Ahmad Samir

• Remote support EMEA region customers. • Manage communication with the customers and all other entities(Account managers, field engineers & involved vendors) to expedite tickets resolution. • Act as a mentor for my colleagues in various areas and a learner in weak areas. • Adopt an accelerated learning curve approach. •Support below technologies: Cisco Collaboration products, Cisco contact center enterprise & express, CMS, Cisco Webex calling, ARC Attendant, Audiocodes, Peterconnects, Andtek.

• Handle problem tickets till resolution, including interaction in some cases with Cisco TAC or Tier-4 experts. • Provide root cause analysis. • Analyze closed tickets quarterly and provide statistics and figures in Trend analysis report that assists teams’ managers to draw future service improvement plans. • Enabling Tier-2 newcomers on supported technologies. • Collaboration/Contact center lab management and maintenance.