Eslam Daoud

Network Optimization Change ManagerFull Time

• Job Details:• Managing and Scheduling Customer Changes Worldwide from Technical Point of View • Configuring and Testing WAN/LAN using Routing , Switching and MPLS Technology for different Media such as o Frame-relay , ATM , MetroEthernet and DSL services. • In Depth Technical troubleshooting for the mentioned above technologies • SPOC for all technical matters related to Equant node and for customers projects on each change request. • Ensure that professional and successful implementation of network changes is made and documented through a o comprehensive risk assessment and feasibility analysis. • Handling CAB Meetings with Involved Entities to set a Process of New Complex coming Projects. • Document all change management actions via an electronic management systems (MSA, Fileade, MachX). • Develop Training to new comers so they can cope with the daily team responsibilities and activities.

Avaya Customer Technical SupportFull Time

• Job Details: Troubleshoot AVAYA IPT faults [ Media Servers , Media gateways , Call Centers and Modular Messaging ].  Troubleshoot IP routing, ISDN, Frame Relay and ATM services and Telepresence Video Conferencing.  Support operations on a 24/7 shift bases.  Perform technical and management escalations in line with company procedure.  Provide updates as needed to the customer in order to meet performance objectives.  Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process  Monitor systems, customer networks and products, and deal with alerts and events as appropriate.  Liaise and refer issues to correct/relevant entities e.g. PTTs, third party vendors.  Document all troubleshooting and a case management actions via the electronic case management system.