Engineer Customer Care

Name: Shehab Ahmed Email: *********@*****.***

Mob: 010-****-**** Address: Nasr City, Cairo, Egypt

YouTube Channel: https://urlzs.com/LACJs Upwork Profile: https://bit.ly/2I8tWGv

QUALIFICATIONS&SKILLS SUMMARY

Strong exposure in IT & Infrastructure Management, Information Security & Troubleshooting.

Good working Knowledge of SQL Server, MS, MS Visio, MS Project.

Strong experience with Cisco security devices (ASA, FTD, ISEs,& NGFWs).

Extensive Exposure to Preparing Business cases, Project Scopes, Root Cause Analysis.

Very good understanding of unified communications& IP Telephony concepts.

Full awareness of Cloud and Virtualization Technologies (ex. Cisco, VMware) as well as SDN (Software defined Networking) &SD-WAN (Software defined WAN).

Excellent knowledge of Project’s Scope&Charter, Data Collection&Communication Plans.

Extensive knowledge of and proven experience in managing administration aspects of telecommunications technology, systems and service delivery (such as Billing&Charging)

Proficiency in TCP/IP networking infrastructure such as routers, firewalls, VLANs, VPN. .

Efficient Team Leader & Player, combining communication, interpersonal & problem solving skills with analytical, decision-making and leadership capabilities to enhance organizational objectives.

Knowledge of CDN (Content delivery networks) & their missions/requirements.

Out-of-the-box-thinker, innovative, energetic, well-organized & very good strategic planner.

Good Understanding of Six Sigma Concepts & Quality Methodologies.

Solid understanding of IT Management workflow and methodologies.

EDUCATION & CERTIFICATIONS

Bachelors of Electronics and Communication Engineering, Cairo University, Egypt, 1998.

Certified as Broadband Technologies Engineer from Fat Pipe University, CA, USA, 2000.

MCP (Microsoft Certified Professional), NY, USA, 2000.

MCSE (Microsoft Certified Systems Engineer), NY, USA, 2003.

CCNA (Cisco Certified Network Associate), Egypt, 2003.

CCNT (Certified Convergence Network Technologies), Egypt, 2003.

CCNP (Cisco Certified Network Professional), Egypt, 2006.

CCDA (Cisco Certified Network Designer), Egypt, 2006.

CWLAN (Cisco Wireless LAN Specialist), Egypt, 2006.

Cisco IP Telephony Express Specialist, Dubai, 2006.

ITIL V3 Foundation (IT Infrastructure Library), Egypt, 2010.

MCTS (Microsoft SQL 2008 Development), Egypt, 2011.

MCTS (Microsoft SQL 2008 Business intelligence development and maintenance), Egypt, 2011.

MCTS (Microsoft Project 2010-Managing Projects), Egypt, 2011.

MCTS (Designing, Accessing and Optimizing Software Asset Management), Egypt, 2011.

Certified as a Customer Care Specialist from Vodafone Egypt, Egypt 2015.

Six Sigma White Belt Certified by Aveta Business Institute, Aug,2017

PROFESSIONAL EXPERIENCES

American University in Cairo (AUC) Nov 2017-Present

Cisco Lecturer/ Instructor

Teaching Cisco Courses (CCNA Routing and Switching & CCNA Security plus CCNP) plus technical English teaching using real life scenarios.

Vodafone UK, Cairo, Egypt May 2015- Nov 2017

Supervisor on UK Billing Dept.

Communicating audit findings by preparing a final report; discussing findings with Operations Manager using CMS SharePoint in order to improve overall Team’s performance.

Ensuring compliance with established internal control procedures by examining records, reports, operating practices and documentation.

Preparing special audit and control reports by collecting, analyzing, and summarizing operating information and trends.

Analyzing Quality Metrics & Key performance Indicators (KPIs).

Astoria Group LLC, Astrakhan, Russia Mar 2012-Feb 2015

IT Analyst/Systems Integration Consultant &Cisco Trainer

Conducting Control plan time sheets, Data Collection/Samples, Error proofing &Trend Charts in order to improve employee’s overall performance and Customer’s Satisfaction in the Resort/Compound

Designed and setup security policies, networks, security device.

Training Technical Staff on Cisco Technologies (such as Routing, Switching, Security, etc.)

Act as liaison between internal staff and external contractors.

Stella Makady Hotel, Hurghada, Egypt Jan 2010- Jan 2012

IT Manager (Hospitality)

Handling the whole IP based infrastructure in the hotel, which included Data, IP Telephony, and Network Security, IPTV, BackOffice, POS, HR, Call accounting &Billing systems.

Managing the IT Team members in order to ensure harmony and client’s satisfaction.

Developed and implemented security, policy recommendations

Planned and designed a disaster recovery strategy for the company, a project that saved the Company Un-necessary Upgrade steps.

Cyber Consult FZ LLC, Dubai, UAE Aug 2006- Aug 2009

IT Project Manager (Hospitality and Governmental Sectors)

Conducted and managed Business Cases, Project Scopes/Plans&Metrics as well as identifying responsibilities for knowledge and exchanging updates.

Identifying Team’s responsibilities and prepare Communication Plans& Workflow.

Following up& tracking work progress on Maintaining complete current set of Project Documents.

Took charge of a $ multi-million systems integration Projects

ACT (Advanced Computer Technologies), Giza, Egypt Aug 2005- Aug 2006

Senior Networking&Pre-Sales Engineer (Hospitality and Governmental Sectors)

Handling Networking Pre &Post sales activities, such as identifying technical requirements, studying tender documents and preparing bill of quantities, integrating various system’s components together.

Orange (x-Equant), Cairo, Egypt Aug 2002 - Aug 2005

Senior Data/Voice Engineer

Remote Support and configurations for new installations related to Routing, Switching, leased lines, ISDN, Dial up and ATM devices as well as troubleshooting faulty system components.

Cable Vision corp., NY, USA Sep 1999-Jun 2002

Network Field Engineer

Installation and handling of large volume of orders on daily basis regarding Cabling and Network equipment installations for broadband services.

LANGUAGES

Arabic (Native)

English (Fluent)

Russian (Fluent)

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