Sales Customer Service
Resume:
M ahmoud Simrin
Ta m p a, F L 3 3 6 1 0
*******.******@*****.***
General Experience
Mahmoud Simrin is an experienced IT professional with 12 years of industry experience and a Masters in
Computer Engineering. He has delivered remote technical support and end user training. He has extensive
knowledge, experience and training in configuring and troubleshooting issues with CISCO Telepresence (CTS
3200, 3010, 3000, 1100,100 &500), Tandberg T3& Ex 90 Systems and complex networks with mixed media and
protocols(SNMP). His ability to multi-task and stellar customer service skills allows him to deliver end-to-end
conferencing operations support in a fast paced customer focused corporate environment.
Dear Sir/Madam,
I just went through online courses for Ruby and Java scripting through code academy.
I am also familiar with the methodologies and Object Oriented programming (Ex. Java, J2EE C++, etc)
Basic knowledge in development tools (Ex. IDE’s, debuggers, code repositories
Relevant Employment Experience
AT&T (Via Metasysinc/Contractor) Tampa, Florida 2011 - 2014
Service Planning and Design (Network Services /Support Consultant)
• Responsible for service design, planning and project execution
supporting client TelePresence service in sourcing.
• Responsibili ties include creating and authoring technical service
designs, develop project technical plans and work with LABS, vendors and
other organizations to validate and execute the proposed solutions.
• Review/create service requirement and develop the required designs to
be supported by client.
• Provide technical lead for Managed TelePresence Services in sourcing
development projects from concept through deployment.
• Create and author concept, feasibility, network design and technical
service description documents.
• Work with vendors to define and ensure their products supports
required service features and passes client Labs certifications.
• Create testing requirement and work with the engineering group to test
new Hardware and Software.
• Track deliverables across multiple organizations including CPE
testing, vendors and multiple systems support teams.
• Support products providing CPE feature information and support
• Work with other organizations to develop software plans that meet
future managed services features and product enhancements.
• Ensure CPE support is maintained across client and Cisco during all
phases of the project and migrations.
BT Video Conferencing, Inc. (Americas), Westminster, CO 2008 – 2011
VNOC/Immersive Technology Support Engineer
• Analyze, configure and t roubleshoot large CISCO Telepresence (CTS 3200, 3010, 3000,
1100,100 &500)
• systems; complex networks with mixed media and protocols.
• Respond to ACD, email, and tickets following documented processes.
• Ut ilize complex BT CISCO Telepresence in-house lab setups to duplicate and solve
p roblems.
• Train end users and \or other VC support team members.
• Download log files for the CISCO TP and analyze them when there is an issue.
• Troubleshoot the Tandberg T3 and Ex 90 Systems.
• Schedule and support complex meetings; external and/or mixed technologies, (e.g., B2B
and Interop using the CTMS, CTMSs for the BT exchanges, MCU, CUVC, Tandberg 8710
Telepresence blades (TIP Protocol).
• Push software upgrades using and TMS Tandberg management suite.
• Maintain and report on call statistics.
• Open, t rack and manage issue through to resolution via BT Conferencing’s Service Desk
t icketing system.
• Submits complete and correct product defect reports in area of expertise.
• Engage and work with next level support staff CISCO TAC, CISCO CROS, carriers
(AT&T, Sprint & Masergy) and cross-functional teams (Tier4 network engineering) to
resolve major customer issues.
• Provide systems/product t raining both internally and externally and intellectual property
material.
• Attend t raining courses; perform self-study to obtain CISCO and Telepresence
P rofessional certification.
SunGard Availability Services, NOC/IOC Support Supervisor 2007 – 2008
• Respond to ACD, email, and tickets following documented processes.
• Open, t rack and manage issue through to resolution via Service Desk ticketing system.
• Monitor e-mail queue throughout the day & maintain e-mail statistics.
• Monitor ticket queues and route as appropriate.
• Review and complete shift change tu rnover reports of critical issues.
• Assume the role of problem owner & notification for service requests.
• Engage next level support staff using next level support staff process.
• Notify clients of issues following client notification mat rix according to the SLA.
• Review and understand the change & problem management processes.
• Provide regular feedback to the client on their outstanding requests; managing
expectations.
• Coordinate outage schedules and change documentation.
• Escalate issues to the of network team Teir2 which involve layer 1-3 problems in a state of
t he art MPLS based IP backbone, as well as, problems with associated with customer
managed services such as routers, switches, firewalls, load balancers, DNS and mail relay.
• Perform first-level t roubleshooting and support; security resets, portal administration
• Attend t raining courses, perform self-study, and obtain Help Desk Professional
certification.
• Learn the SunGard product offerings.
• Administrated and installed of Lotus Notes R6
• Lead a team of Support Specialists
• Develop and implement best practices to drive efficient work f low.
• Monitor and document team performance.
TriWest HealthCare Alliance (DOD Contractor), Senior Technical Analyst 2004 – 2007
• Administered, supported, installed and configure Landacorp's maxMC suite of medical
management software for managed health care organizations and other entities.
• Buil t, installed, configured, and maintained organization's back end enterprise computing
environment.
• Processed t rouble t ickets and t rouble shoot issues regarding AD, Exchange, network,
servers, LAN, printers, Cisco switches, Cisco voice over IP phones and others as needed.
• Designed, developed, validated, and approved and deployed operating system and
applications “images” for desktop (Desktops (Windows 2000 Professional and XP), laptops
and tablets) that meet or exceed T riWest business and security requirements.
• Designed, developed, validated, approved, and supported scripting (Visual Basic) or group
policy objects (GPO’s) that deploys patches, software, and security and other configuration
modifications on desktops systems throughout the corporate network.
• Troubleshoot major BlackBerry problems at the enterprise level.
Designed, developed, validated and approved end user t raining on desktop system or works with
t raining
• department on design of same.
• Evaluated, recommended and justified changes to hardware and software platforms.
• Evaluated, recommended and justified tools necessary to support hardware & software
p latforms.
• Executed complex tasks as well as accepts and resolves escalated support issues from end
users and Technical Support Analyst I’s.
• Collaborated with users, vendors, and other Tr iWest technical staff members on the
i dentification, isolation and correction of problems as well as enhancements in desktop
systems.
• Maintained overall performance (up t ime, adherence to SLA, etc.) of the desktops.
• Developed cost effective desktops solutions/enhancements to optimize the balance between
business needs & equipment/software capabilities to include: researching, performing cost
benefit analysis.
• Developed and implemented best practices, policies, and procedures enterprise-wide.
• Facilitated standard change management processes. Documented and evaluated impact of
changes to the various desktop systems. Planned, scheduled and communicated changes
to be implemented.
• Assisted in efforts to enhance change management process to proactively prevent issues
f rom occurring.
• Interfaced with other IT organizations for problem resolution.
• Facilitated standard problem management processes. Documented and evaluated
i ncidents and problems on the desktop systems. Enhanced problem management process
to prevent issues from occur ring.
• Documented and produced technical information, documentation, and procedures.
• Assisted and guided remote sites with enterprise operation issues; resolve remote site
issues.
• Implemented and managed projects independently, as well as in coordination with other
p roject Mangers.
Microsoft, Technical Support Representative/CC 2004
• Provided 100% phone support 24x7 coverage in the center for Microsoft windows Clients.
• Investigated root cause analysis of advertising errors, initiated corrective actions,
performed follow up tasks and document the customer contact.
• Responsible for handling customer complaints.
• Created t rouble reports; analyzing and isolating t rouble conditions and viruses for MS
w indows Clients.
• Tested systems to ensure the elimination of bugs or viruses.
Telvista (Subcontractor for Verizon Wireless), Customer Service Representative 2004
• Provided 100% phone support 24x7 coverage in the center for Verizon’s DSL H igh speed
I nternet service subscribers; Ini tiated service order corrections and changes.
• Investigated root cause analysis of advertising errors, initiate corrective actions.
• Assisted users with installation of software, modems and routers.
• Handled customer complaints; provided activation support; created t rouble reports.
• Analyzed and isolated t rouble conditions for networking components such as routers
(Syslinks), LAN topology, Ethernet, modems (Westels), PCs, Multiplexers, Bridges,
Switches etc and Network Interface cards.
Medicatech (Healthcare Solutions), System Administrator/Sales Representative 2002 – 2003
• Performed installation, configuration and testing of complex fi rm hardware.
• Performed complex software t roubleshooting and provide after-hours service for escalated
issues.
• Provided leadership assistance for the deployment of hardware and software. Facilitated
technical event support. Presented software product solutions and entered client’s orders
for all of the staff.
• Developed/implemented key account action plans and prepared sales documentations.
• Responsible for maintaining good customer relations and set achievable goals that will
result in increased sales.
• Dealt with representatives and customers concerning matters that require some tact and
resourcefulness.
Bilo, LLC, System Analyst 2000 – 2002
• Configured new systems for entire network.
Administered and supported servers that ran 2000 & NT 4.0 operating Systems, running
backups, supported moves adds and changes.
• Installed, integrated, supported & t roubleshot Windows 2000 & NT 4.0 Server &
Workstation, Windows 95,98 & 2000 workstations and Office 95,97 & 2000 applications.
• Installed, integrated, supported & t roubleshot Palm(tm) V products and applications; Dell
I nspiron notebooks, Apple Macintosh stations.
• Managed and Secured user accounts, clients, servers, and applications using Active
D irectory services within Windows 2000.
• Responsible for managing, supporting client's problems t ickets using Remedy t rouble
t icketing system.
• Sharp Memorial Hospital, System Analyst, PC/LAN Specialist 1999
• Configured new systems for entire network.
• Administered and supported servers (Novell 4.1X, NT 3.5&4.0 operating systems) and HP
p rinters.
• Added users to the domain, updated user accounts, & performed daily system backup.
• Installed, integrated, supported & t roubleshot Windows NT 4.0 Server & Workstation;
W indows 95, 98 work stations and Office 95, 97 applications.
• Installed, integrated, supported & t roubleshot IBM ThinkPad T & X Series,Palm I I I
p roducts and applications, Apple Macintosh stations.
• Provided functional information systems support to nursing, clinical, and ancillary
departments. Participates in change management activities (system implementation,
testing, upgrades, t raining) involving supported areas. Analyzes amd resolves problems.
Customizes Cerner application for supported dept. using selected DB tools.
• Managed and supported client's problems tickets using Remedy t icketing system.
• Developed NT, Novell, UN IX and VMS operating systems policies, procedures and
s tandards and ensures their conformance with information systems and San Diego Health
objectives.
• Installed, integrated, managed, supported & t roubleshot GroupWise, Netscape & I.E.
email packages.
E ducation, Training, & Certifications
2006 M.S. Computer Engineering, Colorado Technical University Colorado Springs, CO
1994 B.S. Computer Electronics/Minor in Computer Science, Coleman University La Mesa, CA
CERTIFICATIONS
Computer Engineering, Colorado Technical University Colorado Springs, CO
Information Systems Security, Colorado Technical University Colorado Springs, CO
Information Systems Security Management, Colorado Technical University Colorado Springs, CO
Novell Administrator (3.12), New Horizons Learning Center San Diego, CA
Polycom Video Solutions Sales Training
Polycom RMX 2000 v2.0 - Q4 Launch Training
Polycom HDX 2.0 - Q4 Launch Training
Polycom RMX 2000 Sales Training
VSX 8.7.1 - Q4 Launch Training
RealPresence Experience High Definition (RPX HD) Sales Training
Telepresence Experience (TPX) HD Sales Training
Telepresence Pre-Sales Technical: Overlay Networks
Telepresence Pre-Sales Technical: VNOC Models and Network Implications
Telepresence Pre-Sales Technical: Overlay Networks
VNOC Models and Network Implications
Telepresence Pre-Sales Technical: Converged Networks
VSG Video Solutions Pre-Sales Technical Training
IP Data Networking for Audio/Video Environments Training
HDX 8000 - Q4 Launch Training
Video and Voice Interface Unit (V2IU) Training
Tandberg Cisco TelePresence Basics Express
Front page98 editor and Linux operating system, San Diego Community College San Diego, CA
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