Sherif Soudi
Dubai,UAE
Summary
Technically-astute incident manager IT professional with more than 19 years of strong technical background in managing NOC operations, administering networks/systems, performing troubleshooting, managing technical support team and providing solutions to all complex technical problems. Practical and ingenuous problem solver with an excellent blend of technical and customer service skills. Expert in troubleshooting software/hardware issues in timely manner, with ability to communicate technical and complex information in simple, clear terms to a wide range of end-users. Demonstrated talent for providing strong leadership, team building, directing and supervising team members. Presently seeking a challenging technical role with a reputed organization to utilize acquired skills and competencies for the benefit of the organization.
Overview
18
18
years of professional experience
2007
2007
years of post-secondary education
1
1
Certification
Work history
Network Operations Incidents Manager
Etisalat
Dubai, UAE
12.2014 - Current
- Responsible for setting up functions and demonstrating the MSS unit to teams
- Setup and initiate SOP, pro-active, email support, follow up, and back office teams in MSS unit
- Setup processes and objectives for the teams, provide leading, organizing, and controlling the processes and objectives
- Work as process owner for new created and modified processes
- Work as process manager to observe and maintain the processes
- Involved as stakeholder to renew ISO22301-BCMS and lead the team to meet the standard requirements
- Responsible for setting the competences and objectives for the team and measuring the team performance
- Accountable for meeting customer's SLA, arranging and managing customer meetings, conducting customer trainings, and ensuring customer satisfaction
- Responsible for configuring routing protocols, troubleshooting network issues, and providing network support to customers
- Responsible for managing network support engineers, ensuring streamlined workflow, resolving technical or HR issues, and providing 24/7 support.
- Delegated tasks efficiently to maximise productivity.
- Optimised resource allocation for increased profits.
- Led and managed administrative staff to maintain smooth daily operations.
- Led performance reviews, identified areas for improvement.
- Managed team dynamics by implementing conflict resolution strategies.
- Facilitated staff training, resulting in better customer service.
- Secured new business opportunities with successful networking events.
- Coordinated cross-departmental collaboration for improved workflow.
- Carried out day-to-day duties accurately and efficiently.
- Improved efficiency and productivity by acquiring new skills.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
On-Site Service Restoration section head
Telecom Egypt
Cairo
01.2012 - 12.2014
- Responsible for fixing physical layer problems, enterprise access layer problems, and routing & switching problems
- Dispatched technicians to customer premises and exchanges to solve technical problems
- Provided physical support and reactivation support to integrated solutions
- Provided end-to-end support for WI-MAX and wireless solutions
- Installed new solutions and managed change and configuration management
- Conducted LAB testing and configuration
- Provided access management and created front line and back line teams
- Managed team members, measured output, and provided technical management
- Provided 24/7 support and troubleshooting for network-related issues
- Designed, installed, configured, operated, and troubleshooted routed and switched networks
- Monitored large computer networks and servers, performed system maintenance, and dispatched vendor engineers and field technicians
- Provided network operations support, maintained communication with customers, and monitored network traffic.
Technical Customer Success Manager/ Manage the Delivery and Operation
Telecom Egypt
Cairo
01.2011 - 12.2012
- Dedicated technical project manager for top TE enterprise customers
- Supported clients in translating their requirements into technology solutions
- Ensured on-time delivery and operation excellence for clients' connectivity requirements
- Monitored and tracked contracted services to meet service model and SLA
- Prepared and presented service review reports
- Supported sales and account managers, collected customer feedback, and identified opportunities for customer success and satisfaction
- Developed customer-facing resources and managed service relationship between clients and TE
- Detected trends and opportunities for value and optimization
- Acted as focal point of contact for operational issues and maintained healthy operation for customer environment
- Built and maintained strong customer relationships, managed customer accounts, and communicated customer needs internally
- Developed customer IT plans and budgets, identified improvement initiatives, and drove service delivery management partnership
- Practiced agile models and identified risks for successful service delivery.
Supervisor of 2nd level and Problem management
Telecom Egypt
Cairo
01.2009 - 12.2011
- Provided 2nd level support and problem management to service desk team members
- Updated and enhanced enterprise solutions
- Provided end-to-end support to GDS international customer circuits
- Worked on fiber carriers and solved GDS technical faults
- Worked with third-party carriers
- Provided supervision to 2nd level and problem management team members
- Changed processes, put competences and objectives to team members, and provided technical management
- Provided support to eye-watch and ARUBA projects
- Managed change and configuration management.
Senior service desk Engineer
Telecom Egypt
Cairo
01.2008 - 12.2009
- Provided senior level network support to service desk team members
- Worked on the monitoring solution project
- Setup new functions and processes for pro-active services
- Supported web cam and ARUBA projects
- Trained new staff and upgraded team's technicality level
- Arranged and evaluated staff performance
- Achieved team objectives.
Enterprise network support engineer
Telecom Egypt
Cairo
01.2007 - 12.2008
- Fixed enterprise customers' technical problems, including routing problems, installation and configuration of devices, maintenance of local loops, and fixing fiber solution problems
- Provided end-to-end network support and troubleshooting
- Installed and supported various solutions
- Fixed technical faults and worked with third-party carriers
- Provided supervision to team members, managed processes, and provided technical support.
Education
Bachelor Degree of communications and network engineering -
Al-Azhar university in Cairo
Bachelor Degree - undefined
Al-Azhar university in Cairo
Skills
- Networking / NOC Operations
- SDWAN operation
- Helpdesk / Technical Support
- Network/System Administration
- IT/Network Security
- Project management
- Installation & Configuration
- Routing & Switching
- Customer Service
- SDWAN implementation
- Troubleshooting
- Service delivery management
Certification
- PMP Certified, #3911722
- CCNA Certified
- CCIP Certified
- CCNP Certified
- CCIE 350-001 Certified Written
- Juniper JNCIA Certified
- Juniper JNCIS Certified
- CCDA Certified
- ITIL Certified
- CCNA Security Course
- Prince 2 Certified
- Cisco SDWAN 300-415 Certified
- FortiGate security Course
- Forti manager SDWAN Course
Personal Information
- Citizenship: Egyptian
- Date of birth: 06/16/1982
- Marital status: Married
Languages
Arabic (Native), English (Fluent)
Timeline
Network Operations Incidents Manager
Etisalat
12.2014 - Current
On-Site Service Restoration section head
Telecom Egypt
01.2012 - 12.2014
Technical Customer Success Manager/ Manage the Delivery and Operation
Telecom Egypt
01.2011 - 12.2012
Supervisor of 2nd level and Problem management
Telecom Egypt
01.2009 - 12.2011
Senior service desk Engineer
Telecom Egypt
01.2008 - 12.2009
Enterprise network support engineer
Telecom Egypt
01.2007 - 12.2008
Bachelor Degree - undefined
Al-Azhar university in Cairo
Bachelor Degree of communications and network engineering -
Al-Azhar university in Cairo
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