Youssef Amr Madkour is seeking an engineering position in telecommunications. He has over 7 years of experience providing customer support and technical expertise to multinational telecom companies including Orange Business Services and ECCO Outsourcing. He has strong technical skills including networking, security, and programming. He is fluent in English and French with technical certifications including CCNA, Security+, ITIL, and Palo Alto Networks.

1. Youssef Amr Madkour
31 el-Hussein street,
Dokki , Cairo, Egypt
Tel: +20 (122) 322 7773
E-mail: youssef_madkour@yahoo.com
CAREER OBJECTIVE
Obtain an engineering position in a highly respectable multinational telecommunication
company, to enrich my business direction within my telecommunications background,
where I would be challenged to succeed given the opportunity to progress benefiting
from my technical expertise.
KEY QUALIFICATIONS
 Team player
 Capable of handling diversified activities
 Communication and Organizational skills
 Engineering background
 Flexible
 Self-motivated
 working under pressure and meeting demanding deadlines
 Dealing with customers - internal and external
 Strong problem solving, analytical thinking and troubleshooting skills.
Working experience
Orange Business Services (Nov 2010 – Current)
Activity: Orange provides effective, seamless and secure business communications that are
a key enabler of strategic advantage for today’s large multinational corporations.
Responsible for Providing 24/7 customer support through performing extensive troubleshooting
and problem determination, as well as managing the best ways to solve such problems in
effective manner both time and quality wise.
ITD Security Operation: (October 2014 – current)
Job Responsibilities:
Job Title:Security supportengineer-Technical Lead
Key Tasks and Responsibilities:
• Leading of dedicated SOC team to ensure compliance to performance targets
and overall customer satisfaction.
• Working in projects from service creation until service operations.
• Providing L2 Support for Orange customers Managed Firewalls services,
Managed Proxies, Managed switches and Reverse Proxies.
• Providing security assessment and risk reviews over the submitted change
requests.
• Performing complex changes, which involve working in non-standard
architectures and standard architectures.
• Preparing and attending Change Advisory Board (CAB) meetings including
customer approvals, change complexity, roll back procedures and outage
time.
• Proactive Monitoring and Incident Management
• Resolving complex security incidents on complete security portfolio (Managed

2. Firewalls, Managed Proxies, and URL Filtering).
• Provide leadership during security incidents and provide technical advice to
customers during time of crisis.
Attending CAB & ICO management meetings to discuss team performance
and KPIs.
• Coach/mentor & development of the team and other teams (Project, DCSC).
• Prepare documentation and training material, and provide training sessions.
• Act as a consultant for customers and be ready to provide professional
services whether remotely or on customer site on demand basis. Perform
SIPs actions managed by senior engineers and update the action plan of the
SIP
• Perform technical & management escalation as implied by the escalation
process to ensure security tasks are progressing toward resolution and/or
completion.
MHS Team: (Jul 2013 – October 2014)
Job Responsibilities:
Job Title:Customer Technical support expert
Key Tasks and Responsibilities:
 Reactive service incidents for all incidents on IT Services and platforms (SMTP,
Web Hosting, Server Hosting, Security, Exchange, Lotus Notes, etc..)
 Perform service changes by assessing risk and implementing reported change
requests.
 Engaging expert teams when necessary or when needed
 Troubleshoot and solve Security problem {Proxy (BlueCoat, IronPort);Firewall
(Juniper SRX,NSM,Checkpoint)Mobility problem (Juniper SSL,IPSEC,RSA
Token};Exchange problem (2003-2007)
 Escalate technically major security events & incidents to empower it with better
technical skills and more investigation.
 Manage customers (internal and external) calls and provide them with regular as
per each of the service support processes.
 Mentor new comers and security associate and provide them with guidance and
technical advices.
BEW Team: (Nov 2010 – Jul 2013)
Job Responsibilities:
Job Title:Problem Management
Key Tasks and Responsibilities:
 Supporting as third level of support in Business Every Where Team (BEW).
 Handle user problem in English and French languages
 Troubleshooting different types of remote access problems while accessing the
VPN (GPRS [EDGE, 3G]; DSL; WIFI and private internet access)
 supporting remote access using SSL & IPSEC connection
 Leading the team achieve highest customer satisfaction rating
 Supporting global mobile users accessing their VPNs through GPRS, WIFI, ADSL

3. and dialup connections.
 Controlling, operating and supervising the authentication process, the IPSEC
establishment and the synchronization and validation of the RSA secureIDs
 Preparing technical reports as required.
 Diagnose fault-related cases by effectively utilizing software diagnostics and
other network/product utility programs.
 Provide updates as needed to the customer in order to meet performance
objectives.
 Ensure cases are allocated to the most appropriate ‘next step’ as part of the case
flow process
 Perform technical escalations in line with company procedure.
 Monitor systems, customer networks and products, and deal with alerts and
events as appropriate.
 Ability to build relationships with peer and management levels both with clients
and the company management
 A determination to process tasks according to pre-defined processes is essential.
 Assistance in technical implementation
 3G router Air starter and Air Backup Troubleshooting.
Orange (http://www.orange-business.com/fr/entreprise/une/index.jsp)
ECCO Outsourcing (Jan 2010-Nov 2010)
Activity: ECCO Outsourcing is the fastest growing Business Process Outsourcing (BPO), leader
in the Middle East and North Africa (MENA) region. As a global BPO provider with multi-lingual
capabilities, They offer integrated customer care, technical support, front and back-office
processing for both commercial and governmental clients worldwide.
Job Title: Customer technical support
Job Responsibility:
working in ECCO contact center as technical support for Etisalt data MISP supporting the
merged ISP network (Egynet, Nle on line ,Internet Egypt ,Soficom,AFMIC)
 Working as level one support(CTS1) for Etisalat data MISP(ADSL-Web domain-FR-LL-
SDSL)
 Handel customers call and check for their problems
 Solve ADSL problems and customers internal problem related to ADSL service
 Open customer ticket and escalated ticket to CTS2
 Follow up with customers and Close ticket pending with CTS1
ECCO (http://www.call-ecco.com/)

4. TRAINING
• Zscaler Certified Cloud Administrator ZCCA ( September-2016)
• Palo Alto Network ACE Certificate ( September-2016)
• MBA Holder class 2016 ( February-2016)
• Won seven local Awards and was member of Orange ITD up skilling program
• Pass Toefl exam with Score 533 (May 2014)
• Studying MBA at Eslsca business School (February 2014)
• Junos for Security Platforms Junos Security (JNCIS-SEC) ( October -2013)
• Installing and Configuring Windows Server 2012 VA (October -2013)
• Fundamentals of SQL (Querying Microsoft® SQL Server® 2012) (October -2013)
• Hosting and Data center basics ( October -2013)
• Introduction to Computer Network (Network +) (September -2012)
• Red Hat System Administration I (RH124) ( September 2013)
• CCNA Security Certified (Augest-2012)
• Security+ SY0-301 Certified (April-2012)
• Security+ SY0-301 Certified (April-2012)
• ITIL Certified (December-2011)
• Customer Facing (Novenber-2011)
• CCNA Certified (May-2011)
• Experience in computer maintains and programming in military information system
department (2009)
• CCNA by the authority of Cisco academy (May-2009)
• Oracle SQL / PL, by the authority of Inform (July-2007)
• Java Fundamentals Workshop, by authority of IBM (July- 2006)
• Training in ProsyLab as a presales (June-2006)
• Make a power supply as college summer training with three outputs voltage(2005)
• A training course in the organization of educational building for computer
maintain(June-2005)
• French Language diploma of D.E.L.F. (Diplôme Élémentaire de Langue Française) 2nd
dégrée. The French Center of Culture and Cooperation (C.F.C.C.) Embassy of France,
Cairo-Egypt (Feb-2003)
EDUCATIONAL BACKGROUND
Modern Academy , Cairo, Egypt May.2008
 B.Sc. of Computer Engineering & Information Technology
 Graduation Project : “Simulating Human in a Robot”
 Graduation Project Degree : Excellent

5.  MBA holder in December 2015
College de la-salle, Cairo, Egypt Jun. 2003
 Thanaweya Amma (Math 86%)
ADDITIONAL SKILLS
Language
 Arabic Mother Tongue.
 Fluent in spoken and written French.
 Fluent in spoken and written English.
Computer
 Proficient in MS Office
 Programming Languages (basics): Pascal, Visual C++, Visual Basic, C#, Java.
 HTML, PHP, Java Script (basics)
Operating Systems:
 Windows 95, ME,2000, XP ,7
PERSONAL INFORMATION
Date of Birth : May 3rd, 1986
Nationality : Egyptian
Military Status : Done
Marital Status : Married
REFERENCES FURNISHED UPON REQUEST