Zeyad ElMahy

Incident Management SpecialistFull Time

• Job Details:(German Large Accounts Service Operations Team) • To provide a professional first technical point of contact for the customer. • Diagnose fault-related cases by effectively utilizing software diagnostics and other networks/product utility programs. • Provide updates as needed to the customer in order to meet performance objectives. • To ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process. • To perform technical escalations in line with company procedure. • To monitor systems, customer network security and products, and deal with alerts and events as appropriate. • To liaise and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate. • Document all troubleshooting and case management actions via the electronic case management system. • To conduct initial diagnostics and undertake basic fault diagnostics to resolve where possible, customer faults.

Implementation and Support EngineerFull Time

• Job Details:• Providing technical support for clients on Cisco Meraki, Ruckus, and Miktrotik Products. • Experience working through VPNs and Remote Desktops to ensure customer satisfaction. • System Implementation for new Clients with on-site hands-on experience. • Developed multiple upgrades for current systems with efficient script writing skills. • Troubleshoot and resolve highly complex issues within the customer environment. • Assist with pitching new clients on our current products and services. • Use syslog in order to trace back, diagnose and resolve issues in intense customer environments.

Systems EngineerInternship

• Job Details:• Worked with a team to provide a Voice Over IP System on Centos and test using Zoiper. • Developed an IVR system-using Asterisk. • Hands on experience in a data-center. • Knowledge on RAID disks, Switches and how to install.