Mohamed Mehanna

**** ******** *****, ********,**. USA

+1-770-***-****- +201*********

ac14fc@r.postjobfree.com

Personal Information:

Birth Date: 6/12/1989

Nationality : Egyptian

Military service: Exempted

EDUCATION

2008-2013: Alexandria University

Faculty of Engineering, Computer and Communication Department Overall grade : Very Good

Graduation Project:

Evolution of Mobile Wireless communication. RSA Security Project Grade A

WORK EXPERIENCE

Jan 2016 to present:

Avaya and Skype for business Voice Expert Engineer Tier 2, Orange Business Services

Key tasks:

o Technical:

Troubleshooting, isolation and restoration for faults, and incidents, implement and upgrade Servers and services on Orange Business Services for voice services including multivendor platforms.

Handle the complicated and highly escalated issues

To ensure the correct analysis and classification of each fault as it occurs on the network

Work with other groups and organization to resolve problem within set times.

Work on and upgrade Avaya voice Servers, Gateways and Modules.

Configuring and Troubleshooting Avaya CM.5 and CM.6 with All Templates and Embedded Messaging software (CMM).

Implementing, Configuring and Troubleshooting Avaya Enablement Services (AES) (CTI Engine).

Implementation for Avaya System Manager and Session Manager

(SMGR/SM).

Implementation and support Call Management System (CMS)

Implementing, Configuring and Troubleshooting Microsoft Lync and Skype for business Servers

Implementing, Configuring and Troubleshooting Sonus SBCs 1K2K in Lync/Skype for Business Environment with Local Registrar Application Solution Module (ASM). Perform simple PowerShell script coding for Managing Lync / S4B

Support Polycom to resolve technical issues on Polycom VoIP endpoint products such as VVX & CX

Support NICE call recording systems & NICE administration

Monitor NICE and manage the recording and analytics environment for enterprise Telecom Infrastructure while acting as a liaison between vendor and business for urgent issues.

Ensure NICE Recording system stability & availability of the recording and analytics platform.

Extra Tasks from Management:

Validate the Avaya and Skype for Business Upgrades and the weekly changes technically with the Change Stakeholders

Provide the Technical recommendations for upgrades to the Change Management Process

Change Management Resource allocation.

Perform the risk analysis for Changes

Handle the remote sites migrations and organize it with the stakeholders.

Manages third-party equipment and suppliers, where required

Nominated as Senior Team member for Knowledge Transfer and Mentoring for new Joiners to familiarize them with our Solutions/Customers.

Maintain the upgrades, migrations and the changes to be done within the CAB Approved time scheduler.

Feb 2014 – Jan 2016:

AVAYA Problem Expert at a German IPT Team, Orange Business Services Key tasks:

Nominated as Technical team leader

Handle the complicated tickets technically

Act as on call Problem Expert during the out of business hours

Ensure incidents are allocated to the most appropriate technical escalation point as part of the incident management process.

Ensure escalation management processes are being followed correctly

Document all troubleshooting and incident management actions.

Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service Desk representative.

ACHEIVMENTS

Got 16 Appreciation cards from upper management

Won 12 Local awards for outstanding support as recognition to the support level provided and acknowledged from Customer Head of IT. As well as for preparing a guideline document for Avaya IPT troubleshooting. This document was standardized for use of all teams supporting this technology.

Certificates:

Microsoft Certified Solutions Expert (MCSE) Proudctivity :

- MCSA office 365

- Core Core solutions of Microsoft Skype for Business (70-334)

Microsoft Certified Solutions Associate (MCSA) Office 365 :

- Managing Office 365 Identities and Requirements (70-346)

- Enabling Office 365 Services (70-347)

Core Solutions of Microsoft Skype for Business (70-334)

Avaya Aura Communication Manager and CM Messaging (R6.0) implementation (ACIS)

Avaya Call Management System Implementation and Maintenance

(5303)

LANGUAGES:

Arabic : Mother Tongue

English : Fluent, written and spoken

German: Very Good, written and spoken

French : Fair

COURSES

Enabling and Managing Office 365

Avaya Aura Core Components (Vendor Training )

Avaya Aura Communication Applications (Vendor Training)

Core solutions of Microsoft skype for business 2015

Enterprise voice solution of Microsoft skype for business 2015

Administering Windows Server 2012

Project management Professional (PMP)

German course: 12 Levels {Goethe institute Alexandria}

CCNA

Network N+

The Orange Way of Customer Service: based on Mary Gober’s Customer Service Program.

Mobile Package (GSM, GPRS, UMTS & LTE)

TRAINING EXPERIENCE:

2009: -one month training at Petrojet

2010:- one month training at Gasco

2012:- one month training at Petrojet

SKILLS :

Computer skills: Microsoft office - Eclipse (java) – Code blocks

(C++) - Linux – Microsoft Visual Studio – Matlab – Netbeans – Database My SQL – Avaya System Administration (ASA) – Skype for business – Microsoft Lync – Sonus SBC

EXTRA CURRICULAR ACTIVITIES

participated as a volunteer event “Ramadan to go “ at LEO club of Alexandria

participated as a volunteer in Aiding needy homes and families, and participated in Ramadan Charity dish at Resala charity Organization

participated as a volunteer in sessions of IEEE at Library of Alexandria

Sports: 1999-2005 Basketball team: Member of the Alexandrian Union Club, and the Alexandria and Sporting club team and a captain of my school basketball team – Football-Tennis

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