Summary
Highly accomplished network engineering professional with over 8 years of experience in deploying, migrating and supporting large service provider networks.
Leading a team of highly skilled network engineers and specialists providing 2nd and 3rd level support to the global backbone network of one of the top telecommunications services provider in the world.
Expert at leading multiple technical domains and complex multistage projects simultaneously. Proven ability to manage all phases of installation, monitoring and administration.
Highly experienced in troubleshooting / operations & maintenance of large service provider MPLS VPN and Internet backbone networks.
Proficient with configuration and troubleshooting on all major hardware platforms, (Cisco, Nortel, Alcatel, Juniper) protocols and services deployed in both enterprise and service provider networks.
Experienced in international project transition. Successfully transitioned the Internal Network Support project from the Service Operations team in Cairo, Egypt to the Technical Management Center in India.
Excellent knowledge of operational processes like, Incident Management, Change Management and Problem Management.
Exceptional technical-to-business communication skills and customer oriented approach.
Outstanding interpersonal and mentoring skills. Strongly believe in nurturing relationships with clients as well as the team.
Proven ability to work within tight deadlines and crisis situations. A self motivator and team player.
Technical Skills:
Hardware Platforms:
Cisco - Routers (7200, 7500, 7600, 10000, 12000, ASR 1K) – IOS & IOS XR
Cisco - Switches (2960, 3750, 4500, 5500, 6500) – CatOS & IOS
Nortel - Passport family (Multi Service Switch 7400/15000 series), DPN-100 family
Alcatel - Lucent 7750 Service Router
MRV OptiSwitch 900 Series
Sycamore - DNX-11 Cross-Connect Platform
Alvarion - WALKair 1000 (10.5 GHz) Local Multipoint Distribution System (LMDS)
Ceragon - FibeAir 4800 (2.4 GHz) – P2P - Unlicensed Band Radio (UBR)
Maipu - MP801E Modular Multiservice router
Protocols & Services :
IS-IS, M-BGP, OSPF, EIGRP, RIP, IP, ATM, Frame-Relay, Epipe, VPLS, VPRN, SDP, SAP, MPLS VPN, MPLS TE, AToM, LDP, TLDP, DSL L2/L2TP/L3, PPP/IP, X.25 RLA Dial, IPsec, Multicasting and IPv6, SDH/SONET, X.25, PNNI, H-PNNI, IISP, DPRS, PORS
Work Experience
Orange Business Services January 2007 – Present
Team Lead, Network & Services Support – (December 2011 – Present)
Key Responsibilities and Achievements
• Handling resource, escalation, queue, floor, change and knowledge management responsibilities along with conflict resolution.
• Supporting and coaching the team to ensure they strictly follow the defined process guidelines while managing issues.
• Ensuring the workload is balanced among the team members by effective assignment of cases.
• Ensuring clear RFO’s are captured and all cases are updated with meaningful updates and First Time Right criteria is followed.
• Owning and managing all 1st level escalations from external and internal teams and driving the issues to closure.
• Lead member of the Incident Management project. Which is an operational improvement project initiated to improve functional KPI’s.
• Process and knowledge gap analysis of team to improve overall case quality and maintain operational excellence.
• Re-engineered the Integrated Case Alert Tool which is a one-stop web based tool for different incident management queues.
• Ensuring timely Technical Incident Reports are generated and communicated to appropriate teams during any major network problems.
• Creation of daily shift handover and heads-up reports highlighting summary of critical ongoing issues and planned next actions.
Senior Specialist, Network & Services Support – (April 2010 – December 2011)
Key Responsibilities and Achievements
• Provided high level of operational technical support to resolve complex platform, design and services related issues in the MPLS VPN and Internet backbone network of Orange.
• Interfaced with Network Planning, Design / Deployment teams to resolve capacity, design and other complex issues within the network.
• Active member of the Nortel Level – 3 support team. Providing highest level of technical troubleshooting on all Nortel platforms deployed in Orange Business Services Network.
• Creating Service Requests with the vendor for all platform specific problems or bugs and following up with vendor for quick resolutions.
• Leading the Ethernet Global Network domain based on ALU 7750 SR & mentoring domain members.
• Successfully transitioned the Internal Network Support project from the Service Operations team in Cairo to our team in India.
• Leading the Internal Network Support domain, providing 3rd level technical support to the IT & Systems team on all network related issues (involving Cisco Routers, Switches and Firewalls), mentoring domain members, creating status reports and interlocks with various teams.
• Identifying and preparing technical development plans for all team / domain members.
• Initiating and managing the customer communication crisis bridge during destructive changes and major outages.
• Supporting the Head of Network and Services Support to implement new operational procedures and contribute in improvement of existing tools and procedures that help in achieving the team’s Key Performance Indicators (KPI’s) and overall network performance objectives.
Lead Engineer, Network & Services Support – (October 2008 – April 2010)
Key Responsibilities and Achievements
• Led the ATM Global Network domain based on Nortel MSS platform
• Mentored domain members on technical troubleshooting on AGN network, Nortel Hardware and ATM routing protocols.
• Led the Congestion Management domain & resolved complex backbone network issues on both the IP and ATM Global Networks.
• Shared responsibility in preparing the team for the new EGN domain based on the Alcatel 7750 platform. Trained the team for the same.
• Performed high impact and complex changes on the MPLS VPN and Internet backbone network infrastructure by demonstrating highest level of adherence to the Change Management guidelines.
• Prepared technical incident reports and followed-up on implementing the service improvement plans.
Engineer, Network & Services Support – (January 2007 – October 2008)
Key Responsibilities and Achievements
• Provided second level operational technical support for all backbone network and services related issues.
• Maintained world class custo...
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