Omar Abdallah Mady

Cisco Voice Problem Management Expert (VOC-CTS3) at Orange Business Services
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Contact Information
us****@****om
(386) 825-5501
Location
Egypt, EG
Skills

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Credentials

  • MS-720: Microsoft Teams Voice Engineer
    Microsoft
    Dec, 2022
    - Oct, 2024
  • Microsoft Certified: Azure Fundamentals
    Microsoft
    Jan, 2022
    - Oct, 2024
  • ITIL Foundation Level
    AXELIOS
    Nov, 2021
    - Oct, 2024
  • CCIE Collaboration #64117
    Cisco
    Nov, 2019
    - Oct, 2024
  • Cisco Certified Internetwork Expert Collaboration (CCIE Collaboration)
    Cisco Networking Academy
    Nov, 2019
    - Oct, 2024
  • CCNP Collaboration
    Cisco
    Aug, 2018
    - Oct, 2024
  • CCNA Collaboration
    Cisco
    Apr, 2018
    - Oct, 2024
  • CCNA R&S
    Cisco
  • CCNA Voice
    Cisco
  • ITIL 4 Strategist DPI
    AXELIOS
  • Uccx Implementation
    Cisco

Experience

  • Orange Business Services
    • France
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Cisco Voice Problem Management Expert (VOC-CTS3)
      • Apr 2019 - Present

      • Handle problem tickets till resolution, including interaction in some cases with Cisco TAC or Tier-4 experts. • Analyze and troubleshoot large complex Cisco voice networks with mixed media and protocols (SIP,H323,MGCP,SCCP).• Act as a focal point and escalation contact for high priority and high impact voice problems & Design problems.• Assess implementation teams technically in Designing, Configuring & Installing Cisco Collaboration solutions.• Create Root Cause Analyses and Major Problem Reviews and present findings to the Clients.

    • Senior Telephony Incident Management Expert Cisco collaboration
      • Nov 2017 - Mar 2019

      1. To contribute in developing the technical level within the team continuously through setting internal processes , initiatives and improvement plans.2. Technical escalation point for any critical/long pending incidents.3. Mentor new comers & deliver the enabling program sessions.4. Technical audit for junior members tickets.5. Guide new comers in hot issues.6. Validate knowledge transfers.7. Maintain docs and guides.8. Team lab admin.9. Support in complex MACHX validations10. Interlock with CTS3 for team requirements on new product or issues11. Lead major customers from technical perspective & incident part. Ensuring high familiarity with the customer's design, setup & special configuration. Working together with CTS3 POC for this customer. 12. Technical assessment for newly implemented sites before hand over to operation13. Fulfill any reports required by manager14. Actively contribute in the different transversal programs (CTE Synergy, SD convergence, CMD autonomy, etc.)

    • Telephony Incident Management Expert Cisco collaboration
      • Jan 2016 - Nov 2017

      • Troubleshooting all VoIP & IPT related incidents over different Cisco technologies Cisco Unified Communications Manager Cisco Unity Connection Cisco Unified Presence Server Cisco Unified Attendant Console Cisco Unified Contact Center Solutions Cisco IOS Platforms• Documenting all troubleshooting and providing regular updates for all actions executed to solve customer’s incidents via electronic case management system.• Performing and implementing customer simple and complex changes• Performing and implementing new release and upgrades

    • Senior Incident Management Specialist, WorldBank Group DCSC
      • Mar 2015 - Dec 2015

      • Acting as a manager on duty in the absence of my manager• Joining daily calls with customer in the absence of manager• Joining weekly calls with customer’s management in the absence of my manager• Training team newcomers • Managing highly escalated and chronic tickets

    • Incident Management Specialist, WorldBank Group DCSC
      • Nov 2013 - Feb 2015

      • Providing a professional first technical point of contact for the customer.• Diagnosing fault-related cases by effectively utilizing software diagnostics and other network/product utility programs. • Providing updates as needed to the customer in order to meet performance objectives. • Ensuring cases are allocated to the most appropriate ‘next step’ as part of the case flow process. • Performing technical escalations in line with company procedure. • Monitoring systems, customer network security and products, and deal with alerts and events as appropriate• Documenting all troubleshooting and a case management actions via the electronic case management system. • conducting initial diagnostics and undertake basic fault diagnostics to resolve where possible, customer faults

Education

  • The American University in Cairo
    Bachelor's degree, Electrical and Electronics Engineering
    2008 - 2013

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