Professional Summary
Experienced Voice and Network Engineer with 10+ years managing enterprise UC systems, network security, and cloud telephony. Proficient in Palo Alto (Panorama), Cisco ASA, IDS/IPS, and data center networking (Cisco Nexus). Skilled in implementing secure access controls, firewall policies, and automation using Python and scripting. Proven ability to lead technical teams and deploy scalable, high-availability solutions in complex enterprise environments.
Technical Skills
- Strong experience in Cisco routing and switching, including Call Manager Express, Unity Express, CUCM (v6–12), UCCX, and UCON.
- Proficient in troubleshooting SIP trunks, PRI, Cisco CUBE, H323, MGCP gateways, and dial-plan configurations.
- Implemented QoS/CoS and resolved complex call routing and audio issues.
- Configured and maintained voice solutions including Calabrio, IVR (Holly boxes, 24/7), and Genesys (Workforce Desktop, SpeechMiner, Administrator).
- Hands-on experience with security: IDS/IPS, Palo Alto firewalls, Panorama, URL filtering, and Cisco ISE.
- Administered and troubleshot Cisco Meraki networks and implemented firewall security rules.
- Skilled in scripting and automation using Python, JavaScript, HTML, CSS, JQuery, YAML, and AutoHotkey.
- Experienced in virtualization: VMware ESXi, Proxmox, Linux KVM, and app containerization with Docker.
- Implemented infrastructure as code using Terraform and supported cloud networking and hosting environments.
- Proficient in Linux (Debian, Ubuntu, Fedora) and Windows Server/Active Directory installation and administration.
- Solid knowledge of pfsense firewalls, reverse proxy, DNS resolver, and Geo IP filtering.
- Extensive understanding of network protocols and services: TCP/IP, UDP, DHCP, DNS, VLANs, STP, OSPF, BGP, RIP, ACLs, NAT, VPN, FTP, and TFTP.
- Data center experience with Cisco Nexus (7K, 5K, 2K), Catalyst (2960x–6500), Cisco routers (1800–7200), and WLAN controllers (5500, 4400).
- Experienced in APIC, policy-based routing, and redistribution of routing protocols.
- Deep knowledge of OSI layers, AAA, TACACS+, and RADIUS for secure device access.
- Configured and activated T1 circuits, including coordination with carriers and router setup.
- Wireless configuration expertise: SSID setup, channels, encryption/security modes, and AP roles.
- Certifications: CCNA, CCNA Collaboration, AWS Cloud practitioner
- Languages: English (Fluent), Arabic (Native)
Professional Experience
Voice Architect II – American Express (Jul 2019 – Present)
- Lead engineer for ICM (Intelligent Contact Management) configuration and maintenance within UCCE environments.
- Performed regular security patching, system upgrades, and maintenance for UCCE servers and Linux-based VR systems.
- Monitored and resolved issues in voice response infrastructure including Holly VR Boxes and 24/7 third-party IVR systems.
- Ensured uptime of critical Linux application servers supporting enterprise voice infrastructure.
- Utilized Dynatrace to proactively identify system anomalies and minimize service disruptions.
- Monitored system alerts and implemented immediate corrective actions to maintain operational stability.
- Evaluated and approved system changes to prevent service interruptions for users and clients.
- Collaborated with cross-functional teams during major incidents to restore service and ensure BAU operations.
- Provided leadership and technical guidance to contractors, aligning team efforts with strategic business goals.
- Developed a custom internal ticketing system to streamline first-level diagnostics and expedite issue resolution.
- Engineered SQL-based queries to extract meaningful data for monitoring dashboards and reduce data noise.
- Implemented real-time Linux-based monitoring dashboards that refreshed every 5–10 minutes.
- Authored shell scripts to automate system usage alerts and initiate threshold-based email notifications.
- Established and led a bi-weekly cross-departmental team to enhance communication, share knowledge, and improve collaboration.
- Spearheaded the transition from legacy voice infrastructure to modern cloud-based telephony systems.
Network Engineer – ATOS (Oct 2021 – Jun 2024)
- Deployed, installed, and licensed Palo Alto firewalls in high-availability (HA) pairs.
- Integrated firewalls into the Panorama management suite for centralized control.
- Performed comprehensive security policy audits by evaluating, adding, and removing firewall rules.
- Blocked unauthorized traffic and collaborated with cross-functional teams to allow approved communication to/from DMZ and external networks.
- Configured NAT policies, IPsec VPN tunnels, logging settings, and threat prevention features in Palo Alto firewalls.
- Utilized Cisco APIC to manage data center fabric: created bridge domains, application profiles, and trunked VLANs to proper routed networks.
- Managed Cisco Meraki platform for Wi-Fi access points and implemented basic firewall rules for wireless environments.
- Utilized Cisco ASA via SDM interface for access control, including rule creation and modification (intermediate proficiency).
- Participated in on-call rotation, addressing network-related service disruptions and escalated incidents.
- Created change requests and represented the Network team during incident response and service restoration bridges.
- Developed Python scripts leveraging Palo Alto’s REST API to automate manual tasks such as rule audits, object cleanup, and log retrieval, improving operational efficiency and consistency across firewall configurations.
Telecommunication Engineer II – Fidelity Information Services (Feb 2014 – Jul 2019)
- Managed implementation and support of Cisco Call Manager Express, Unity, Unity Connection, and UCCX systems.
- Configured and troubleshot SIP trunks, PRIs, and VoIP gateways including CUBE, H323, and MGCP protocols.
- Designed and maintained dial plans, digit manipulation strategies, and inter-system routing.
- Supported enterprise call feature configuration and IOS-level troubleshooting.
- Administered Nexus switches (7K, 5K, 2K) and Cisco Catalyst platforms, optimizing Layer 2/3 network performance.
- Utilized F5 BIG-IP systems to manage VIPs, SSL termination, I-Rules, and traffic monitoring policies.
- Implemented secure network access using Cisco ISE, DHCP, NAT, subnetting, and VPN technologies.
- Configured advanced switching technologies including VLANs, STP, VTP, EtherChannel, and RSTP.
- Applied routing protocols (EIGRP, OSPF, BGP, RIP) and Layer 3 redundancy (HSRP, VRRP, GLBP).
- Executed configuration and lab testing for routers and switches prior to production deployment.
- Provided end-to-end support for voice and wireless network environments including troubleshooting and optimization.
Network & VoIP Analyst – State Farm (via TEKsystems) (Dec 2012 – Feb 2014)
- Deployed and maintained CUCM-based VoIP environments across centralized and distributed architectures.
- Configured voicemail systems including Unity, Unity Connection (standalone and cluster-based), and Unified Messaging.
- Supported on-site technicians in diagnosing and resolving complex network and voice-related issues remotely.
- Resolved provisioning errors, SIP trunk issues, call routing problems, and advanced CUCM configurations (CSS, device pools, MLPP, BLFs).
- Utilized protocol-level debugs (VPM, Q921/Q931, CCSIP) and collaborated with carriers to resolve T1 circuit issues.
- Handled executive-level escalations and delivered root cause resolutions under strict SLAs.
- Maintained documentation and case history using HP Service Manager and supported integration with Exchange and Active Directory.
Network Engineer – Baghdad Intl. Airport (2011–2012) / US Army, Taji Base (2010–2011)
- Installed and maintained LAN/WAN and VoIP solutions in high-security zones.
- Provided technical support for deployed personnel and mission-critical voice systems.
Education
Bachelor’s Degree in Computer Engineering, 2009