Ahmed Alaa Radwan

Hadayeq October, 6th of October City, Giza Governance, Egypt

0020 123456 0020
A_Radwan1989@yahoo.com
www.linkedin.com/in/AhmedAlaaRadwan1
Career Summary
Experienced Supervisor, Triple Play Back Office Operations Engineer with +7 years of experience in Network Operations Center
environment and FTTH networks in residential compounds and in a multi-vendor environment. Strong attention to detail, excellent
organizational skills, and a commitment to providing superior customer service. Passionate about leading a team to success and
ensuring successful completion of projects.

Academic Qualifications
Bachelor in Electronics & Communication Engineering 2014
High Institute for Engineering & Technology, New Cairo Academy, Cairo, Egypt
Graduation Project: Virtual Private Dial-up Network (VPDN)
Grade of Project: Excellent.

Experience
Supervisor, Back Office Operations - Triple Play Jun. 2022 – Present
Orange Egypt – Giza, Egypt

 Responsibilities
 Provide the second level of premium support for customer’s triple play services complaints (Internet, IPTV, and Voice)
implemented over different media (GPON and P2P) and either solved customer complaint remotely or allocated field resource
if needed in a timely and effective manner to achieve organizational target MTTR.

 Familiar with the below network devices and technologies:

 Cisco WS-C6509-E Core Switch

 Cisco 4451-X Integrated Services Router
 Juniper MX104 & QFX5110 Switch
 Huawei SmartAX MA5800 OLT
 DZS zhone MXK 319 & 819 OLT
 Calix E7 OLT
 Calix 844G-2 ONT
 Cisco ME4620 OLT
 IPTV Headend & Middleware (Synamedia (D9800 & D9902), ANTIK DVB , Cisco DCM & Receiver (D9854, D9900),
Grunding GSS lamina 1916, Anevia (Now ATEME) Flamingo, AXING, Advanced Digital Broadcast (ADB) and
Minerva)
 CONNECT-PS Call Management & Billing System
 Nokia SDM (Subscriber Data Management)
 Siebel CRM system

Senior FTTH Customer Support Engineer Sep. 2018 – May 2022

Palm Hills Developments, eCompound Department – Giza, Egypt

 Responsibilities
 Acting as a head of the customer support unit since Jan. 2022.
 Configuration, and troubleshooting of Cisco edge switches in all Palm Hills compounds.
 Proactively monitor the performance of the virtual machines and ensure that all of them are properly operating and ready for
service or should perform direct maintenance if failure was figured out.

 Leading Tier 1 & Tier 2 FTTH customer support team who are taking the responsibility of:
  Configuring the optical fiber terminals, triple-play devices, small business-managed switches and wireless
solutions at customer sites.
 Troubleshooting any problem could occur from the termination side.
 Provides technical training to new staff and measures their capabilities.

 Ensure incoming incidents are categorized, logged, and resolved in a timely fashion and within the agreed SLA to ensure
meeting/exceeding the targets of the KPIs and aiming at the client satisfaction and avoid receiving any negative feedback.

 Responsible for regularly improving the customer experience through overseeing all the operational processes and practices,
identifying quality and process challenges, then driving and leading the required corrective actions to deliver a qualified
customer-supporting model.

 Responsible for maintaining the eCompound customers database and ensuring data integrity and accuracy.

 Conduct periodical customer satisfaction surveys (CSAT) to assess the standard of services provided and customer satisfaction
to gain the customers loyalty and acts as an advocate of the company, protecting the company's reputation.

 Continuously monitor the performance of the team, set the KPI, and craft tailored development plans for each member.

 Provide leadership, and direction, create a healthy and comfortable work environment, and real-time management to the
team to deliver service excellence.

 Achievements

 Develop an internal portal by Microsoft SharePoint for the department to keep work moving forward by providing quick and
easy access to the resources and knowledge.
 Build a knowledge base to be used by the technical support team for faster problems resolution.
 Facilitate and automate the daily task reporting of the team members by using the Microsoft Planner & Microsoft Power
Automate instead of traditional excel reports for daily completed tasks.

 Projects
Mazeej Hotel & Le Sidi Hotel, North Coast, Egypt July 2019 – Aug. 2019

 Supervised and managed the triply-play services implementation activities and delivered the required services in the
agreed time frame.
 Testing the wi-fi solutions and more models of IP-Phones to implement the best solutions to fit the business needs of
hotels.
 Create support guides and all needed documentation to help the technical support team to be able to provide the highest
support level for hotels.

Badyã City, Giza, Egypt Aug. 2021 – Apr. 2022

 Participate in the analysis of technical and financial proposals for the demo phase of the smart city to ensure that the
final agreed-to price is fair and reasonable and to provide the price comparisons to the stakeholder.
 Conduct the daily stand-up meetings with the vendors to review the completed project items and the challenges.
 Report project status to management on daily basis.
 Responsible for the operation of the implemented smart city solutions of the mock-up phase.
 Familiar with iVMS (Hikvision Intercom), Milestone XProtect, BioStar2 (Integrated Access Control Platform), and
OpenPark (Smart Parking Management).
FTTH Network Support Engineer June 2017 – Aug. 2018
Palm Hills Developments, eCompound Department – Cairo, Egypt

 Responsibilities
 Tier 1 support for Fiber-To-The-Home (FTTH) solutions in residential compounds environments.
 Configuration & troubleshooting of triple-play services on Zhone OLT, ONTs, Elastix PBX, and Minerva Platform.
 Familiar with the FTTH technology protocols (GPON, PPPoE, SIP, IGMP, etc.).
 VIP customers handling over the phone and walk-in.

Tier 1 Network Operations Center Engineer Feb. 2016 – May. 2017

StarCom – Cairo, Egypt
StarCom is the Telecom Operator of CITYSTARS Complex in Cairo and other Citystars projects in Egypt.

 Responsibilities
 Tier 1 support for triple-play services.
 Monitor network threats via Cisco ASDM and traffic performance via MRTG and reactive to security incidents.
 Configuration of triple-play services on Cisco Catalyst 3524, 6500, and IP Telephony on Cisco Unified Call Manager.
 Deployment of Cisco IP Phones and Analog Telephone Adaptors (ATA).
 Physical and logical recovery in case of hardware failure for Cisco Catalyst 3524, 6500, Cisco 7600s Supervisor Engine 720.

 Achievements
 Initiated a Step-by-Step troubleshooting guide for training purposes and help my colleagues in troubleshooting.
 Initiated new forms for internal email, ticketing system, and professional business reports for outages.

Technical Courses
 Information Technology Infrastructure Library (ITIL V4 Foundation) (Certified)
 Cisco Certified Network Associate (CCNA) (Certified with degree 930 / 1000)
 Certified KNX Basic (Certified with degree 94/100)
 Cisco Certified Network Professional (CCNP R&S)
 Microsoft Certified Solutions Associate (MCSA 2012)
 Information Technology Infrastructure Library (ITIL V3 Foundation)
 Certified Associate in Project Management (CAPM)® from US Embassy Cairo
 Introduction to IoE (Cisco Academy (Online) )
 Smart Cities: Solving Urban Problems Using Technology
 IoT Foundations: Standards and Ecosystems
 Home Automation (CYTECH wired system & Wulian wireless system)
 FIBARO® Installer Activation Program (Wireless Home Automation)
 3CX Basic Certified Engineer v15 - Elastix PBX, (Online )
 Fundamentals of Digital Marketing, Google
 Digital Transformation, BCG and University of Virginia (Online)

Languages
 Arabic (Mother Tongue)
 English (Good)

Personal Information
Date of birth: 25 / 12/ 1989.
Place of birth: Riyadh, Saudi Arabia.
Military Status: Exempted.