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Service Sales

Asyut, Assiut Governorate, Egypt
January 06, 2015

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Mahmoud Ahmed AbdelGhaffar

Service Team Leader (Telecommunications)

Mobile Phone: +201*********, +201*********

E-Mail Address:


I am willing to give total support to the organization that I am in, with competencies that I have, in

order to achieve organization’s goals and create mutual benefits, and to be long term investment in

their human capital.


Nationality: Egyptian.

Date of Birth: 30/8/1986

Place of Birth: Cairo.

Marital Status: Married.

Military Status: Exempted.


BSc of Engineering (June 2008)

Major : Electronics & Communication.

Faculty : Faculty of Engineering.

University: AinShams University.

Grade : Good accumulative (74%).

Graduation Project grade: Excellent


SOCP: Siemens Open Communication Professional Service Open & Converged Networks HiPath 4000

(September 2013)

SOCA: Siemens Open Communication Associate Service OpenScape Business (September 2013)

SOCP: Siemens Open Communication Professional Service Open & Converged Networks HiPath 3000

(November 2011)

SOCA: Siemens Open Communication Associate Service HiPath 3000 (July 2011)

SOCA: Siemens Open Communication Associate Large Account Business (LAB) Certificate (June 2011)

SOCA: Siemens Open Communication Associate Sales Small & Medium Businesses (SMB) Certificate.

(April 2011)



CCNA Voice Certification in Plan


1- January 2012 - till now Royal Trading Co. Egypt - Siemens Enterprise Communication Value

added distributor for EGYPT and Levant countries, Libya and Tunisia ( Service Team Leader)


Plan and control projects installation works.

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Formulate and implement the Service Agreements Business Plan (In coordination with Sales


Manage and follow up Service staff activities, direct and motivate them.

Manage and control Service Tickets opening with Vendor.

Manage the academy of professional training (APT) and training coordination of the technical matters

(Tools, Equipment, Material and Trainers).

Provide General Manager monthly report of Service department progress (Installation, Service Calls,

Troubleshooting, Remote Support and Challenges).

Conduct in-house Training program to develop service staff skills and experience sharing.

Certified APT Trainer

2- February 2011 - December 2011 Royal Trading Co. Egypt - Siemens Enterprise Communication

Value added distributor for Levant countries, Libya and Tunisia ( PreSales Engineer)


Understanding of the SEN Open Communications Strategy and Market.

plans and modifies product configurations to meet client requirements

Provides technical guidance to sales personnel.

Week to Week Management for the offers that sends to our clients through sales team to know the new

status of these offers.

Understanding the psychological drivers of the business owner or manager.

Actively listen to our customers, Develop an initial understanding of your prospect's business issues

and problems, Meeting with the prospect after gaining an understanding of their business.

Creating a VisionMatch.

Provide My Company with Sales Strategy and put, provide them with the market plan that can help us

to get new opportunities.

Manage and Implement Siemens telecommunications system that can solve our client’s problems after a

good understanding for their problems.

Study the new offer and put the solution for our clients that help to solve their problems with lowest


Provide our clients with the solutions that can help him to get faster ROI.

Study our competitors and put the Strengths, Weaknesses for each competitor which benefit me to puts

the offer that can win these opportunities.

3- August 2008 - January 2011 Intraconsult Telecom Co. Egypt – Alcatel-Lucent Premium Partner

(Service Engineer)


Provide efficient support services and timely response to all queries, requests and reporting/escalation

of issues related to the systems.

Manage and maintain telecommunications system performance and capacity.

Implement new phone systems as required.

Interact between client and telecom vendors (local exchange carriers, long distance carriers, and PBX

vendors, voicemail vendors) to resolve issues and maintain optimal system performance.

Installing, maintaining and troubleshoot

Conduct move, ads and changes including projects such as station moves and upgrades on both

hardware and software.

Familiarity with all aspects of MDF, IDF and cabling infrastructure and be able to do cross connects.

Work Scope

Advanced knowledge of the HiPath 4000 communication system including

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HiPath 4000 hardware and system features


Platform related Access- and Workpoints


Networking configurations and features within the same system family


VoIP functionality of HiPath HG3500


Telephony via SIP protocol


HiPath 4000 troubleshooting and remote administration


Advanced knowledge of HiPath license management and HiPath administration tools


Advanced knowledge of networking with OpenScape Voice and HiPath 3000


Advanced knowledge of the Siemens Unified Communications Portfolio:

OpenScape 4000


OpenScape Business


HiPath 3000.


HiPath OpenOffice EE - OpenOffice ME


Unified Communications Competitors

Advanced knowledge of the Open Communications Technology including:

Voice over IP - Security - Mobility – Interworking


OmniPCX Enterprise OXE – Common Hardware

Alcatel 4400.

OmniPCX Office OXO.

OmniPCX4760 (Call Account).

Alcatel Voicemail 4635, 4645.

DECT and mobility.

VOIP telephone system

Advanced knowledge of ISDN, and E1.

Advanced knowledge of the underlying technologies

Telecommunication technologies and protocols


Network technologies and protocols (LAN/WAN)


Voice over IP (VoIP)


Quality of Service


Mobility technologies



OpenScape Business Training (June 2013)

HiP4BASICS Training Course at RT APT Siemens (March 2013)

HiP3ADVS Training Course at RT APT Siemens (June 2012)

HiP3BASICS Training Course at RT APT Siemens from (May 2012)

OmniPCX Enterprise R.9 Business (OXE).

OmniPCX Office (OXO).


Mobile Telecom Courses by YLI in VODAFONE from January to February 2008

- Courses Studied:

- Core Network.

- Network Planning.

- IN (Intelligent Networks).

- 3G.

- GSM.

- VAS.

"Entrepreneurial Master Class" a workshop held by Mobinil and Exo-Mobil (Jan. 2008)

Personal Skills

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Flexibility to learn and handle any new software package.


Strong analytical skills.

Able to communicate technical and business information to widely varied audiences.

Ability to work in a group or individually according to the job requirements.

Very good communication, documentation & presentation skills.

Industrious and able to work under stress.

Traveling facility.

Computer Skills

Professional in MS-Windows, MS-Office programs

Familiar with some Engineering S\W: MATLAB and Java Programming.


Arabic: Mother Tongue.

English: very good level (reading, writing and speaking).

Other Information

Valid Egyptian driving license.

Interests: Football, Basketball, Swimming, Computer, Travelling.

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