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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.

Currently, I'm living in Abu Dhabi and working as Senior Network Engineer - Voice Network Operations,  in the Information Technology  Department at National Bank of Abu Dhabi since August 2010.

My total experience is more than 11 years in the Data, Voice, and Video solutions. In general, in the IT Network & Systems Infrastructure field.

Previously I was working at Raya Contact Centers – A subsidiary of Raya Holding (EGYPT) in the IT Department – as IT Supervisor, and Avaya Support Team Consultant (Since 18th March 2007)


I’m holding BSC. Electrical & Computer Engineering, and currently working on the thesis writing stage of Master of Business Administration (MBA) at Strathclyde University Business School (Glasgow, Scotland) –   Abu Dhabi International Center for part time students..


Designed, implemented, and supported verious Data, Voice and Video solutions to serve Education, Call Center , and Banking business environments. Goal oriented with good communication and interpersonal skills, willing to learn, keen into details, problem solving skills, able to lead teams and projects with diverse culture and provide knowledge transfer and training to IT new joiners and business audiences

Moreover, technical experience in Avaya IP Telephony along with other voice and video solutions such as (Nortel CM, Cisco CM, Altitude Dialer and IVR, Recording solutions [Witness ContactStore, ASC, and Avaya ACR], Billing systems [Ring Master, and Optimiser], and Voice & Video Conferencing solutions [Avaya Aura Conf, and Polycom VC-EndPoints & CMA & RMX]. Technical knowledge about IPC UNIGY telephony solution for trading floor , Polycom CloudAXIS, Avaya Scopia, and BT-WEBEX conferencing solutions.

 Below are my professional certificates & training classes:

Cisco Certified Network Associate CCNA [640-801 CSCO11270535].

Converged Technology Professional “CTP 2007”:   (Exam: TT0- 201).

Avaya Certified Associate “ACA”: ACAI-500 - Implement: Call Center.

Avaya Certified Associate “ACA”: ACAI-100 - Implement: IP Telephony.

Avaya Certified Specialist “ACS”: ACSI-901 - Implement: IP Telephony.

Avaya Certified Associate “ACA”: ACAD-100 - Design: IP Telephony.

Avaya Certified Specialist “ACS”: ACSD-900 - Design: IP Telephony.

Avaya Certified Expert “ACE”: ACET-200 - IP Telephony.

Avaya Certified Specialist: ACSI-805 Modular Messaging with Avaya Message Store.

Avaya Certified Specialist: ACSI-711 Call Center.

Avaya Certified Implementation Specialist ACIS: Avaya Aura Communication Manager and CM Messaging R6

Avaya Certified Implementation Specialist ACIS: Avaya Call Center Elite

Avaya Certified Support Specialist ACSS: Avaya Aura Contact Recording and Quality Monitoring R12

ITIL V3 Foundation.

Project Management (Fundamentals)

Excellent command of written and spoken English (IELTS score 6.5)

Thank you for your time and consideration.

Work experience

Aug 2010Present

Senior Network Engineer

National Bank of Abu Dhabi

- Managed the team’s training, performance, and Requests/Incidents tickets assignment according to capacity,Problem Management based on ITIL standards.

- Maintained good KPIs for NBAD's voice & video networks and systems..

- Charged to monitor the team’s daily processes and documentation including Standards, Policy, and Procedures documentations.

- Managed several projects with the Project Management team and vendors’ including meetings, orders, SLAs, and evaluation.

- Administed all Avaya hardware/software installations, updates, and upgrades tasks for different releases for cost saving purposes.

- Upgraded and supported Avaya telephony network components for two separate Avaya Systems to CM6, and designed & supported standalone Avaya systems for NBAD's domestic and International branches.


Worked with Avaya Dubai implementation team in the following projects/tasks (for Cost saving and knowledge transfer):

  • Avaya IPT solution upgrade to Communication Manager 6.2 including System Manager, Session Manager, Utility,  and Presence services.
  •   for NBAD's Contact Center unit Avaya CMS R16 with Redundant server at Disaster Recovery site.
  • Contact Center unit WFO solution implementation project.
  • Contact Center unit CTI / IVR solution upgrade for both Avaya and Altitude solutions.
  • Global Market trading floor telephony system replacement to IPC Unigy solution.
  • Voice mailbox system upgrade.
  • Video conferencing solution implementation – Polycom RMX/CMA project.
  • Audio conferencing solution migration.
  • Assigned to work NBAD London Hub project –Avaya IPT and IPC Unigy migration to managed service and delivered all the pertaining tasks meeting the deadline.
  • Designed and Supported International branches  such as (France, London, Mumbai, Malaysia, and Shanghai).

Technology associated:

Avaya Aura CM6 including Utility, SM, SMGR, and presence servers.

- Recording Solutions ASC, Witness Contact Store, Avaya contact recorder ACR.

- Avaya Work Force Optimization system including ACR, WFM, and QM.

- Voice conferencing using Avaya Expanded Meet-Me Conferencing, Avaya Meeting Exchange, and Avaya Conferencing solution.

-  Video conferencing solutions such as Polycom SVX/HDX standalone devices as well as Polycom RMX and CMA solutions including the integration with Avaya video call facility.

- Avaya Flare on IPads, and Avaya Desktop Video Device ADVD.

- IPC Unigy for trading floors.

- Billing systems (RingMaster and Optimiser).

- Avaya CMS R16 including system/database backup.

-  BCMR.

- Custom reports using CMS database items/calculations, and custom calculations.

- Voice mailboxes using Avaya Modular Messaging R4 and Avaya Aura Messaging R6.2.

- MS office, Visio, and Projects.

- FTP, SFTP, TFTP, SCP, and DHCP servers.

- Networks and Systems monitoring tools.

- Linux Red Hat Enterprise.

Mar 2007Jul 2010

IT Supervisor - Maadi Call Center Park location

Raya Contact Centers - Egypt
  • Managed the teams’ daily activities, technical training and performance appraisal.
  • Managed the team’s 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.
  • Charged as consultant for Avaya Support teams in two sites.
  • Maintained and enhanced all the system related KPIs measures in each year of service for the COPC call center certificate.
  • Managed the clients meetings to translate their objectives/requirements to IT requirements and I was responsible to deliver the clients’ IT services required.
  • Managed meetings and RFP & POs with vendors.


- Led team Implemented Data and Voice Infrastructure for Raya contact centers branch at Maadi Smart village and 6th october city and delivered the sites before the deadline.

Technology associated:

- Cisco IP Contact Center/ Intelligent Contact Management IPCC/ICM R6.

- Avaya Media Servers (Definity G3SI, S8720, S8800) and Media Gateways.(G650, G250, G700).

Avaya Call Center Elite for Communication Manager R4, 5, 6.

- Cisco 1941 gatekeeper with ISO R12.

- Cisco 3500/2900/500 POE series +switches.

_ Witness Contact Store R7.3.

- Avaya ACR R10.

- Avaya CMS R15.

- Avaya Audix voice mailbox solution.

- Altitude USupervisor and Uagent UCI7 for CTI / IVR / Dialer Services.

- Avaya AES 4.2, 5.2.1.

- 24 slot SIM card gateways.

- VOIP gateways supporting both H.323 and SIP trunking and analog connections. 

- Antivirus, and E-Faxing solutions server/client solutions.

- Microsoft windows Servers including MS CRM, AD, Exchange, ISA, and IIS.

- “WhatsUp” monitoring solution.

-  Citrix.

Oct 2004Jul 2005

Technical Support Engineer 

OstazOnline Company (UNICOMP)
  • Managed the installation team of the customer ADSL service with the internet service provider ISP. to be able to connect to our servers.
  • Provided technical training and support service to new joiners and customers..
  • Managed the Installation and support of the communication software for the customers and company's Lab.


Joined coverage campaign team to deliver the service to 5 governance in Egypt outside the capital.

Technology associated:

- MS Windows XP and 2000 Servers as well as Linux Fedora and Ubuntu.

- MS Office and OpenOffice packages.

-  OstazOnline application.

- Desktop, Laptop, Severs, and Network maintenance. 


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


  • 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) (

  • 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


References furnished upon request.