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Engineer Technical Support

Waterloo, Ontario, Canada
February 05, 2018

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Hany Louis Kamel Garass

Waterloo, Ontario, Canada

Cell phone: +1-519-***-****

Home Phone: +1-226-***-****

Languages: English-Fluent, French-Fair and Arabic-Mother Tongue


A position as a Network/security Engineer that allows me to use my skills in the field of computer Networks and security


-Strong knowledge with Bluecoat proxy, Certified BCCPA, BCCPP (Bluecoat admin, Bluecoat professional)

-Certified CCNP R&S (Routing and Switching)

-Certified CCNP Service Provider

-Fair knowledge with ASA Firewall, Certified ASA Firewall (Part of CCNP Security)

-Good knowledge with routing protocols (OSPF, ISIS, EIGRP, RIP)

-Good knowledge with WAN routing protocol (BGP)

-Good knowledge with MPLS, EoMPLS, L3VPN

-Good knowledge with Cisco IOS XR, IOS XE, and IOS

-Strong TCP/IP knowledge

-Excellent troubleshooting skills

-Good experience with packet capture analysis (wireshark)

-Strong knowledge with Network Deployment (FW, Proxy, Routers,etc)

-Strong knowledge with End to End testing, Function testing, and mimic customer’s network for in house testing

-Fair knowledge with UNIX (Solaris 10), freebsd and Ubuntu

-Basic working experience with Checkpoint and juniper firewall

-Basic knowledge with Avalanche and IXIA traffic generator

-Basic knowledge with Alteon load balancer

-Basic knowledge with ACE load balancer

Work Experience

Symantec-Waterloo, Canada

Senior QA Engineer 02/2016 – Present


- Do system testing of Proxy SG. System testing involves but not limited to build the test environment, like Authentication servers, Network design, traffic flow, tweaking the proxy configuration to be able to mimic customers’ network as much as possible, then test the proxy functionalities along with performance in the test environment.

- Sending different traffic patterns using avalanche traffic generator, to the proxy, to test the operability with different systems and make sure that the whole functionalities of the proxy are working in an integrated way along with other elements in the Network (authentication, load balance, WCCP, protocol control like HTTP, HTTPS, and FTP, etc..)

- Troubleshoot any issues that might evolve while testing the different protocols in testbed

- Responsible about building new test labs (Network design, Implementation), this includes but not limited to, virtualization using ESXi, configuring routers/switches, different servers types with different operating systems (CentOS, Ubuntu, windows)

- Make sure that the system is bug free by doing stress test

- Test Cloud Data protection solution (CDP). Testing different clouds (salesforce, servicenow, Oracle Field service cloud)

- Creating and designing test plans based of agile environment to ensure that the data is protected over the cloud

- Execute test cases based on the test plan design to ensure that the product is working as expected and bug free

- Work closely with developing team to file bugs and ensure that the functionalities of the system is working properly

- Gather and analyse test results, create comprehensive test reports

BlueCoat Incorporated – waterloo, Canada

Customer Support Engineer 01/2013 – 02/2016


- Diagnose and Solve Customer’s complex technical Networking issues.

- Advice the customer with the best proxy deployment as a security solution that fits customer’s Networks

- Provides technical support to field engineers, technician.

- Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment.

- Create concise documentation in the form of case management notes, technical tips, and knowledge base articles

Sandvine Incorporated – waterloo, Canada

Support Test Analyst (Customer QA) 07/2010 – 01/2013


- End to End function testing and qualifying deployment models for new architecture for customer readiness

- Mimic Customer Network by deploying it in the lab to test existing issues or to test new functions that the customer

asking for. That involves a wide knowledge of Network infrastructure and different platforms (Cisco, Free BSD, and Ubuntu)

- Providing feedback into product management and engineering to help develop the product.

- Using the perspective and expectations gained as a Customer Advocate to evaluate overall operation, functionality and

usability for all DPI products and reporting systems

- Managing, developing, and maintaining test lab (Cisco equipments, ESXi virtualization, switches, sandvine gear)

Orange Business Services

Security Engineer (Bluecoat proxy technology)-Level 3 support 09/2008 – 07/2010


- Design, develop and maintain the Cache Management service currently based on Bluecoat ProxySG technology

- In-lab design and test of overall architecture and components. Develop and execute test plans

- Provide operations teams with the appropriate documentation and training and lead them during the deployment.

- perform operational like tasks during pilot phases to assist operations

- Test and validate new features for customized and generic solutions in the lab on from specifications.

- Design and test complex customer security solutions and architectures. Provide presales support worldwide.

- Provide 3-level support to operations for managing incidents and problems.

Orange Business Services

Voice Network Capacity & Planning Analyst 07/2007 – 09/2008


- Monitor Voice Network performance and analyze it.

- Decide if Network upgrade is needed; trigger it, and following circuits’ installations.

- New projects installation and project management and Voice Network migration management.

Orange Business Services

Customer Technical Support Specialist 08/2005 – 07/2007


- To provide a professional first point of contact for the Customer. Diagnose fault-related cases.

- To accurately log all incidents/inquiries in a timely and effective manner

- To resolve most of the incidents on all IT Services (Web Hosting, Security, Messaging, etc)

Individual Responsibilities

- Technical lead of the team of security related issues

- Mentoring, coaching, and creating training documentation.

Security Solutions include

- Checkpoint (Nokia) and Netscreen (Juniper) Firewalls

- Bluecoat proxy and netcach proxy, URL Filter and antivirus servers


Service Engineer of photo copy machine both analogue and digital 08/2002 - 04/2005


Institute Ain Shams University

Certificate Bachelor degree in Telecommunications and Electronics Engineering May 2001

Technical Skills:

Institute Synergy (Global knowledge) from: 21st March 2010 to: 25th March 2010

Courses Attended CISSP (Certified Information Systems Security Professional)

Institute AVIT. From: April 2009 to: June 2009

Courses Attended Solaris 10, Intermediate UNIX administrator, advanced UNIX administrator

Institute Synergy From: December 2006 To: December 2006

Courses Attended Bluecoat Proxy Administrator & Professional Course

Certificate: CCNP Service provider (ID: CSCO10473157) – July 2015

Certificate: CCNP Routing and switching (ID: CSCO10473157) – May 2008

Certificate: Blue Coat Certified Proxy professional (BCCPP) - November 2007

Blue Coat Certified Proxy Administrator (BCCPA) - December 2006

Other Skills:

-Very good leadership skills, teaching and coaching

-Very good communication skills, both verbal and written.

-Self motivated, team worker and hard worker.

-The ability to work under pressure.

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