Fady Amir, MBA

Experience

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  Orange Business Services

  Dec 2007 - Dec 2009

  Incident Management Senior Specialist

  • Worked as a network specialist acting as shift leader for the regional team (CEMA) dedicated for customers in central Europe ,Middle East and Africa to solve their network problems (WAN)//(LAN).• Provide professional technical support and troubleshooting for all issues received and provides the root cause of the problems.• Manage all needed actions with different internal entities to reach a high level of customer satisfaction acting as 2nd level of escalation for my team members.• Manage Customer Expectations by building a credible and honest relationship with the customer •• Diagnose Fault-related issues by utilizing diagnostic tools and other network, products utility programs.• Provide updates to the customers as needed to meet performance objectives.• Handle technical escalations in line and liaise with other relevant departments as Vendors, Field Operations and Telecoms.• Document all troubleshooting and case management actions and prepare technical reports as required.• Manage problems to successful resolution and handling action plans to meet commitments and exceed customer expectations.• Dealing with different type of network services (Frame Relay, ATM, IP, dial, ISDN, DSL ...…)• Follow up with field engineers, install and configure network equipments remotely.• Familiar with telecom trouble ticketing and testing processes and specialist in all ISDN faults. Show less

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  SITA

  Jan 2010 - Jun 2020

  • Global Network Activation Team (Senior Engineer Service Transition)• Manage changes and new installations for APH / APC networks LAN devices (CUTE switches, Airport Hubs, routers, Core switches, ES Switches and different customer and corporate firewalls.• As a senior for the team one of the daily task is to Guide Team members during the daily Tech /Management actions.• Manage GNAC LAN/WAN Activation load balance during the daily task management.• Provide KPIs & utilization reports statistics for the upper management at weekly and monthly bases.• Receive the Tech escalations and follow them through the team until it solved.• Apply Quality Assurance / Warranty for all the team change management and new installed sites.• Accomplish Adminet & NGOSS changes and configurations to make sure that customer’s devices are loaded on SITA’s monitoring tools.• Solving and troubleshooting all LAN/WAN & Security problems for our customers.• Act as SITA’s technical representative for our customers remotely during installations and new implementations calls guiding the onsite support to perform different type of network tests (3A, Failover, Migrations, etc,) to ensure that LAN/WAN & Security solutions are correctly provided.• Perform the technical acceptance for any newly installed and implemented site till finishing the transition phase and handed it over to the operation teams.• Update the project documents with the technical information for each customer/site and circulating this information to the Service management team. Show less • A member of SITA’s Global Voice Activation and Operations Team ( Specialist Service & Infrastructure Operations )• Solving and troubleshooting all voice problems for our customers.• Dealing with different vendors Cisco and Avaya , Also different devices Routers , Switches , Servers , ATA , Media GW and different type of phones Cisco , Linksys , Polycom and Astra . • Dealing with SITA’s VX (voice exchange, Centile, SBC, Broadsoft) special service to SITA‘s customers.• Dealing with Avaya 3rd parties to solve customer’s problems and with different service providers.• Dealing with the high technical voice problem with the higher escalation teams & vendors.• Perform all kinds of voice MAC requests (complex & simple changes) on the customer's system.• Configuration preparation and management.• Service Activation with customers & vendors.• Change Execution and Management in coordination with the different stakeholders.• Provide site acceptance on behalf of the SITA Command Center.• Provide support to the project managers for any customers devices configuration issues.• Maintain the operations handover document up to date for the changes applied by team. Show less

  • Manager Service Operations

    Jun 2017 - Jun 2020

  • Senior Engineer Service Transition

    Apr 2014 - Jun 2017

  • Voice Specialist

    Jan 2010 - Apr 2014
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  OmniClouds

  Jun 2020 - Dec 2021

  • Head of Presales & Solutions

    Mar 2021 - Dec 2021

  • Presales Solutions Architect

    Jun 2020 - Mar 2021
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  Cloud Security Alliance

  Aug 2021 - now

  Board Member - CSA Egypt Chapter , Volunteer Role

  The Egypt Chapter is located in Cairo, Egypt. The Egypt Chapter's mission is to improve security and cloud awareness in the local community.

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  EdgeConn

  Dec 2021 - now

  CTO