Basic Info

Hossam taha

1 year

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

L2 Network Technical Support Engineer at Orange business services

Experience Details

L2 Network Technical Support Engineer

Customer Service/Support

Experienced (Non-Manager)

Role:
=======
CSO: UMG - DCSC
Customer Service Operations: Universal Music Group - Dedicated Customer Service Center

The role includes:
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 Monitor systems, customer networks and products (e.g. Cisco - Avaya - Nortel - IPanema) , and deal with alerts and events as appropriate
 Receive customer’s calls and provide a professional first technical point of contact for customers’ incidents
 Troubleshoot and handle all complex incidents within the time frame agreed with the business
 Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams
 Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs
 Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner
 Provide updates as needed to the customer in order to meet performance objectives
 Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence
 Refer issues to correct/relevant entities e.g. other Service operation teams, PTT, IOC and other Vendors as appropriate
 Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative
 Maintain high technical knowledge level in all relevant areas
 Undertake any other reasonable task as assigned
 Build relationships with peer and management levels both with clients and the company management


Company Details

Orange business services (multinational)

Cairo, Egypt

More than 1000 employees

Computer Networking , Information Technology Services

www.Orange.com

Sep 2015 to present (1 year 3 months)
Network Specialist at IBAHN

Experience Details

Network Specialist

IT/Software Development, Customer Service/Support

Entry Level

* Following up problems on-site or off-site via the operating center.
* Configuring and Troubleshooting Routers (Cisco 1841 series) , Switches (Cisco catalyst 2960 series,Hp 2610, Link Sys, 3COM, AT9924 and AT8648), PIXs Firewall (Cisco ASA 5505 series), Access Points(Colubris, Link Sys,3COM, NetGear), xDSL family(ADSL,SDSL), Modems (D-link,NETGEAR, Link Sys, ZyXEL)
* IPTV servers operating system LINUX
* Communicating with ISPs, IT managers at hotels and hotel guests in order to solve their problems with its different levels.


Company Details

IBAHN (multinational)

Cairo, Egypt

101-500 employees

Information Technology Services

IBAHN.com

Sep 2014 to Aug 2015 (11 months)
Technical support Agent at Raya Contact Center

Experience Details

Technical support Agent

Customer Service/Support

Entry Level

Handling
customer complaints, inquiries and provide solutions to their Technical problems.


Company Details

Raya Contact Center

Cairo, Egypt

N/A

Information Technology Services

www.rayacorp.com

Jul 2014 to Aug 2014 (1 month)
Technical Support Engineer at Jelecom

Experience Details

Technical Support Engineer

Customer Service/Support, Education/Teaching, Training/Instructor

Entry Level

N/A


Company Details

Jelecom (multinational)

Alexandria & Cairo, Egypt

11-50 employees

Education, Engineering Services

www.jelecom.org

Jul 2012 to Apr 2013 (9 months)

Education

Msc in IT

Education Details

Msc

IT

Institute of Graduate Studies and Research , Alexandria University, Egypt

Not specified

Network Security Concepts Data Structures

N/A

Institute of Graduate Studies and Research , Alexandria University
2013 - 2017 (Expected)
Bsc in Computer science knowlage

Education Details

Bsc

Computer science knowlage

Faculty of Science, Alexandria University, Egypt

C / Good / 65 - 75%

Programming, Graphics,Image processing, database, and Networks

N/A

Faculty of Science, Alexandria University
2008 - 2012

Certifications

CCNA
Jun 2012

Certificate details

CCNA

Jun 2012

906 out of 1000

N/A

N/A

Cisco

N/A

CCNP
Jul 2016

Certificate details

CCNP

Jul 2016

930 out of 1000

N/A

N/A

Cisco

N/A

Training and Courses

Training/Course Details

Network and network security concepts

Apr 2013

Cisco Networking Academy

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

ArabicBooksCCNACCNPCiscoCommunicatorComputer NetworkingComputer Science KnowlageCustomer ServiceDubaiEducationEngineering ServicesEnglishHandles StressHard WorkerIBAHNITInformation Technology ServicesJavaJelecomL2 Network Technical Support EngineerLunixNetwork And Network Security ConceptsNetwork SpecialistNetworksOrange Business ServicesPresenterProblem SolverProgramming ComuunitySoftware DevelopmentSportsSupportTechnical Support AgentTechnical Support EngineerTechnologies

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Intermediate

: Fluent

: Advanced

Tools and Technologies

Cisco

Cisco

: Advanced

: Extreme - I love it!

:

1-3 years

lunix

lunix

: Intermediate

: High

:

Less than 1 year

Java

Java

: Beginner

: Medium

:

Less than 1 year

Fields of Expertise

networks

networks

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Communicator, Hard worker, Presenter, Problem Solver, Handles Stress

Online Presence

https://eg.linkedin.com/in/hossamhassantaha

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