Hussein El Tawil

Providing initial remote technical software support for AIX to clients •Analyzing problems/situations, understanding problem impact on client business •Applying problem solving techniques •Responding to client queries, providing timely resolutions to client issues •Maintaining highest client satisfaction •Maintaining positive client relationships even in severe and pressurized situations •Performing problem management and end-to-end problem ownership

 Troubleshooting all customer incidents as second level support, incidents include all customer services (VPN, WAN, LAN, Avaya IPT, Security, remote access).  Escalating incidents to the expert teams when needed..  Proactive monitoring for the customer network (through several tools) and acting accordingly to resolve any issue.  Analyzed faults and conducted second level trouble shooting  Tracked fault resolutions with the relevant internal and external fix agencies and service providers

Electrical, Electronic and Communications Engineering Technology/Technician