
Ramy Fahmy
Senior Network Engineer at Computime Technology
Valletta, MaltaWork Experience
Senior Network EngineerFull Time
Computime Technology
May 2019 - Present -6 yrs, 2 months
- Job Details:▪ Designing, developing, installing, configuring, and supporting Unified Communications hardware and software from leading UC vendors including Cisco, Microsoft, Poly 3CX, Zoom, and BlueJeans ▪ Integrating Microsoft Teams with the clients existing phone systems via Microsoft Direct Routing via supported SBCs as well as configuring Microsoft Teams phone system features. ▪ Understanding customer business requirements and translating them into technical requirements ▪ Providing technology consultation working in partnership with sales for major account opportunities ▪ Keeping up to date on relevant competitive technologies and products, particularly in the Unified Communications discipline. ▪ Identifying routine problems, errors, misconfigurations. ▪ Advising clients of status and proposing problem resolutions and making recommendations for a corrective course of action. ▪ Producing quality technical documentation for complex solutions. ▪ Installing management tools to remotely monitor and troubleshoot voice and data networks. ▪ Leading internal company initiatives as well as mentorship for entry-level engineers
Voice Incident Management Expert (Cisco Collaboration Engineer) - Cisco VOC CTS 2 TeamFull Time
Orange Business Services
Apr 2017 - May 2019 -2 yrs, 1 month
Egypt , Cairo
- Job Details:Cisco Voice & Unified Communications Expert in VOC CTS 2 Team, Expertise & Solution Center, Customer Service & Operations Department: . Providing level 2 support for Cisco IP Telephony, IP Contact Center Solutions as well as IP Telephony As A Service to various key worldwide OBS customers including (A.P Moller-Maersk, Philip Morris International, Lenovo, LVMH, GlaxoSmithKline, PricewaterhouseCoopers, 3M, Danone, BHP Billiton, Heineken, TRW, Atlas Copco, Singapore Airlines, Hapag-Lloyd, …) . Troubleshooting & resolving Cisco IP telephony & backbone voice incidents which involves troubleshooting Cisco's complete Collaboration portfolio including (Cisco Unified Communications Manager, Cisco Business Edition, Cisco Unified Communications Manager Session Management Edition, Cisco Unified Communications Manager Express, Expressway, Voice gateways, Cisco Unified Border Element, Cisco Unified SIP Proxy, Collaboration End points, Jabber, Cisco UC Integration for Microsoft Lync, ...). . Troubleshooting & resolving IP Contact Center (Cisco Unified Contact Center Enterprise & Cisco Unified Contact Center Express) and access number faults. . Troubleshooting Value Added Services such as Voice mail (Cisco Unity Connection & Cisco Unity Express), IM & Presence (Cisco Unified Communications Manager IM & Presence) & Cisco Unified Attendant Consoles. . Liaising with the relevant entities for incident escalation and resolution of faults affecting voice service. . Activating escalation procedure with vendors as needed. . Implementing the customer's simple and complex changes
Incident Management SpecialistFull Time
Orange Business Services
May 2015 - Mar 2017 -1 yr, 10 months
Egypt , Cairo
- Job Details:Shift Leader in Shared Swiss Team, Customer Service & Operations Department: . Providing technical support to key OBS customers headquartered in Switzerland among which (International Committee of the Red Cross, Givaudan, LafargeHolcim, Bunge, PPG Industries, ABB Group, SGS, Nestlé Nespresso, Zurich Insurance Group, Mediterranean Shipping Company, CAT, Swiss Reinsurance, Hilti, …) in different networking-related fields: Data network, Voice services, Security services, WAN optimization, … . Monitoring customer networks and products and deal with alerts and events as appropriate . Providing a professional technical point of contact for the customer and third party vendors . Troubleshooting and resolving complex customer incidents and chronic issues . Liaising with the relevant entities (Local providers, OBS expert teams, Logistics teams, Vendors) as needed . Ensuring incidents are allocated to the most appropriate "next step" as part of the incident flow process
Education
BSc in Electrical Communications & Electronics Engineering
Ain Shams University (ASU)Jan 2008 - Jan 2013 - 5 yr
High School - Thanaweya Amma
Saint George's CollegeJan 2008
Languages
Arabic
FluentEnglish
FluentFrench
Intermediate
Training & Certifications
Cisco Certified Network Professional (CCNP) Collaboration
Cisco·2018CCNA Routing & Switching (200-120)
Cisco·2015