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Mustafa Elnuby

@mustafaelnuby

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Dedicated Level 2 Support Engineer with expertise in incident management.

Zimbabwe

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What I'm looking for

I am looking for a role that offers growth opportunities and a collaborative environment.

I am a Level 2 Support Engineer with a strong background in incident management and technical support. Currently, I work at VOIS, where I provide remote support to field service technicians and manage MPLS routing issues. My role involves making configuration changes and ensuring seamless communication with customers during escalated incidents.

Previously, I served as an Incident Management Engineer at VOIS, where I was responsible for troubleshooting and resolving issues for Vodafone Germany's enterprise customers. My experience includes fault identification and resolution across various Vodafone products, enhancing my problem-solving skills and technical expertise.

With a Bachelor of Arts in German from Ain Shams University, I possess strong communication and organizational skills, which I leverage in my technical roles. I am committed to continuous learning and professional development, as evidenced by my completion of CCNA, CCNP, and Cisco-SDWAN courses.

Experience

Work history, roles, and key accomplishments

Current

2nd Level Support Engineer (IP-Data)

Current

VOIS

Feb 2024 - Present (1 year 4 months)

Configured network changes and provided remote support to field service technicians. Monitored MPLS routing, identified, and resolved network errors.

MPLS Troubleshooting IP Data

Incident Management Escalation Engineer

VOIS

Oct 2023 - Feb 2024 (4 months)

Validated actions on escalated incident tickets and ensured follow-up until closure. Managed customer communication regarding escalated issues.

Incident Management Escalation Management Customer Communications

Incident Management Engineer

VOIS

Oct 2021 - Oct 2023 (2 years)

Performed fault troubleshooting, identification, and resolution for Vodafone Germany Enterprise Customers. Troubleshot and isolated problems across various Vodafone Germany Products including Company Nete and Internet Business.

Troubleshooting Vodafone Products

HR Recruiter

VOIS

Sep 2019 - Aug 2020 (11 months)

Managed recruitment processes and identified suitable candidates for various roles. Conducted interviews and facilitated the hiring process.

Recruitment HR Interviewing Candidate Sourcing Talent Acquisition

Call Center Support Representative

VOIS

Mar 2018 - Sep 2019 (1 year 6 months)

Provided direct customer support and resolved inquiries via phone. Documented customer interactions and escalated complex issues as needed.

Customer Support Call Center Operations Problem Solving Communication

Education

Degrees, certifications, and relevant coursework

Ain Shams University

Bachelor of Arts, German and Pedagogical Skills

Activities and societies: Courses: CCNA, CCNP, CCNP - VOIP, Cisco-SDWAN.

Studied German and Pedagogical Skills. Gained knowledge in data analysis, project management, communication, and organization. Developed problem-solving abilities.