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Cover Letter

Dear Sir/Madam,

I am enclosing my resume for your review, and expressing my interest in joining your respectful organization.

 

Seeking an opportunity to best utilize my past experience as Section Head Network Engineer  - Voice  Network Operations, used to work in the Information Technology Department at National Bank of Abu Dhabi. Previously, I work at Raya Contact Centers – A subsidiary of Raya Holding (EGYPT) in the IT Department as IT Supervisor, and Avaya Support Team Consultant.

 

My total experience is more than 12 years in IT Networks & Systems Infrastructure field, in particular, the Data, Voice, and Video communication solutions.

 

I’m holding a BSC. in Electrical & Computer Engineering, Master of Business Administration (MBA) at Strathclyde University Business School (Glasgow, Scotland, UK), ITIL V3, and Project Management. 

 

Designed, implemented, and supported various Data, Voice and Video Infrastructure solutions to serve Education, Call Center, and Banking business environments. I was able to lead teams and projects with diverse culture, and provide knowledge transfer and training to IT new joiners and business audiences.

 Below are my professional certificates & training classes:

Cisco Certified Network Associate CCNA Routing & Switching 200-125

Cisco Certified Network Associate CCNA Voice Collaborations 210-060

Cisco Certified Network Associate CCNA Video Collaborations 210-065

Converged Technology Professional “CTP”

VoIP Hacking and Penetration Testing

Network Penetration Testing and Ethical Hacking

Cisco Data Center Certificate and Cloud

VMWare NXS Network & Security

Amazon AWS cloud

Avaya ACAI-500 ACSI-711 (Call Center).

Avaya ACAI-100 ACSI-901 (IP Telephony).

ACAD-100 ACSD-900 (IP Telephony).

ACET-200 – (IP Telephony).

ACSI-805: Modular Messaging with Avaya Message Store.

ACIS: Avaya Aura Communication Manager and CM Messaging R6.

ACIS: Avaya Call Center Elite.

ACSS: Avaya Aura Contact Recording and Quality Monitoring R12.

ITIL V3 Foundation Certification.

ITIL V3 Intermediate Continual Service Improvement CSI

Project Management (Fundamentals)

IELTS score 6.5

Thank you for your time and consideration.

Work experience

Aug 2010Present

Section Head - Voice Network Planning and Deployment Operations

National Bank of Abu Dhabi
  • Responsible for planning, designing and implementing for all NBAD voice networks infrastructure for the production environment as well as Disaster Recovery and Business Continuity sites.
  • Created standardized High-Level networks design and deployment documentation across all NBAD’s Data Center
  • Acted as single point of contact for the Voice Network Planning and Deployment Operations.
  • Managed the Installation and support of NBAD’s Voice network components domestically and internationally.
  • Maintained good KPIs though standardized support activities, administration, and training according to the ITIL framework including weekly dashboards and performance evaluation. This encompasses all areas of the bank’s wide connectivity.
  • Monitored all infrastructure products lifecycle with continuous R&D for the products backlog for better network efficiency and cost reduction.
  • Applied Processes Improvement (Agile Six Sigma), Asset Management, Change Management techniques for system analysis, configuration, troubleshooting, security, and resource monitoring to support the corporate business plan, regulatory compliance readiness.
  • Insured the standardized security alignment with the banks policies as well as (PCI-DSS) compliance.
  • Managed the integration between Voice, Video, and Data equipment with up-to-date High/Low Level Designs for both voice and video network infrastructure.
  • Managed projects with vendors including meetings, orders, service contracts, SLAs, Licenses, BoQ, PoC, and technical evaluation for production, UAT, SIT, and DR environments.

Mar 2007Jul 2010

IT Supervisor - Maadi Call Center Park location

Raya Contact Centers - Egypt
    • Maintained and enhanced all the system related KPIs measures in each year of service for the COPC certificate.
    • Managed the teams’ daily activities, technical training and performance appraisal as well as teams’ resources, capacities, and budgeting.
    • Designed and implemented Avaya telephony networks components for Raya Contact Centers’ sites including the integration with Adjunct CTI/IVR application systems, Cisco CM, Cisco gatekeepers, and VOIP gateways. That includes consulting the support activities of Avaya Support teams across two sites.
    • Managed vendors’ meetings, PoC, RFP, and POs.
Oct 2004Jul 2005

Technical Support Engineer 

OstazOnline Company (UNICOMP)
    • Supported the Installing of customer ADSL service with ISPs.
    • Provided technical training for OstazOnline application to new joiners and customers.

Professional Certificates

Cisco Certified Network Associate CCNA Routing & Switching 200-125

Cisco Certified Network Associate CCNA Voice Collaborations 210-060

Cisco Certified Network Associate CCNA Video Collaborations 210-065

Converged Technology Professional “CTP”

VoIP Hacking and Penetration Testing

Network Penetration Testing and Ethical Hacking

Cisco Data Center Certificate and Cloud

VMWare NXS Network & Security

Amazon AWS cloud

Avaya ACAI-500 ACSI-711 (Call Center).

Avaya ACAI-100 ACSI-901 (IP Telephony).

ACAD-100 ACSD-900 (IP Telephony).

ACET-200 – (IP Telephony).

ACSI-805: Modular Messaging with Avaya Message Store.

ACIS: Avaya Aura Communication Manager and CM Messaging R6.

ACIS: Avaya Call Center Elite.

ACSS: Avaya Aura Contact Recording and Quality Monitoring R12.

ITIL V3 Foundation Certification.

ITIL V3 Intermediate Continual Service Improvement CSI

Project Management (Fundamentals)

IELTS score 6.5

Projects

  • Planned, and deployed QOS and Security standards across NBAD’s voice Networks
  • NBAD Avaya IPT solution Hardware upgrade/Migration from CM5 to CM6.
  • Avaya CMS R16 with Redundant server at Disaster Recovery site for NBAD's.
  • Implementation of Contact Center unit’s Work Force Optimization (WFO) solution.
  • Trading floor telephony system evaluation and replacement to IPC Unigy solution.
  • NBAD Voice mailbox system Replacement.
  • NBAD Video conferencing solution implementation – Polycom RMX/CMA
  • NBAD Avaya Aura conferencing Implementation .
  • Shifting voice Disaster Recovery Site to Al Ain Data Center.
  • NBAD London Hub project – Avaya IPT migration to BT managed service.
  • Implementation of NBAD International new branches such as (France, London, Mumbai, Malaysia, and Shanghai).
  • Implemented Data and Voice Infrastructure for Raya contact centers new branches at Maadi Smart village and 6th October.
  • Joined coverage campaign team for OstazOnline to deliver our services to 5 governances in Egypt outside the capital.

Education

Apr 2012Oct 2016

Master of Business Administration - MBA

Strathclyde University Business School

Operation Management.

Product and Service Management.

Managing People in Organizations.

Finance and financial management.

Finance and management accounting.

Marketing Management.

Analytic Support for Decision Making.

Brand Management and Strategy.

Social Media: Strategy and Management.

Corporate Governance.

Strategy Analysis and Evaluation.

Making Strategy.

Entrepreneurial Management and Leadership.


Sep 1999Jun 2004

BSC. Electrical & Computer Engineering

Higher Technological Institute

Electrical Engineering

Electronics Engineering

Communication Engineering

Computer Engineering

Academic Projects

Z80 microprocessor main board                                                                                       

  • Design and implementation of electronic circuit of the main board.
  • Design and Implementation of Electronic circuit controlling the I/O devices (keyboard and LCD Display)

Smart Antenna for Mobile Satellite communication systems (Graduation project)

  • Mobile & Satellite Systems designs.
  • Analyzing & Implementing Smart Antennas for mobile & satellite systems.

            Grade: A

Training & internships

1-Summer Training 2001

        Industrial Trainee Summer 2001

The ARABIC OFFICE for DESIGNS & ENGINEERING CONSULTANTS, Cairo - Egypt

  • Designing of the Electrical Networks
  • Designing of the Lighting, Air Conditioners, and Heaters

Duration: 1.5 Month

      Network Maintenance Trainee Summer 2001

The NEC Company for Telephone Centrals, Cairo - Egypt

  • Basic Telephone Networks Configuration & Signaling and Switching Techniques (NEC)
  • Numbering Concepts for Telephony
  • KEY-Systems Z-series (NEC)

            Duration: 1.5 Months

2-Microsoft Certified Professional (MCP 2000) August 2002

            Strategy Education Center

3-Summer Training 2003

        Network Maintenance Trainee Summer 2003

IT Department - the Egyptian radio and television union (Maspero, El Mokattam, & Abu Zaabal) (www.ertu.gov.eg/ertusite.html)

  • Administering studio control device including audio and video equipment.
  • Developing computer g
  • Installing and administering of management software for TV b
  • Installing & maintaining of Microwave links between TV broadcasting stations.
  • Administering fiber optic Network.
  • Administering and troubleshooting of satellite links for central newsroom.

Duration: 3 Months

4-Summer Training 2004

       GEISUM Oil Company (GOC) Summer 2004

IT Department

  • Implementing Networks using (Hubs, switchers, and routers).
  • Configuring & maintaining networking devices.
  • Providing projects’ designs sheets.

Projects Department

  • Programmable Logic Controller (PLC) for control circuit designing.

Duration: 3 Months

 

5- Cisco IP Contact Center/ Intelligent Contact Management IPCC/ICM  May 2010

            Raya Contact Centers

6- Creative problem solving & Decision Making July 2011

            NBAD Academy – Select Training and Management Consultancy

7- Email Etiquette November 2012

NBAD Academy – Select Training and Management Consultancy

8- Project Management Professional (Fundamentals) March 2013

NBAD Academy – Select Training and Management Consultancy

9- ITIL V3 Foundation August 2014

NBAD Academy – Select Training and Management Consultancy

Personal Information

  • Nationality: Egyptian.
  • Place of Birth: Kuwait.        
  • date of Birth: July 12th, 1982
  • Marital Status: Single.
  • military Status: Completed.
  • Driving License: Yes Egypt/UAE (Manual/Automatic gear)
  • Place of Residence: UAE
  • Visa Status: UAE, Employment Visa

Reference

References furnished upon request.