Amr Shousha

** ******** *****, *******, ********, New Zealand 0629

Home: 006********* Cell: 006**********

acs2y4@r.postjobfree.com

PROFESSIONAL SUMMARY

A creative support professional with a record of increased responsibility, proficient in prioritizing & completing tasks in a timely manner, yet flexible to multitask when necessary. Customer focused with diverse industry experience, enjoys learning new technologies, team player who is attentive to details and able to work in a fast paced environment.

SKILLS

Cisco 887VA, Juniper SRX110, AT-AR440S, Dynalink, D-link & Ctek

2811 Cisco Call Manager (Configuring Extensions & Features)

Basic Linux Scripting

Server 2008/2012 & Hyper –V (AD, DHCP, DNS, VPN, Email, Policies, Domain Trust)

OS (Win Vista, 7, 8, Server2008, Server 2012, Fedora/Kali Linux & Mac)

Ubiquity Wireless Access Point

Sony, Bosch, Pelco & Quasar CCTV Configuration

VOIP (Trixbox, Asterix, A2billing & Linksys ATA Devices)

Wireline/Chorus Gateway Tools

DSL, VDSL, Fibre, 3G/4G (Configuration, Installation & Provisioning)

Visio-Network Drawing, TMG & Wingate Proxies

Allied Telesis DSLAM IMAP 9100 Series

Good Networking Knowledge, Excellent Customer Service, Fast Learner & Hard Working Person

Excellent Leadership Skills & Good Problem Solver

EDUCATION

JNCIA-(Juniper Networks Certified Internet Associate) - Juniper - 2015

Graduate Diploma in Computing - UNITEC -MT Albert – 2015

Data Communication

Network Administration Support- (Client/Server Win7/Win8, 2008/2012)

Network Operation System Management- (Linux Fedora)

Advance Data Communication

Network Design & Implementation (Server 2012, VOIP, Site 2 Site VPN, Domain Trust)

Risk Management (mitigate Risks)

Information Technology Project Management (Manage Projects)

Internet & Intranet Management (TMG & Wingate Proxies)

Diploma in Applied Computer System Engineering – UNITEC -MT Albert – 2009

Client Operating System Environment

Server Operating System Environment

Communication & Problem Solving in IT

Network Implementation & Administration

Exchange Server in Network

Network Planning & Design

Network Directory Infrastructure

Security For Client Server Network

Certificate IN Advance Networking - CCNA AUT CBD 2008

Certificate IN Computer Service Technician: A+ & N+ ITTI ST John’s 2004

Hobbies & Interests

Sports: Soccer, Tennis, Basketball & Swimming

Music: R&B, Classic, Jazz music, Drums & Guitar

Cars: BMW, Holden, Honda & Toyota

Movies, Play station & Wii

WORK HISTORY

Network Support / Field Engineer Fusion Networks - Mar 2010 to Current

Network installation & Configuration For (WAN / LAN) Circuits

Routers & Switches Configuration (Cisco, Allied Telesis, Juniper, Ctek) For Wan Projects & 3G/4G

WIFI, VOIP & IP Camera CCTV Installation & Configuration & Provisioning

DSL, VDSL, Fibre & 3G/4G Installation, Configuration & Provisioning

Network Monitoring & Reporting (SNMPC & Op Manager)

Desktop support & Server management ( Create users, Password Reset, DHCP, Policies & VPN)

Managing & Configuring NZ Transport Agency Network (SCATS & Eltima)

Auckland Transport HOP Card Wan Project (Managing & Configuring -AT Hop Card-)

Problem solving

NZ Transport Agency Wan Projects (WIMAX, DSLAM & 3/4G)

Fault logging through (Fusion System, Wireline & Chorus Gateway Portal)

Dealing with customers face to face, via phone, emails & onsite visits

Technical Support Supervisor Hybrid TV (TiVo) - CBD Sep 2009 to Jan 2010

Helping with TiVo Launch in NZ, System Setup include AD 2008, DNS, DHCP, Polices, Site to Site VPN, phone routing, product testing & System Backup

Helping with Plan and Design of TiVo System in NZ

Provide training for first level Support Cross NZ

Provide second level support to level one and resolve complex customer issue related to Setting up, configuring, networking, remote accessing and coverage of TiVo Device

Coaching and support, monitoring call queue, live chat queue, email queue, reports & Data analyst

Dealing with customer complains

CSR / Sales Consultant Nokia Care - New Market Mar 2008 to Mar 2009

Booking customers phones for warranty / non warranty repair

Phones accessory and computer accessory sales

Using Eos and Nokia online system

Provide customer with excellent customer service face to face & over the phone.

Complaint and email handling cases

Cash Handling & billing

Mobile and computer connectivity

Technical Support Analyst Dynalink Modems - Albany Oct 2006 to Nov 2007

Dealing with customers on a daily bases on phone or by email

Provider technical Support to dynalink product

Call and fault logging

Network set up and modem configuration

Repair and diagnose all type of dynalink product

Wireless configuration and security implementation

VOIP configuration and setup

Configure IP CCTV & video surveillance solutions

Configure Mobile and PDA to the network

PC and network configuration

System Backup

Remote access support

Help Desk Support Woosh Wireless - New Market Apr 2006 to Oct 2006 Troubleshoot, diagnose

Installation and repair (Hardware, Software and Networking)

Billing, Sales & account queries

SLX knowledge and VOIP installation troubleshoot and diagnose

PC and network configuration

Providing first and second level technical support for all clients

REFERENCES

Kaan Ustun

Network Operation Manager at Fusion Networks LTD

Telephone Number: +64 21609783

Casey Mak

Technical Support Manager at Dynalink Modems

Telephone Number: +64 21508865

Loui Area Manager at Nokia Care

Telephone Number: +61-434******

Steve Browning

Tivo Launching Manager at Hybrid TV

Telephone Number: +64-212******

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