Tamer Rashed

• Accountable for technical support for a global UCC solution of more than 30,000 installed seats including but not limited to Cisco IPT, UC • Take over full responsibility and ownership for the UCC solution • Ensure that assigned infrastructure at client site is well configured and fully documented, properly installed, • Strive to meet and exceed SLA at all times • Engage and closely collaborate within other international teams spread throughout Europe

• Managing one major Orange customer (Phillipe Morris International) • Plan and direct the delivery of contracted business activities throughout the contract’s lifecycle. • Accountable for establishing and maintaining a satisfactory long-term relationship with customer. • Involved in Incident, Problem, Change, release, and request management. • Accountable for providing to customers regular service review on service levels, support, performance, statistics on service, and responses to incidents.

• Implementation of the IP Telephony infrastructure with Cisco CUCM, Unity Connection, UCCX, CUEAC for key customers • Be fully aware of the customer IPT technical standards. • Writing detailed and summarized project progress reports • Provide expert support to pre-sales and project managers on IPT change Management/Implementation requests on case-by-case basis

• Perform level3 fault troubleshooting, identification and resolution for VoIP , Cisco IPT and Italtel soft switches faults • Troubleshooting and adding configurations if needed on Cisco voice mail Unity Servers • To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to Service Managers as necessary, and provide them with all fault details • Any other tasks or projects as assigned by the Voice Service Managers

• Perform fault troubleshooting, identification and resolution for VoIP , CISCO IPT faults • Perform fault troubleshooting, identification and resolution Italtel Soft Switches , Switched access and contact centers faults • Hands on experience with different types of signaling protocols (H323, MGCP, SIP, RTP) • Major customers supported: World Bank Global , Philip Morris, World Bank, Heineken, 3M lines and others

Installing, configuring and troubleshooting of the following: • Security elements like Cisco firewall and Microsoft internet security and acceleration server • Email servers like MS Exchange 5.5 and 2000 • Lucent pipelines, DSLpipe and LAN modems • Proxies like MS proxy,win proxy ,wingate and winroute