Sherif Sadek

• Handling high business impact incidents. • Shift leader and taking the responsibilities of the Team Leader, acting as first level of escalation. • Troubleshoot and handle all complex incidents within the time frame agreed with the business. • Act as SPOC specific to important & critical customer. • Working closely with field engineers, vendors and service providers to adequately test and resolve hardware/software issues.

• Troubleshooting DSL, Frame Relay, ATM & Metro-Ethernet network issues and solving incident problems for Enterprise Network Management customers worldwide. • Following a specific process for escalations and team referrals to solve cases within a time limit according to the customer service level of agreement. • Provide technical point of contact for customers’ incidents.

• First Line Helpdesk • Core Network Monitoring and Support. • Manage user’s accounts on Active Directory and Exchange server. • Configure IP Phones and voice VLANs on Access Switches.