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Ahmed El Demallawy

Solution Consultant - Network & Application Performance Management

Work experience

Oct 2013Present

Solution Consultant - Network & Application Performance Management

Orange Business Services
• Give expert level support to lead consultants working on Business Acceleration and Enterprise Application Management (EAM) technology and to deliver those services worldwide. • Delivering expert level support to customers and to other internal teams as well. • Help to sell and stabiles EAM products to customer base. • Work with worldwide CSI consultants to fully satisfy all customer contracted obligation for EAM products. • Help and deliver presales tasks when needed. • Produce low level design when needed • Spread the technical knowledge and “know-how” to others within the organization and / or within customer community. • Deliver support for EAM pre- and post-sales activities including SRF validations, design support , demo, prototypes. • Deliver installation and configuration support to the lead consultants in EAM deployments. • Deliver customer change management services for EAM customers. • Deliver application performance reporting in alignment with the lead consultants. • Deliver operational and expertise support to the lead consultants and CS&O support functions, provide a level 4 support for fault issues. • Build and maintain high technical expertise in EAM technologies including Riverbed, OPNET, Juniper, Bluecoat ( Packet Shaper ), Ipanema, Cisco WAAS. • Build the required capabilities to offer these services to EAM customers on a global basis including time-zone and language availability • Build agility and speed in acquisition of new EAM technologies to support EAM business growth. This includes supporting pilots, proof of concepts, demos etc.
Jun 2011Present

Customer Technical Support Expert

Orange Business Services
•Work on Chronic and Problem incidents. •Mentor junior team member and new comers. •Suggest training courses for team members. •Develop computerized tools to minimize the team’s human errors and speed up the troubleshooting process. •Provide a professional first point of contact for the Customer. •Accurately log all incidents / Inquiries in a timely and effective manner. •Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network / products utility program. •Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process. •Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives. •Coordinate with all the necessary Orange departments to achieve fault resolution within SLA definitions. •Document all troubleshooting and case management actions via the ticketing systems. •Ensure on time resolution, by escalating to the appropriate experts and management when necessary.
Jul 2008Jun 2011

Network Engineer and IT Manager

Regent Securities
•Managed all IT processes. •Evaluated Technical offers. •Designed and Implemented the Computer Network System. •Designed and Implemented the Disaster Recovery System. •Implemented the Active Directory Service. •Administered the Oracle Database Servers. •Administered the Active Directory Servers. •Administered the Voice Recording and the PBX Systems. •Designed and Developed the HR Information System. •Manage and Maintain, PCs, routers and switches. •Installed and configured DHCP Client/Server. •Virus Protection and Eradication.
Oct 2003Jul 2008

Application Support and Software Developer

Arab Academy for Science, Technology & Maritime Transport
•Developed several information systems. •Provided technical support for the Academy’s Information System. •The Support covered all colleagues and supporting departments.

Education

20032008

Master's degree

Arab Academy for Science, Technology and Maritime Transport
19982003

Bachelor's degree

Arab Academy for Science, Technology and Maritime Transport

Skills

Software Installation
Antivirus
Pre-sales
Disaster Recovery
Juniper
Servers
Troubleshooting
CCNA
Technical Support
Networking
CCNP
PMP Certified
CCIP Certified
CCNA Certified
CCNP Certified
Oracle 11g
Informix
BGP
OSPF
EIGRP
RIP
DHCP
FTP
VPN
Visual C#
Visual C++ Builder
FrontPage
Microsoft Exchange
ISA Server
Active Directory
Avaya
Microsoft Lync 2010
Packeteers
IPanema
Firewalls
Access Points
Switches
Routers

Certifications

RCSA-W

ICOS

C / C++

Microsoft Certified System Engineer

Cisco Certified Network Associate

Cisco Certified Network Professional

Cisco Certified Internetwork Professional

Configuring Microsoft Lync Server 2010

Project Management Professional