Mahmoud Ramadan Aly.

“CCIE Collaboration #63436 & Contact Center Enterprise (UCCE) Consultant”

Address: Saudi Arabia – Riyadh
E-Mail ID: mahmoud.ramadan.aly@gmail.com
LinkedIn: linkedin.com/in/mahmoud-ramadan-42192399
Contact No.: +966 54 873 6748

Personal Profile
“Experienced IT professional with ten years sustained experience and a broad spectrum of skills as a result of working for
multiple departments of multiple employers during the course of my career. My sphere of operations extends to the areas of IP
Telephony, UCCE and UCCX based contact centers, video networking, IP Telephony and UCS servers as well as the analysis of
proprietary and industry standard signaling protocols.”
Technical Skills
 Implementing Cisco Unified Communications Manager (CUCM) including the Express version (CME) and voice mail
services including Cisco Unity Connection version 8.x, 9.x, 10.x, 11.x and 12.x and Cisco Unity Express (CUE).
 Configuring Cisco Unified Communications Manager Instant Messaging & Presence 10.x, 11.x and 12.x and integration
with Expressway Mobile and Remote Access (MRA) and Cisco Jabber business-to-business (B2B) version 8.x.
 FXS, FXO, E1 and Session Initiating Protocol (SIP) voice gateways configuration and troubleshooting.
 Deploying Cisco Unified Contact Center Express (UCCX) version 8.x, 9.x, 10.x, 11.x, 12.x, and integration with Social
Miner E-Mail and chat version 11.5 with Cisco Finesse.
 Recording systems including Mediasense, Calabrio Advanced Quality Management (AQM) 11.x and Zoom recording
solution integration with contact center express (UCCX) and call manager 11.x.
 Installing and configuring Cisco Unified Contact Center Enterprise 8.x, 10.x, 11.x, 12.x and Packaged Contact Center
Enterprise 11.x, 12.x deployment.
 Deploying Cisco UCCE and PCCE services including ICM, CVP, Enterprise chat and E-Mail (ECE) 11.x and Nuance text to
speech.
 eGain (Knowledge, Cobrowse, Secure Messaging, Offers and Analytics) integration with PCCE 11.x
 VMWare ESXi and VCenter installation and administration.

Certifications and Courses

Cisco
 CCIE Collaboration #63436
 Implementing and Supporting Cisco Unified Contact Center Enterprise (UCCEIS)
 Cisco Webex Solution Design and Implementation Representative

VMware
 VMware Certified Professional (VCP).
 VMware Certified Associate – Cloud.
 VMware Certified Associate - Data Center Virtualization.
 VMware Certified Associate - Workforce Mobility.
 Transcript for Mahmoud Ramadan Ali:
 Certified as: Mahmoud Ramadan Ali
 Candidate ID: VMW-01246685J-00399239

ITIL® - IT Service Management

 ITIL V3 ® Foundation Certificate in IT Service Management.
 EXIN Certificate Authentication tool INFO:
 Last Name: Ramadan Aly Mohamed Hegazy
 Certificate Number: 5296579.20373571
 Module: ITIL® Foundation Certificate in IT Service Management.

Employment History Date

CCIE Collaboration #63436 / Contact Center Enterprise Consultant - Emircom (26 December
2019 - Now)

 Cisco Contact Center Enterprise 12.0 with more than 20 multi-site deployment operation and support.
 Troubleshooting contact center call flow issues and adding new features based on customer request (Mobile agent, Outbound
IVR campaign and Precision Queues).
 Implement, and Support of H323, MGCP, SIP Gateways, Global +E164 Dial Plan Design and Transformation. Configure
DID, DOD, Digit Manipulation. SRST and ESRST on branches.

CCIE Collaboration #63436 - Ebttikar Technology Company (Ebttikar) (25 December 2018 – 25
December 2019)
 Cluster expansion to 16 Subscribers, 6 IM&P nodes, 2 MOH and 2 TFTP.
 Cisco CUCM 12.0 and Microsoft Skype for business 2015 integration.
 Cisco CUBE and Microsoft Skype for business 2015 enterprise voice (EV) integration.
 Implementing Session Management Edition (SME).
 Implementing Global Dial Plan Replication (GDPR) and integration with Inter-Cluster Lookup Service (ILS).
 Implementing Cisco Meeting Server (CMS) WebRTC.
 Configuring and monitoring and troubleshooting IP Phones MACD, LDAP sync and authentication, call privileges for DN
and URI, Inbound and outbound call routing with STC through two SIP Gateways, audio and video conferencing, call
coverage features, Mobility solutions, SRST for SCCP and SIP Phones.

Unified Communications Engineer - UCCE Engineer at EXD Cisco Partner (5 December 2016 - 25
December 2018)
 Preparing high-level design (HLD) and low level design (LLD) documents.
 Cisco Expressway 8.x and Jabber 11.x deployment.
 Voice gateways installation and configuration using SIP and E1.
 Configuration of SIP trunks to ITSP, Route Plans, Dial Peers, Class of Restrictions, Partition & Calling Search Spaces, IP
Telephony Features (Call Park, Call Pickup, Call Back, DND, FAC, Extension Mobility, Shared Line, Privacy, Barge In,
Hunt Group, Paging, End user web access to manage phones, Speed Dials, BAT, Blocking Patterns).
 Deploying Cisco WebEx Teams Cloud Services (formerly Cisco Spark™) Meetings, Message, and Call Configuration and
Hybrid Services: Directory integration, Calendar Service, Call Service Aware and Connect.
 Deploying Cisco Meeting Server v2.x Ad-hoc Escalation with Unified CM, CMS Cluster and Unified CM Dial Plan for
Distributed Conferencing and active control.
 Call center setup using Cisco UCCX 11.x, Finesse 11.x integration, and call center reporting systems (Cisco Unified
Intelligence Center).
 Finesse and Social Miner 11.x E-Mail and Chat integration with Microsoft exchange server 2013.
 Call center recording systems including Cisco advanced quality management system (Calabrio) 11.x, Media Sense and Zoom
recording solution integration with Cisco call manager.
 Deploying Cisco Contact Center Enterprise and Packaged contact center enterprise 11.x.
 Deploying ICM 10.x and 11.x, CVP 10.x and 11.x.
 Troubleshooting VXML servers and virtual voice browsers (VVB) 11.6.
 Nuance Text to Speech Server integration with Packaged CCE 11.x.
 Cisco Enterprise Chat and Email 11.x integration with Packaged CCE 11.x.

Senior System Engineer at Pharmaoverseas (1 Jun 2013 – 25

December 2016)
 Design multi-site enterprise collaboration systems using UCS, VMware ESXi and Nexus data center architectures.
 Experience in Cisco Unified Communications Manager (CUCM) version 8.x, 9.x and 10.x, Cisco Unity Connection (CUC)
8.5, 9.x and 10.x, Cisco Unified Communications Manager Instant Messaging and Presence version 8.5, 9.x and 10.x.
 Create Cisco Telepresence and Expressway video solutions based on Cisco Validated Design (CVD) methodologies.
 Conducted POC of Cisco’s video endpoints like DX 80, MX 300 with servers like Cisco Expressway, Cisco VCS control,
Cisco Telepresence Conductor Server, Cisco CUCM 10.5, Cisco IM & Presence 10.5, Cisco TMS (version 14.5) to make
Cisco’s Collaboration.
 Migrating Cisco VOIP to open source VOIP technologies such as Asterisk and many others using Session Initiation Protocol
(SIP) and Skinny Client Control Protocol (SCCP).
 Publishing the “Cisco and Asterisk Integration Guide” as a technical guide for migration from Cisco VOIP Solutions to
Asterisk and SIP based IP telephony systems.
 Produces training materials and video tutorials on hotciscolabs.blogspot.com including but not limited to the “AsteriskNOW
Videos Tutorials”

Projects
 Cisco Unified Contact Center Enterprise 12.0 operation and support (General Authority of Zakat and Tax – Saudi Arabia).
 Cisco Unified Communication 12.0 deployment operation and support (General Authority of Zakat and Tax – Saudi Arabia).
 Cisco Unified Communications Manager 10.5 and E1 multi-site deployment (Pharmaoverseas - Egypt).
 Cisco Unified Communications Manager 11.5 and Expressway Mobile and Remote Access (MRA) deployment (DMSCO -
Saudi Arabia).
 Cisco Unified Communications Manager 11.5 and Cisco Unity Connection 11.5 multi-site deployment (KPMG - Saudi
Arabia).
 Packaged Contact Center Enterprise Deployment 11.6 (QED Training Services - United Kingdom).
 Cisco Call Center deployment and Quality Management 11.5 (STC - Saudi Arabia).
 Cisco Contact Center Enterprise Deployment 11.5 – Norrvik cloud services provider (Experts Decisions Cisco Partner - Saudi
Arabia).
 Packaged Contact Center Enterprise upgrade 11.6 (Ministry of justice - Saudi Arabia).
 Packaged Contact Center Enterprise Deployment 11.6 (Mohammad Ibn Saud Islamic University - Saudi Arabia).
 Cisco CUCM 12.0 and CUBE integration with Microsoft Skype for Business 2015 (Saudi Information Technology Company -
Saudi Arabia).
 Cisco UC 11.0 to UC 12.0 migration project (Saudi Information Technology Company - Saudi Arabia).

Education History
 Graduation: Faculty of commerce, Alexandria University.
 Graduation date: 10 May 2011.
 Grade: Good

Key Skills:
 Ability to work within a team.
 Good presentation and excellent communication skills.
 Good time management skills.
 Good problem solver.
 Ability to adapt to new software systems.
 ITIL processes including service delivery, IT strategy and Program Management.
 Excellent Multi lingual skills: Arabic and English written and spoken.

References:
 Excellent references and letters of recommendation can be provided on request.