![Ahmed Elsayed Abdelmaksoud Elbendary
1st
district , 3rd
area , building 105 , Flat 202 - Elsheikh Zayed City- Egypt
Tel: 02 38505747 -0100 7895108-ahmad_elbendary@yahoo.com
o Security Protocols: IPSEC/Zone based firewalls.
o WAN Protocols: Frame Relay (FR) , ATM, Metro Ethernet and DSL
o LAN Protocols: VTP , VLANS , STP
o QoS (Quality of Service) implementation and troubleshooting
o Cisco Wireless solutions
• Having direct interlock channel with CISCO.
• Responsible for the verification and/or recommendation of the correct and appropriate
hardware/software customer configuration of equipment toward resolution of customer faults.
• Contacting vendors and following up until problem resolution.
• Use all forms of training provided by Equant to keep up-to-date with existing and new services and
technologies
• Respond to Customer’s Technical enquiries.
• Provide Coaching and support for team members
• Handling First Level of escalations for all subcases received
• Act as team supervisor in case of supervisor not available.
Orange Business Services, Network Problem Expert (NPE) , CTS3 team ( Dec 10 till Jul 12 )
• Act as the high level of technical escalation for the Service desk & Incident management dept, lead &
provide technical guidance and support for these entities toward problem resolution.
• Perform Problem management activities when received till determining root cause of problems.
• Interact with Vendors (Cisco, Nortel, etc.) As well as engineering teams in problem management
activities.
• Support Installation teams when technical assistance is needed.
• Responsible for the verification and/or recommendation of the correct and appropriate
hardware/software customer configuration of equipment toward resolution of customer faults.
• Resolve customer configuration problems, identify product malfunctions, and simulate communication
problems in lab environment for problem resolution
• Technical guidance, on the job coaching and support to the service desk & incident management dept.
through training sessions if required.
• Crisis management team leader for Cairo MSC network problems
• Designing & providing technical input to the Company’s technical & procedures knowledge base
following the “ITIL” standards.
Orange Business Services, ESD Expert incident management (April 09 to Nov 10 )
• Handling 3rd level troubleshooting for all customer services related issues.
• Contacting IP Problem Experts [IPE] and Network Problem Experts [NPE], for all technical
escalations and interfacing with vendors.
• Minimizing costly actions like Engineer Dispatch and Hardware replacement by efficient support to
SD/IM referrals.
• Responsible for the verification and/or recommendation of the correct and appropriate
hardware/software customer configuration of equipment toward resolution of customer faults.
• Provide Technical training to Service Desk/Incident management staff.](https://image.slidesharecdn.com/5760caa4-7a74-4a72-bace-317b2718a63a-151129134552-lva1-app6891/85/Ahmed_Elbendary_CV-2-320.jpg)
Ahmed_Elbendary_CV
- 1. Ahmed Elsayed Abdelmaksoud Elbendary 1st district , 3rd area , building 105 , Flat 202 - Elsheikh Zayed City- Egypt Tel: 02 38505747 -0100 7895108-ahmad_elbendary@yahoo.com OBJECTIVE Seeking an opportunity in a multinational or local promising company whereby my academic and interpersonal skills can be applied and developed. EDUCATION Bachelor of Engineering, Shoubra Faculty of engineering Zagazig University, (2003) • Major: Communication, general grade (good) Nasser School, (1998) • General secondary school certificate 90.50% Certifications achieved • Passed the CCIE Routing & Switching written exam • JNCIA Certified • CCIP Certified • CCNA Certified • CCNA Security Certified • CCNA Wireless • MCP (Microsoft Certified Professional) • MCSA (Microsoft Certified System Administrator) WORK EXPERIENCE Orange Business Services, VPN LifeCycle Manager – VPN Owner ( Oct 15 till date ) • Validate the provided detailed technical design of complex VPNs in terms of feasibility, ensuring on- time and error-free implementation to maximize the quality of the delivered services and customer satisfaction... • Responsible to carry out new implementation, changes and migrations for customized customers to achieve on time and right first time delivery of solution and customer satisfaction. • Analyze and implement complex solutions, Forecasting any complexity and challenges that may be involved. • Provide support to Pre-Sales team and Project Managers on VPN change management requests. • Provide 4th level technical support for incident management and problem management entities • Network devices: Cisco Routers , Switches , Wireless LAN Controllers ,Access points. Orange Business Services, IP Problem Expert (IPE) , IOC team ( Jul 12 till Sep 15 ) • Act as the high level of technical escalation for the Service desk & incident management dept, lead & provide technical guidance and support for these entities toward problem resolution.. • Resolve complex customer issues; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs • Responsible for any related issues us the following protocols: o MPLS/BGP o Network devices: Cisco Routers / Switches , Juniper , MRV o Remote Access: PPP Dial (ISDN/PSTN). o Routing Protocols: OSPF, IGRP, EIGRP, BGP4, MPBGP or RIP.
- 2. Ahmed Elsayed Abdelmaksoud Elbendary 1st district , 3rd area , building 105 , Flat 202 - Elsheikh Zayed City- Egypt Tel: 02 38505747 -0100 7895108-ahmad_elbendary@yahoo.com o Security Protocols: IPSEC/Zone based firewalls. o WAN Protocols: Frame Relay (FR) , ATM, Metro Ethernet and DSL o LAN Protocols: VTP , VLANS , STP o QoS (Quality of Service) implementation and troubleshooting o Cisco Wireless solutions • Having direct interlock channel with CISCO. • Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults. • Contacting vendors and following up until problem resolution. • Use all forms of training provided by Equant to keep up-to-date with existing and new services and technologies • Respond to Customer’s Technical enquiries. • Provide Coaching and support for team members • Handling First Level of escalations for all subcases received • Act as team supervisor in case of supervisor not available. Orange Business Services, Network Problem Expert (NPE) , CTS3 team ( Dec 10 till Jul 12 ) • Act as the high level of technical escalation for the Service desk & Incident management dept, lead & provide technical guidance and support for these entities toward problem resolution. • Perform Problem management activities when received till determining root cause of problems. • Interact with Vendors (Cisco, Nortel, etc.) As well as engineering teams in problem management activities. • Support Installation teams when technical assistance is needed. • Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults. • Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution • Technical guidance, on the job coaching and support to the service desk & incident management dept. through training sessions if required. • Crisis management team leader for Cairo MSC network problems • Designing & providing technical input to the Company’s technical & procedures knowledge base following the “ITIL” standards. Orange Business Services, ESD Expert incident management (April 09 to Nov 10 ) • Handling 3rd level troubleshooting for all customer services related issues. • Contacting IP Problem Experts [IPE] and Network Problem Experts [NPE], for all technical escalations and interfacing with vendors. • Minimizing costly actions like Engineer Dispatch and Hardware replacement by efficient support to SD/IM referrals. • Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults. • Provide Technical training to Service Desk/Incident management staff.
- 3. Ahmed Elsayed Abdelmaksoud Elbendary 1st district , 3rd area , building 105 , Flat 202 - Elsheikh Zayed City- Egypt Tel: 02 38505747 -0100 7895108-ahmad_elbendary@yahoo.com Orange Business Services, As a Customer Technical Support Specialist in CSP team (Oct 06 to April 09) Responsibilities, • Provide a professional first and second technical support for CSP customers • Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs. • Dealing with different types of network services as: (Frame relay, IP VPN, ATM, and DSL) • Dealing with both Cisco (Switches, and Routers) and Nortel (DPN, and Passports) products and troubleshooting them. • Provide updates as needed to the customer in order to meet performance objectives. • Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process • Perform technical escalations in line with company procedure. • Monitor systems, customer networks and products, and deal with alerts and events as appropriate. • Liase and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate Network Administrator, Eli Lilly (July 05 to Sep 06) • Responsible for LAN administration. • Responsible for IP telephone system administration which includes Cisco Call manager & Cisco IP telephones. • Responsible for Win 2000 & 2003 servers support. • Responsible for managing & trouble shooting Cisco switches. • Responsible for supporting & maintaining user’s desk tops, lap tops & systems. • Assisting in troubleshooting Avaya Intuity Voice mail. • Responsible for Handling all IT purchases, This function includes contacting vendors, preparing PRs & insuring tying to purchasing terms & conditions. • Responsible for all reports concerning site IT submitted to Indy headquarters. Network Administrator, Arab Consulting Group ACGIT (January 05 till June 05( • Responsible for LAN administration. • Responsible for LAN construction for clients. • Responsible for Win 2000 & 2003 servers support. SKILLS Languages skills: • Arabic: Native language. • English: Fluent.
- 4. Ahmed Elsayed Abdelmaksoud Elbendary 1st district , 3rd area , building 105 , Flat 202 - Elsheikh Zayed City- Egypt Tel: 02 38505747 -0100 7895108-ahmad_elbendary@yahoo.com Other Skills: Good communication skills. Easily involved in a team & timely managed. Service oriented, customer focussed, and have the ability to resolve complex problems through a calculated and methodical approach Good time management, organisational and communication skills Ability to work under pressure. Ability to deal with multiple tasks TRAINING the Course of CCNP : Building Converged Cisco Multilayer Switched Networks BCMSN ( switching( the course of CCNP: Building Scalable Cisco Internetworks BSCI (Routing:( CCNA Asynchronous Transfer Mode (ATM) Workshop IP Global Network (IGN): Workshop IP VPN Architecture Workshop Internet VPN Workshop Class of Service (CoS): Configuration and Troubleshooting Workshop MCSE 2000 • Windows 2000:Installing , Configuring , and Administering Microsoft • Windows 2000 Professional & Server • Windows 2000 Network Infrastructure • Windows 2000 Active Directory & Site design • TCP/IP • Designing Windows 2000 Secure Network Security • ISA 2000 NETWORK+ Course PERSONAL DATA Date of birth: 21/11/1981. Nationality: Egyptian. Military status: exempted Marital status: Married. HOBBIES& ACTIVITIES Playing football, reading & traveling.
- 5. Ahmed Elsayed Abdelmaksoud Elbendary 1st district , 3rd area , building 105 , Flat 202 - Elsheikh Zayed City- Egypt Tel: 02 38505747 -0100 7895108-ahmad_elbendary@yahoo.com
- 6. Ahmed Elsayed Abdelmaksoud Elbendary 1st district , 3rd area , building 105 , Flat 202 - Elsheikh Zayed City- Egypt Tel: 02 38505747 -0100 7895108-ahmad_elbendary@yahoo.com