MICHAEL NASR
Senior Satellite Engineer
Cairo
Summary
A diverse experience exceeding 16 years in a professional multinational environment, reaching a Senior Satellite Engineering position , level 3 support , technical trainer with advanced competencies in the installation, operation and management of integrated VSAT solutions.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Senior Satellite Engineering and Level 3 Support Engineer
Orange Business Services
08.2015 - Current
- Working closely in the Engineering team and Orange teleport on enhancing various satellite communication solutions
- Tier 3 support: Providing an expert level of operational support for complex satellite solutions escalated by Tier 2
- Coaching and supporting Tier 2 regularly
- Supporting Customer Service Managers with complex Service Improvement Plans aiming at restoring or sustaining customer confidence in the service provided
- Owning the resolution of customer escalations for all satellite solutions, Terrestrial and Maritime , using DVBS-2, DVBS2X over iDirect Evolution ,Velocity , Infinity and SCPC over Comtech platforms ,and maritime satellite tracking systems with out of band remote access including (Cobham’s seatel, sailor and Intellian) antennas and other manufacturers depending on the proposed satellite solution to the customers
- Implementing backbone report of all satellite networks, analyze congested networks
- Handling customer escalations and managing service improvement plans
- Minimizing costly actions like Field Engineer Dispatches and Hardware replacement, through intact remote troubleshooting and problem isolation
- Responsible for troubleshooting and administration of Sat-Manage (satellite network monitoring tool)
- Sustaining the linkage between the engineering team and the Orange teleport team regarding enhancing satellite communication solutions offerings
- Maintaining the Known Error database which is accessed by satellite support teams and is meant for recording well known issues after being thoroughly analyzed by the engineering team to avoid their reoccurrence
- Acting as the single point of contact to external Vendors concerning hardware testing, replacement as well as complex operational issues in need for vendor RFCs
Team Leader of Satellite Global Operations Tier 2
Orange Business Services
12.2010 - 08.2015
- Lead and coached 7 engineers in their day to day job running the satellite communication operations over EMEA, APAC and the Americas
- Evaluated the team’s KPIs on monthly basis and running appraisals every 6 months for the members
- Acted as the technical escalation level for different VSAT technologies (DVBS-2/ DTDMA over iDirect Evolution up to iDX 3.4 and SCPC over Comtech platforms ) and maritime satellite tracking systems ( Cobham’s seatel and sailor – Intellian )
- Handed 1st level of managerial escalation in the team and managing service improvement plans
- Accountable for complex technical faults for terrestrial and maritime VSAT systems for major airlines, ministries of foreign affairs, mining companies and financial entities in over 50 countries
- Point of contact for sales support activities
- Creating, managing, and enhancing interlock processes
- Created a technical competency model for the team
Networks Technical Support Engineer Level
Orange Business Services
05.2007 - 08.2010
- Ensured efficient day-to-day troubleshooting network faults for various customer and solutions
- Ownership of customer incidents using Clarify and Ocean tools
- Provided professional technical support and troubleshooting for all issues received
- Diagnosed fault-related cases by effectively utilizing software diagnostics and other network utility programs
- Ensured timely updates and closure of incidents as per service level agreements
- Liaised with supporting departments for incident resolution
- Prepared technical reports as required
Education
Bachelor of Electrical Communication and - Computer Engineering
Skills
Other skillsundefined
Training Courses
- Yearly Hands on training with the rest of my Engineering team based at Orange teleport at Bercenay-France on various solution and technologies.
- iDirect QoS ,2015 iDirect (IOM) Advanced, 2013 iDirect (IOM).
- iDirect ABS at Orange Teleport.
- Intellian v80 , v100 installation and maintenance 2013( Intellian B.V, Netherlands).]
- Cobham sailor 900, seatel 6012,4012,4009,4006
- GVF 510,520,521,561,562E,503E .
- ITIL v.3 .
- Attended PMP
Timeline
Senior Satellite Engineering and Level 3 Support Engineer
Orange Business Services
08.2015 - Current
Team Leader of Satellite Global Operations Tier 2
Orange Business Services
12.2010 - 08.2015
Networks Technical Support Engineer Level
Orange Business Services
05.2007 - 08.2010
Bachelor of Electrical Communication and - Computer Engineering
Similar Profiles
CHETAN BARHATECHETAN BARHATE
Incident Manager at Orange Business Services (ManpowerGroup Services India Pvt. Ltd.)Incident Manager at Orange Business Services (ManpowerGroup Services India Pvt. Ltd.)
Mostafa Naeem ElsharkawyMostafa Naeem Elsharkawy
Infrastructure Automation Expert at Orange Business ServicesInfrastructure Automation Expert at Orange Business Services
Rishabh GargRishabh Garg
Senior Consultant – SAP at Orange Business ServicesSenior Consultant – SAP at Orange Business Services
Darpan SharmaDarpan Sharma
Senior Network Engineer at Orange Business ServicesSenior Network Engineer at Orange Business Services
Ahmed A. RadwanAhmed A. Radwan
Retention Manager at Abu Dhabi Islamic Bank – EgyptRetention Manager at Abu Dhabi Islamic Bank – Egypt