To Analyze & contribute end to end voice incidents solution 24x7 across all underlying Infrastructure/ technologies & to perform complex Move Add Delete (MAC) for IPT in order to solve voice related incidents/requests Key Tasks and Responsibilities: • To provide professional technical support and troubleshooting for all issues received. • Resolve complex customer issues; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs. • Act as the high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution. • Provide status updates to CTS. Inform customer on technical progression, if required. • Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults • Able to work closely with engineers, Vendors and Service Providers to adequately test and resolve Hardware -software issues. • Provide technical support for the resolution of repeat problems if requested. • Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution • Document all troubleshooting and case management actions via the electronic case management system. • To prepare technical reports as required. • Technical guidance and support of peers and subordinate positions. • Provide on the job coaching and mentoring to the VOC department. • To undertake any other reasonable task as assigned • Responsible for " worldbank and flowserve" customer as assigned to handle escalated

• Perform fault troubleshooting, identification and resolution for VoIP faults on different Routers Platform (26xxXM, 28xx Series, 37xx Series, 38xx Series, 7206VXR). • Perform fault troubleshooting, identification and resolution for voice faults, on different platforms and surroundings: 1. Cisco Call Managers “3.3, 4.x, 6.x, 7.x, and 8.x”. 2. CME. 3. Voice mail systems (Cisco & Cycos). 4. IPCC express. 5. IPCC enterprise. • Focus on VIP voice customers LLD and Orange Voice Backbone Network (CEs, VGs, PEs, GK, Neo Soft switches, Media Gateways). • Hands on experience with different types of signaling protocols (H323, MGCP, SIP, RTP) • Perform changes and release management activities on IPT platforms. • Major customers supported: Philip Morris, British American Tobacco, World Bank, Glaxo Smith Klein, American President lines and others. • Approving Low Level Design for IPT customers from operational perspective. • Act as an escalation point for the implementation teams. • Design, implementation and missing configuration. • RCA responsibility for chronic issues. • Designing and implementing different Call manager Version “6, 6.5, 7, 7.5 and 8.5 “. • Designing and implementing “ IPCC express , CME , unity and unity connection ver. 8 and 8.5 “ • Supporting Tandberg various OPV endpoints and Cisco Telepresence rooms within the same VPN or even over an Intercommunity. • KEDB database responsible to improve stuff IP Telephony technical knowledge. • Responsible for a weekly Technical Session for both Cairo and India TOC Department. • Delivering IP Telephony & VOIP Trainings to TOC department.. • Sharing in an internal program to develop team communication skills & spirits. Telepresence and video experience: • Perform fault troubleshooting, identification and resolution for Telepresence solution and video on different platforms : 1- Cisco Telepresence CTS 3000 Series 2- Tandberg Telepresence T Series

• Monitoring the customer connection and proactively troubleshooting • Troubleshooting different technologies as: {Frame Relay, ATM, MPLS, L3, etc.} • Troubleshooting different Equipment “ Nortel switch , Cisco router and switches Cisco VPN Concentrator , Huawei routers , Riverbed steal head , Ipsec boxes “ • Responsible to guide Filed engineer on site for any hardware replacement • Responsible for the change management for the customer 3M • Responsible for any configuration change for 3M connection • Responsible for connection migration and any configuration change required for the internet connection for customer 3M

Engineering, communication and electronics department

CISCO, CCNP VOICE