LTM,GTM))- Using Rubrik platform to mitigate data loss with granular recovery and seamless management across multiple cloud environments.- Using Palo Alto Prisma Access SASE solution to monitor and secure customer's sites.- To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our customers.- To provide a professional first point of contact for the customer.- To accurately log all incidents/inquiries in a timely and effective manner.- Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/products utility program wherever possible.- Provide continual updates to the customer and use internal escalation process when necessary in order to meet contractual and performance objectives.- To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions.- Document all troubleshooting and case management actions via Service now (SNOW). Show less