This document contains a summary of Sherif Mahmoud Mohamed Tolba Ali's background, including his objective of seeking a challenging career opportunity in IT and networks, education including graduating from Modern Academy for Engineering and Technology in 2010, work experience including his current role as Shift Lead Technical Support at Orange business services since 2015, and training and courses completed like CCNA, CCNP-Routing, and CIPT1. It also lists his personal hobbies as hiking and diving.

1. Sherif Mahmoud Mohamed Tolba Ali
9 Zolfokar Street, Helwan, Cairo, Egypt
002 - 01006753824
Sherif.Mahmoud.tolba@gmail.com
Sherif.Tolba@Orange.com
Objective:
 Seeking a challenging career opportunity where I can increase my field of experience in the IT and network field ,
and can add more to my professional and personal experiences.
Education:
 Academic education:
- Modern Academy for Engineering and Technology. (2010) .
 Graduation Project:
- Graduation project: Microwave slotted array antenna. (2010)
Work Experience:
 Orange business services ( July 2014 – Present ) :
- Technical support engineer ( July 2014 – April 2015 ) :
- Provide technical point of contact for customers’ incidents , First and second line of support.
- Perform technical troubleshooting for isolating and solving the issues on Cisco Routers , Switches and
Voice gateways.
- Perform technical troubleshooting for isolate and solve the issues on HP switches.
- Perform technical troubleshooting and solving user related issues on Cisco CUCM ( Cisco Unified Call
manager )
- Owns the resolution responsibility of the reported customer incidents.
- Owns the communication between the customer and Orange’s technical management teams when
needed.
- Diagnose cases and incidents by effectively using the available software applications , tools and other
network programs.
- Document all troubleshooting and incident management actions.
- Perform technical escalations to different Problem Management and support teams according company
procedure , service level agreements and case excellence.
- Perform and own technical management escalations according to the company procedure , service level
agreements and case excellence.
- Obtain and document work data and ensure getting valid Reason for Outage (RFO) when applicable and
to note it in detail to the customer and gain agreement to incident closure by customer representative.
- Shift Lead Technical support ( April 2015 – present ) :
- In addition to the Technical support engineer tasks , owns the responsibility for distributing
cases/incident tickets and responsibilities on the shift between the shift members.
- Attending weekly calls with the customer’s representatives and Orange Customer service managers to
review customer concerns and ticket / incident status with the customer.
- Attending daily DSR calls with Orange account team to review the incidents owned by Orange and
working on setting the right course for ideal resolution.
- Attending monthly shift leads team meetings with the team management to review the team performance
, points of improvement and future plans for the team.
- First level of escalation to the customer, as well following up on the escalation received for proper actions
to be applied for ideal resolution.
- On duty supervisor in night shifts , and Morning shifts when team lead and management absence and
acting as Second level of escalation to the customer.
- Providing support for shift members as a reference to process and technical actions.
- Acting as a problem expert for assigned and non-assigned high priority tickets to work on and support
other team members work on the right track for ideal resolution of the incident.

2. - Providing training sessions , and back seat trainings for new comers and preparing them for work
responsibilities.
- Holding technical and process training sessions for new team members.
- Holding training sessions for team members for Orange’s different services that we provide to the
customer for better understanding leading to better case ownership.
- Attending training sessions for different new services which Orange provide to the customer , and being
responsible of distributing the information to other team members.
 Mobil-link Egypt for network solutions ( June 2013 – June 2014 ) :
- Site engineer IPRAN project on Ericsson’s 6601 3G , 6201 2G ,6102 2G and Transmission cabins:
- Installing Hardware TCU module in RBS 6201 to TN, DUG’s in RBS 6201 and DUW in RBS 6601.
- Performing software upgrades on TCU module.
- Applying the changes required on the TCU script for each new site.
- Installing new IDB’s on the DUG’s using OMT application.
- Upgrading 3G cabinets software version.
- Performing Vlan’s and alarms checks on the transmission node using Minilink craft application.
- Performing checkup actions with Vodafone’s 3G and 2G integration teams for pre and post checks.
- Site engineer 3G expansion project on Ericsson’s 3206 , 3418, 6601 3G cabins:
- Installing hard ware for 3G and E1’s Expansion installation
- Checking with Vodafone’s 3G integration team pre and post expansion.
- Performing site survey tasks for IPRAN Project:
- Taking detailed photos for the transmission, 2G and 3G cabins according to the Vodafone and Ericsson’s
acceptance standards.
- Checking the number of E1’s in both 2G and 3G cabins according to the setup of the site , as a site pre-
check procedure
- Checking presence of the proper cabling before the start of the installation.
- Checking for the presence of the TCU module in the RBS 6201 , which is needed for the installation kick-
off.
- Performing site acceptance tasks IPRAN and 3G Expansion Projects:
- Checking for wrong cabling paths , tie straps sharp edges and performing correction processes if needed.
- Confirm the correct installment of cabling category is applied.
- Taking missing print screens or photos from the post check operations.
Trainings and Courses:
 PMP – ( Orange PMP club )
 CCNA
 CCNP- Routing
 CCNA Voice
 CIPT1
 CTTP ( core technical training ) – Orange training Center
- Introduction to VPNs and MPLS
- Introduction for the different access methods connections ( DSL , FR , ATM , Metro-Ethernet , VSAT)
 IPVPN architecture
- Advanced look on the VPN technology services and MPLS technique.
- Troubleshooting for the different connection types ( DSL , FR , ATM , Metro-Ethernet )
 DSL basics and troubleshooting
 DMVPN basics and basic troubleshooting techniques.
 Metro-Ethernet connections basics and troubleshooting.
 Cloud computing essentials.
 Advanced Mobile Communication Course
 Safety Courses ( First Aid , CPR , Electrical safety , Firefighting , Risk assessment )
Personal hobbies:
- Hiking.
- Diving.