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Title Customer Service Manager
Target Location US-VA-Ashburn
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EMAIL AVAILABLE PHONE NUMBER AVAILABLEPage 1 of 6Career Highlights Over 30 years of excellence in ICT/ IT, telecommunications, electronics and most fields of electrical engineering. Extensive background in managing, designing, deploying and supporting large scale- telecommunications, ICT/ IT, data centers, and networking. I am both highly technical as well as entrepreneurial. And I am confident that I can act as a catalyst to drive both projects and revenue.Summary of Qualifications Effective managerial, organizational and engineering experience in carrying out major projects in ICT/ IT, data centers, telecommunications (broadcasting, wireless communications, networking, VoIP and public switches), and electronics. Led an over 50-year family engineering and consulting company and carried out infrastructure government projects overseas. Effective managerial and organizational experience for major companies such as Storno, KOVO, JVC, Matsushita Electric, Xerox and Samsung Electronics. Effective background in information technology, systems and internetworking engineering; virtualization, Cloud technology, SAN, NAS, wired and wireless network(Wi-Fi, Wi-Max), multimedia, IP surveillance, conferencing, VoIP (SIP, MPLS), intercom, entertainment, broadband, VOD). Strong technical experience in electronics design and troubleshooting to component level of video and audio equipment (cameras, VCRs, TVs, sound systems), telecommunications equipment (transceivers, VHF and UHF center controlled mobile radio equipment/networks, TV and radio broadcasting stations), office equipment, peripherals, and microcomputers (module level). Alternative energy certified contractor. Intrinsic strengths include: Goal setting, planning and feasibility studies, project management, MBO reporting, setting evaluation standards, appraising, analyzing and problem solving, and interpersonal relation abilities. Work ExperiencePresident /CEO 05/1988 - PresentACTI, Inc. Led an engineering and consulting firm and an original equipment manufacturer. Carried out government projects in telecommunications, IT and electronics. Provided marketing and after sales support. Prepared feasibility studies, bids, offers, budgets, government procurement, contract fulfillment and implemented project management flawlessly. Carried out installations, maintenance, technical support and training. Our engineering services covered networking (unified network and data center support), virtualization, Hybrid cloud technology, IP surveillance, VoIP, IP conferencing, IP entertainment, intercom, wireless LAN, Wi-Fi, Wi-Max, site surveys, installations, system design, system integration, web hosting, web developing and OEM (Original Equipment Manufacturing of HPC (high performance computing) servers and desktops computers). Partnered with major manufacturers to carry out major infrastructure turnkey projects. Candidate's Name
Page 2 of 6 Acquired in depth experience with the Interconnecting Network Devices. Designed, deployed and supported enterprise networks, including configuring switches and routers, accessing WAN, and implementing network security. I have very solid understanding of constructing routed and switched networks, EIGRP, OSPF and BGP implementation; access control lists (ACL), address space management, and SAN, LAN extensions into a WAN. Covered all aspects of server technologies and operating systems such as planning, design, prototype testing, implementation, migrating, administration, and support of windows Active Directory Environment and other operating system, has greatly added to our success. Mastered new technologies such as IPv6, Network Access Protection(NAP), Network Policy Sever (NPS), Terminal Services Remote Programs, Windows Deployment Services (WDS), Hyper-V virtualization, and more. Helped organizations to have successfully used technologies to fulfill core business needs and apply best practices and implementations in real-world environments. Participated in preparing the technical specifications of the bid invitation of the WiMAX project for the Nile cruise ships along the Nile River (1000km) between Aswan and Cairo. Led teams to conduct site surveys studying signal strength, interference, propagation patterns, quality or signals, speed and compatibility with existing 2/3G mobile Networks, PSTN, and internet broadband backbone. Surveyed the existing wired and wireless backhaul of wired copper wire, Microwave Links and/or Satellite connections. Backhaul, point-to-point and point-to-multipoint Base Stations, Antennas, Subscriber Units, Management Suite, and more related units were installed and tested. Carried out Projects for alternative energy source. Certified energy source, electronics, communications contractor. President 02/1988 - 2015CEE (Computer & Electronics Engineering)ETE (Electrical & Telecommunications Engineering) Head of leading engineering and manufacturer representative companies with roots extended over 50 years of international experience with government sales and projects. Our field of operation was telecommunications, IT and electronics. Provided consultations and successfully carried out great infrastructure projects. As a reputable consulting and engineering firm we helped government agencies all the way starting from realizing their needs to achieving them. That required great experience in government procurements/tenders, USAID, contract evaluation/presentation/fulfillments, marketing, engineering, financing, budget allocation, feasibility studies, foreign trade policies and regulations, import-export, foreign aid and international corporation programs, bidding, crisis management, installations, service, technical and after sales support and much more. In many occasions we had to organize between government agencies. Our engineering services covered networking, VoIP, IP surveillance, satellite communications, broadcasting (TV and radio transmitters), public switched telephone network (PSTN, packet switching...), PBX, telephone systems and wireless network equipment (HF, VHF, UHF radios) Installed antenna, masts, and towers. Led teams to installed the first and largest Duplex Synthesized UHF/VHF Radio Communication Networks for Egyptian Electricity Authority and Ministry of Interior; base stations, desktop stations, automobile units, hand held units, towers on lands, 20-meter towers on 10 floor buildings, antennas, wiring, power supplies (batteries, chargers, solar Candidate's Name
Page 3 of 6panels and UPS). These systems interfaced with trunk line PBX and PSTN to dial any local or international phone line in addition to dialing and station or hand-held unit with complete privacy and encrypted calls. Provided complete maintenance, frequency tuning, and component level repair. Carried out projects of building TV and radio broadcasting stations for Egyptian Radio and TV Union (ERTU).Eastern Regional Service Manager 09/1986-02/1988Samsung Electronics of America Manager the following departments:Authorized service centers (Headquarter-3000 authorized s. centers) Factory Service Center (Eastern Region)Consumer Affairs (Headquarter)Field Service Administration (Headquarter)Field Service Engineers (Headquarter)Warranty Department (retail stores, 3000 authorized service centers) (Headquarter) Returns Department (issuing RMA for all authorized Samsung dealers) B-Stock Warehouse (headquarter)Parts Department (headquarter) Introduced and performed MBOs (management by objectives). Developed field service plan assuring full technical support, service center evaluation and effective communications. Prepared and implemented service center policy and procedures. Streamlined customer service operation and improved customer relations. Updated invoicing and computer filing system to maximize efficiency and accuracy. Organized inventory process, periodically compared actual inventory with EDP indication and improved the processes of receiving, inspecting and rejecting goods. Monitored supply needs assuring availability of parts with minimum inventory. Worked closely with warehousing and trafficking, to set standards for parts and exchange control. Established a system for parts number identification. Developed a customer order tracking system. Instituted a fully integrated parts policy. Utilized computer system to the fullest extent to improve record keeping, and speed up tracking of customer orders, and achieved full automation. Evaluated performance, appraisals and prepared budgets and MBO reports. Established measurements of performance such as response time, reliability and quantity with equal consideration to the human factors. Computerized FSC, Consumer Affairs and Parts Department with a networked microcomputer system working under NOVEL advanced network. Organized workflow of carry-in service averaging 300 units per month including quality control, training and service policy.Service Manager 10/1984-09/1986RBR Computer Ranch Corp., New York, NY Carried out management and technical responsibilities; networking, system design/ configuration, OEM for PCs/ servers.Candidate's Name
Page 4 of 6 Organized service center workflow i.e., receiving work to be performed, preparing spare parts inventory for distribution, arranging training programs in Novel network, PC XT and AT, monitors and peripherals. Instituted quality assurance on work performed. Supervised and evaluated performance of warehouse personnel. Established evaluation system for engineers performance and prepared their appraisals.Engineer 01/1983-09/1984Xerox Corporation, Cairo, Egypt Communicated on site with customers relating to technical problems. Maintained and repaired photocopiers manufactured by Xerox Corporation. Position entailed providing customer service and the extensive use of electronic and electro-mechanical instrumentation.National Service Manager 1981-1983National Panasonic-Matsushita Electric, Cairo, Egypt Carried out management and technical responsibilities. Organized service center workflow, i.e., receiving work to be performed, preparing spare parts inventory for distribution, arranging training programs in television and video equipment repair. Prepared service contracts. Performed technical maintenance and repair function including quality assurance on work performed. Established and initiated a system to evaluate engineers performance. Appraised engineers performance and prepared all required reports. Supervised and appraised performance of warehouse personnel. Authorized qualified service centers.Video Engineer 1980-1981JVC International, Cairo, Egypt Responsible for servicing consumer video equipment EducationBSc. Physics, Solid State Electronics 1982American University in Cairo (AUC)Relevant coursework: Electronics I & II (Theories and laboratories), Experimental Techniques in Solid State Research, Semiconductor Physics, Electronic Properties of Mat., Theoretical Mechanics, Linear Systems Analysis, Automatic control, Texas Instruments, Microprocessors, Network Design and Computer Methods, Computer Switching Circuits, Intro. to Computer Programing, Fortran, Thermodynamics & Statistical Mechanics, Electromagnetic Theory & Lab, Projects and experiments in Solar Energy and Radioactive Elements. Extracurricular Activity MS-DOS, Basic, D Base III Plus, Lotus1-2-3, Novel Networks System. Candidate's Name
Page 5 of 6 Attended numerous technical trainings, seminars, and courses: Repairing and troubleshooting to component level (TVs, VCRs, camcorders, and cameras), (HF, VHF, and UHF radio network), transceivers, photocopy machines, printers, power supplies, and most electronic equipment. Installed infrastructure projects such as TV/Radio broadcasting stations, transmitters, stations, and studios. Installed UHF/VHF radio networks, towers, dishes, Antennas, PBXs, PSTN, routers and IT networks. Installed AC power boards/panels. Analyzed, calculated, designed, and installed power lines. Self- studied MSCE, CCNA (ICND 1/2, CCNP, and RCDD. Attended training of Castor for Cisco Systems Basic Training Series (November 4th, 1998): Introduction to Internetworking, Switches and Routers, Cisco Access Solutions, Basic Telephony and Cisco Voice/Data Products. Attended Cisco Wireless Technical Training (2000). Designed, installed/deployed, and configured WAN/VLAN, wireless and IP surveillance networks. Attended numerous Microsoft seminars. Designed, installed, deployed, and maintained Window OS networks (NT, 2000, XP, Vista, 7, 8, MS Server 2003/8/12/16/19). Fully and professionally trained to use all MS Office (Word, Excel, Access, PowerPoint, Outlook, Exchange, SharePoint, Publisher, PhotoDraw), FrontPage, and MS Project 2003/7/10/13. Visual Studio Professional 2013/15, Office Professional Plus 2013 and Visio Professional 2013. Trained to develop and host dynamic web sites, and deploy application and data servers. FrontPage, Expression Studio 2/3/4 (Expression Web2/3/4, Blen2/3, Design2/3/4, Media2/3 Encoder2/3/4, Silverlight2/3/4), Adobe CS5.5, Macromedia Studio 8(Dreamweaver, CSS, Fireworks, Flash Professional, Contribute, (ColdFusion7)), HTML, CSS, ASP.NET3.5/4.5, IIS server, Expression Web Server, Visual Studio 2008/13/15, and SQL servers. NetApp, SAN/vSAN, VMware vSphere 6.7 (ESXi 6.7, vCenter, vMotion, Storage), networking, VoIP (SIP, MPLS). Virtualization, public, private and hybrid cloud. Azure and AWS. Attended numerous classes and seminars in project management, feasibility studies, bidding, contracting, accounting, (MBO) management by objectives, PM, CRM, SOW, crisis management, and more. One semester course completion of CCNA Exploration (Network Fundamentals, Routing Protocols and Concepts, LAN Switching and Wireless, Accessing the WAN) in January, 2013 from Cisco Networking Academy of Montgomery College. Certified Alternative Energy Source, Electronics, Communications Contractor. Can obtain the latest MCSE, CCNA, CCNP, VCAP5-DCA, Wi-Max, PMP, and related certification upon request.Professional Memberships IEEE. IEEE Computer Society. IEEE Power Society. BICSI Telecommunications Associations (Not renewed). International Solar Energy Society (Not renewed). Interest and ActivitiesCandidate's Name
Page 6 of 6 Black Belt Tae Kwon Do (Egyptian National Team) Best player reward at AUC. Boxing (Junior lightweight- under 18) Soccer, tennis, swimming Enjoy sportsPersonal Profile Enjoy reading, electronics, music, car mechanics, wood working.

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