CISCO Voice incident managment expert level 2

• Mar 2019 - Present

Technical Support Engineer Enterprise Network Management

• Apr 2017 - Present

Supporting Maersk for VOIP and Network issues facing users on his sites .-Troubleshooting the network problems occurring in the customer’s VPNs (Cisco solutions). -Troubleshooting the connection problems occurring in the Orange MTN network (Nortel switches). -Managing the customer’s networks using the FM (fault manager) following the customer’s SLA. -Implementing changes on IPT and VOIP networks -Owning and implementing changes done on customers’ networks as and not limited to applying ACL, routing changes, migration of sites. -Managing and Controlling the workload and providing the higher level of management an overall work performance reports. -Ensuring the service operation (incidence management, event management and request fulfillment) is following the ITIL framework best practice. -Contributed on Lean project. -Assisting the project manager of the event management tools (Orion, service now and Netcool) used by the team for performance reporting.

Voice Network Engineer

• Mar 2019 - Dec 2019

IT service desk specialist

• Dec 2015 - Nov 2016

Senior Advisor

• Apr 2012 - May 2015

Senior account advisor

• May 2012 - Apr 2015

Team Lead Manager

• Apr 2012 - Apr 2015