Azza Aziz

Sugar Land, TX *****

281-***-****

ac0hn7@r.postjobfree.com

Networking engineer with 10+ years of experience in computer networking, sales and customer support. Looking to be a part of a great team and to leverage my knowledge and experience

Professional experience

Today’s Vision (Free Lancer)

Desktop Support Engineer September, 2016 Present

Provide Application and Desktop Support services (Troubleshooting PCs, laptops, network, server, phone, printer, fax, all hardware and software

Provide in-person and remote support to business users

Manage Active Directory (Users privileges

Serve as the initial point of contact for troubleshooting all IT related problems

Assist with operating system upgrades, etc

Test, troubleshoot, and validate system updates

Install antivirus software on all PCs

Setup and Maintain VPN (Virtual Private Network) to be able to access office work from anywhere

Installs, configures and upgrade operating system and software

Installs and configures computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration

Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required

Maintain system backup and ensure backups are completed

Acts as a technical resource in assisting users to resolve problems with equipment and data; staffs a centralized help desk to facilitate exchange of information and advice; implements solutions or notifies outsource providers as required

Assist with network setup and configuration including routers, switches, analog modems, and wireless access control devices.

USNIle, Texas, USA

Technical support specialist February 2016 - Present

Provide Level 2 technical support for existing customers by phone, email & chat

Diagnose and resolve technical hardware and software issues

Responsible for the development and accuracy of technical training and documentation of Technical tips etc

Facilitate software training, platform event support & on-boarding for customers and prospects

Engage with Account Managers and Prospects in pre-sales process through phone calls, requirements review, etc

Act as escalation point for all customer support related issues

Find alternative solutions appropriate with the objective of retaining customers’ and clients’ business

General Administration for servers and customer units

Projects planning by gathering requirements from customers and creating a project plan then following tasks until the completion of the project

Gather customer’s information and determine the issue by evaluating and analyzing symptoms

Etisalat-Misr-Egypt

Technical Customer Experience Team Leader July 2013 – August 2014

Lead new team consists of SPOC from all teams concerned with Enterprise customers sales, activation, maintenance and support.The new team is responsible of Monitoring E2E Quality of Service for all services provided by Etisalat Misr. working with these teams we achieved below achievements:

Enhance Activation process of new Enterprise Customers to be done in 5 Business days instead of 30 Business days.

Customer/End User Support, Consultation and Training

Project managment Work to enhance Maintenance Process to be 2 Business Hrs. for Key Account customers and 8 Business Hrs. for other Enterprise customers.

Save business of 5 Key accounts were on their cancellation process with Etisalat Misr by finding new solutions to fulfill their needs and in one month they were back to Etisalat Misr (I saved yearly business about 50 milion EGP)

Application Systems Interoperability Testing and Integration

Network/Client Hardware and Applications technical Support

Network Management and Monitoring to evaluate network performance by installing new network probes (Ixia probes) in network to:

oAlert with any congestion /delay may affect any customer due to high bandwidth usage. And Daily troubleshoot any customer problem.

oAutomatically calculate traffic of POPs and generate automated reports for upgrading/downgrading uplinks.

Nile Online - Egypt

Enterprise Service Provisioning Manager March 2006 – June 2013

Managing Enterprise Service Provisioning team for more 3 companies acquired by Etisalat Misr (Egynet, Internet Egypt and Soficom)

Manage team resposible of all Enterprise/Corporate/Banking Customers activities.

Successfully Migrate about 400 Enterprise customers to Etisalat Misr Network.

Creating one database for four companies Enterprise Customers data.

Act as 'Level 2' support for Enterprise customer problems.

Prepare technical specifications for tenders to buy network equipments (Cisco Routers, IP DSLAMs) and interacts with vendors and contractors.

Deploys LANs, WANs, and wireless networks, including routers, switches, UPSs, and other communication hardware.

Configure Internet and VPN (FR, ATM, MPLS) customers on Cisco Routers.

Suggest any new solution to fulfill customer needs, Routing/DSL/VAS.

Assist the routing on the migration plan execution.

Define and measure the service quality parameters.

Document all Change Records appropriately.

Track and log Maintenance and Break/Fix Tickets

Determine point of failure through fault detection and isolation

Maintains documentation on network configuration, installation, network mapping, troubleshooting and technical learned lessons.

Deploy CE/PE connectivity.

Defining and carry out the acceptance criteria of new equipments.

Dial-up capacity management and engineering.

Develop backup plans for fast problem rectification.

Network and client hardware and application customer/end-user support, consultation and training.

SPOC for Telecom Egypt.

Deploy New Tools to be alerted of Utlization and Misconfiguration from TE side.

Coordinate with suppliers for level-3 support functions.

Network Systems Administration and Support.

Implement and maintain the business process of the Department.

Tests and monitors network performance and troubleshoots problem areas as needed

Uses network management software and other tools to collect performance statistics and create reports

Implements policies and procedures for network administration, usage and disaster recovery.

Works with decision makers, stakeholders and clients to define business requirements, system goals and help resolve client issues

Daily, weekly, monthly traffic utilization reports.

Enterprise-wide applications systems interoperability testing and integration,

Install and configure network components

TE-Data

Senior Networks Engineer November 2001 - February 2006

Responsible of Leased Lines, DSL and Dialup Service

1.Leased Line Services

Setting up leased lines (more than 70 ISPs)

Maintain traffic using Static routing, RIP, OSPF, EIGRP and BGP.

Configuration of Cisco networking devices and XDSL’s (Broadband xDSL, T1/E1, T3/E3, G.703)

Installing, configuring and administring MRTG on both UNIX & NT.

Installing, configuring Solarwinds to manage network performance and being alerted with any problem.

2.DSL Services

DSLAMs configuration, Installation, Upgrade, troubleshooting and monitoring (Paradyne, Alcatel, Huawei and ZTE),

Installation of Openlane and Grandview for Paradyne and AWS for Alcatel.

DSLAMs/CPEs Test to make approval for TEDATA Tenders.

Communicate with vendors for DSLAMs problems (Support contract)

3.Dialup services

Configuration, installation, monitoring and maintenance of Access servers (Cisco, Tigris and 3Com) and testing New Access servers (PATTON, ZTE, MAX TNT)

AS configuration for dialup, Wholesale & VoIP for free Internet and DOD Service.

Interface with Telecom Egypt (Activating new Numbers – Troubleshooting Problems – Activating New Systems).

Familiar with Signaling Types ( R2 – DSI)

Familiar with UGCA Data.

Communicate with vendors for AS problems (Support contract)

Training NOC & new members for dialup services maintenance and troubleshooting

Information and Decision Support Center - The Cabinet

Senior Networks Engineer September 2000 – November 2001

Design and manage LAN and WAN

Installation and Administration of UNIX servers (Mail & DNS).

Maintain international links using BGP and local traffic by using OSPF & static routing.

Administration for dialup users accounts and Setting up leased lines (70 ISPs)

Configuration and Management of Cisco networking devices (routers,Terminal servers, Access Servers,switches).

Administration of Caching system (Cache servers And WCCP.

Installing and configuring Multi Router Traffic Grapher (MRTG) on both UNIX & NT.

LAN Administration and installation at Information and Decision Support Center.

EDUCATION

September 1999 - July 2000 : Computer Networks Diploma

October 1994 - June 1999 : Bachelor of science in Computer And Systems Engineering

Faculty of Engineering, Ain Shams University (Cairo – Egypt)

Computer Skills:

Programming Languages(C,C++,VC, VB, Pascal, C under UNIX, UNIX shell programming,Socket programming, Perl, Expect,TCL & System programming under Linux), Web Programming(HTML), Operating Systems(Windows, Linux Redhat 6, Unix Solaris. knowledge of Novell NetWare),Database Programming(Access Database Tool, MS SQL Server. MySQL Server for Unix),Networking(Computer Networks, LAN/WAN Technology, TCP/IP, Socket programming,ATM Networks, ISP Technology, Mobile IP& Ad hoc Networks, & Network Protocols(TCP/IP, MPLS, Routing Protocols (RIP, OSPF, BGP, AODV (Ad-Hoc On - demand Distance Vector)

TRAINING COURSES

September 1999 - July 2000 : ITI

Basic Courses:

C, C++ Programming Languages, Introduction to Object Oriented Programming, Visual Basic 5, Introduction to Operating Systems, Introduction to Networks, Software Engineering, System Analysis and Design, Introduction to Databases.

Advanced Courses:

Socket Programming under Unix, C Programming under Unix, TCP/IP, Unix System Administration, Novelle Netware, ATM Networks, Networks Management, Image Processing & Video Streaming.

References

Dr. Caroline Wells Today’s Vision Katy

1350 Fry Road - Houston, TX 77084

Email: ac0hn7@r.postjobfree.com

Phone: 281-***-****

Fax: 281-***-****

Cell.:281-***-****

Eng. Morcos Ghattas USNile

Email: ac0hn7@r.postjobfree.com

Phone: 281-***-****

Contact this candidate