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Manager Customer Service

209, Al Ahmadi Governorate, Kuwait
December 28, 2018

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Mobile: (***) 010********



Seeking for a challenging position in a growing organization where my skills and abilities can be developed and Upgrade my experience.


B.Sc. : Electronics and Communication Engineering.

Faculty: Aswan Faculty of Engineering.

University: South Valley.

Graduation Grade: Very Good With Honor.

Graduation Date: May 2005.

Graduation Project:

Name: CDMA Wireless Communications, Simulation and Building blocks.

Type: Software (using Matlab).

Project Grade: Excellent


Aug 2009 / Present Telecom Egypt Co. Smart Village,Egypt

Senior VoIP Engineer

Maintain and troubleshoot Cisco Communication Manager (CUCM) in a Clustered Solution; Cisco Unity Connections, Cisco Voice Gateways, Nortel (CS2000).

Maintain and troubleshoot Fax over IP system (Right Fax).

Implementing VoIP protocols and VoIP technologies (SIP, H323, and MGCP).

Maintain and troubleshoot Asterisk FreePBX and Elastix SIP servers and configure, Nortel IP Phones, SIP softphones to work on with these servers.

Operate Cisco IP phones (skinny protocol) to work on asterisk SIP Server.

Integrating several SIP server brands to work together as one system: CUCM, Asterisk, and Elastix SIP servers.

Experience with the ITSM helpdesk ticketing system desired.

Dec 2005 / Jul 2009 Light Technology (Mitel® Egypt CO.) Cairo, Egypt

Senior Technical Support Engineer

Configure, maintain, and troubleshoot Mitel® VoIP devices and servers:

-MN3300 (IP)

-SX 2000 (Digital)

-SX 50 (Analog)

-Mobile Extension servers

-Mitel® IP Phones

-Mitel® Digital Phones and Peripheral cabinets

-6100 Contact Centre

-Enterprise Manager Servers

Implementing VoIP Projects that uses “Mitel” VoIP devices

Maintaining and troubleshooting all customer’s sites VoIP environment

Implementing integrations between Mitel® and other vendors (Avaya, Cisco CUCM, Analog PBXs, Nortel, fax over IP system )

Hardware and/or software migration between analog or digital (SX 2000) to IP (MN3300) without affecting the working service on the site.

Operate and maintain hotel \ motel phone system (guest check in/out, wake up calls, billing system,…)

Perform integration between telephone system and the billing system of the site.

Operate and maintain auto attendant system (IVR) an adjust it to reach the customer needs.


Mitel Certificates

3300 ICP rel 7.1 I+M Fast Track Leader-Led

Enterprise Manager rel 3.1 I+M Leader-Led

3300 ICP rel 7.1 UR2 I+M Update Self-Study

6100 Contact Centre Suite rel 5 I+M Leader-Led

3300 ICP Voice over IP Solution Pre-Course Learning Self-Study

3300 ICP Site Qualification Self-Study

3300 ICP rel 8.0 I+M Update Self-Study

CISCO Certificates: CISCO ID: CSCO11432608



CCNA Voice

CCVP (in progress)

Other Courses:

Microsoft Windows Server 2003 (2273B) Course


Security +

MS Project 2007

English (Berlitz): 5 levels

Soft Skills (Berlitz):

-Technical and Business Writing - Marketing and Advertising - Business Presentation

Soft Skills (Dale Carnegie):

- Effective Communication and Human Relation - World Class Customer Service - Making Sales

- High Performance Team &planning process - Problem Solving & Decision Making


Travelling, Playing Chess, Reading, Surfing Internet


Date of Birth: 1 / 1 / 1984.

Military status: Exempted.

Marital Status: Married.

Nationality: Egyptian.

Home Address: 2 Elmasry St, Gezeeret Shandaweel, Sohag, Egypt

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