AHMED ALAA IBRAHIM MAKHLOUF

2 Al Fardous Compound, Nasr City, Cairo Egypt – 01146435026 – [email protected]

PROFILE

I am a versatile engineer with a diverse background shaped by studying and working in Egypt and Russia.
Exposure to diverse environments, cultures, and organizations has enhanced my adaptability and supported me
in developing a keen ability to quickly master new systems qualifying me to meet the standards of the experts,
even in unfamiliar projects.
My involvement in various systems, platforms, and technical training has refined my skills in network and
VoIP introduced me to advanced technologies, and developed my communication, and teaching skills that
enable me to connect with teams and share knowledge effectively. I am passionate about continuous learning
and confident in my ability to tackle complex challenges. Eager to contribute to dynamic and innovative teams,
I am committed to driving progress and leaving a lasting impact.

WORKING EXPERIENCE

VoIP Support and Implementation Engineer at Contivio Software Company Jan 2023 – Present

• Oversee technical support, project management, and customer satisfaction for cloud-based contact
center solutions.
• Project Management: Lead the design, implementation, development, testing, and deployment of
Contivio Contact Center solutions, aligning with customer needs to drive best practices and achieve
operational success.
• Multi-Media Configuration: Configure and integrate various media types (voice, SMS, chat, email,
and messaging) to meet customer-specific requirements, ensuring seamless communication across all
channels.
• Complex IVR Development: Design, implement, test, and document advanced IVR systems,
optimizing workflows for customer service efficiency and satisfaction.
• CRM Integration & API Design: Support the design, implementation, and user acceptance testing of
CRM integrations, chatbots, and messaging APIs, delivering comprehensive and customer-tailored
solutions.
• Technical Expertise and Continuous Learning: Acquire deep knowledge of Contivio features,
communication protocols, and analytical techniques, while continuously enhancing skills through in-
depth technical analysis and log investigations..
• L2 Technical Support: Resolve support issues through ticketing systems, email, phone, and chat,
ensuring timely resolution and enhancing customer satisfaction.
• Deep technical investigations: Voice-related issues, including SIP, RTP, trunks, gateways, and carrier-
related problems, ensuring optimal voice performance for customer environments.
• Network and VoIP Performance Assessments: Perform network testing and VoIP performance
assessments, identifying and resolving potential bottlenecks to maintain high service levels.
VoIP & Network Engineer at Silo Foods for Food Industry May 2021 – Dec 2022

• Project Design and Expansion Planning: Spearheaded the design and installation of networks,
maximizing performance and scalability for future expansions while ensuring readiness for business
growth.
• Network and VoIP Infrastructure Management: Supervised the configuration and testing of network
and VoIP devices across 9 factories, 4 hotels, and 4 administrative buildings, ensuring alignment with
business needs and future expansion..
• VoIP Solutions Implementation: Managed and upgraded VoIP solutions, including Cisco CUCM,
NEC Call Center, SIP trunks, gateways, PRIs, and both soft and hard IP phones, delivering enhanced
communication capabilities.
• IVR System Design and Development: Led the design, development, testing, and documentation of
an IVR system, ensuring seamless call routing and functionality tailored to company requirements.
• Directed the configuration of VoIP systems with integrated IVR and call center capabilities, leveraging
NEC and Cisco Central to streamline operations and improve customer interaction.
• Monitored SOPHOS Firewall daily, analyzing traffic, generating reports, and enforcing security
policies, providing a robust defense against network threats.
• Designed, configured, and monitored wireless networks, applying security protocols to access points,
managing network access, and ensuring optimized performance and security.
• Oversaw the application of security mitigations, including port security, DHCP snooping, ARP
inspection, and various L1/L2 security techniques, fortifying network defenses.
• Documented infrastructure setups and implementation processes, enabling clear knowledge transfer
and support for future team members.
• Delivered completed projects in a timely manner, presenting key findings and solutions during a
presidential opening, demonstrating expertise in project development and delivery.

Telecom Engineer at Emirates National Dubai Bank Feb 2020 – May 2021

• Responsible for monitoring the different Cisco unified solutions.

• Implementing network communications, solution improvements, and enhancements of bank’s system
by troubleshooting VoIP network problems and outages.
• Managing and maintaining VoIP networks of the bank ‘CUCM, UCCX, and IP phones’.
• Maximizing VoIP network performance and installations for future expansions.
• Securing & optimizing wireless networks by adding network users and managing bank’s permissions

Field Telecommunication Engineer at Etisalat Misr Nov 2019 – Feb 2020

• Assigned responsibilities of assisting senior field engineer in the implementation and evaluation of
network system.
• Handling responsibilities as troubleshooting and providing solutions in wide-area connection issues.
• Upgrading existing telecommunications equipments.
EDUCATION

BSc, Telecommunication Engineering and Information Security July 2019 Kalashnikov Izhevsk
State Technical University, Izhevsk Russia

BSc, Telecommunication and Electrical Engineering Sept 2019

Egyptian Russian University, Cairo Egypt

HONORS AND AWARDS

Support Top Achiever Aug 2023

Award of being top achiever continuously for 5 months

Semester completion Sept 2019

Award of semester completion with score 3.8 out of 4

MTC company training Grant Aug 2019

Grant for a training in a Russian Mobile Company

RESEARCH EXPERIENCE
2019
Implementation of a VOIP server
Egyptian Russian University, Advisor: Prof.Dr. Mohamed Moustafa
• Linux and Network/Serving the University Stuff and Students/Alex Voip
2019
Securing VOIP server and Network Devices,
Kalashnikov Izhevsk State Technical University, Advisor: Prof.Dr. Vladimir Emelyanov
• Kali Linux penetration testing and Network security skills /Security protocols and
intermediate network devices /Alex secured VOIP

PUBLICATIONS

Cairo, Egypt

Makhlouf, Ahmed, Security implementation tips for Alex VOIP Izhevsk, Russia

2019
WORKSHOPS 2019

SOHOS Firewall Workshop (Target Company) Sept 2022

Forti Firewall Workshop (Target Company) Aug 2022
“VOIP and Security,” Server security (The SIP school) May 2019

EgyptAir Training Academy, Cairo Airport Sept 2017

• Training on simulation equipment’s and Flying mechanisms
• Training about flying techniques.

CERTIFICATIONS

SIP School VVoIP, National Telecom Institute Apr 2023

Certified CCNA, Cisco May 2022

CCNP certification, National Telecom Institute Nov 2023

Certified SIP Specialist, National Telecom Institute Mar 2023

CEH Certified Ethical Hacking, National Telecom Institute Jan 2023

NTI CCNA Security Course Completion Certification, Cisco Networking Academy Jan 2022

Introduction to IOT Course Completion Certification, Cisco Networking Academy May 2019
• Description: certificate of completion of introduction to Internet of Things Course.

Arab organization for industrialization, Telecommunication Engineer Trainee Aug 2018

• Description: PLC and Electrical industrials/Training/Certification of Completion

CCNA Security Course Completion Certification, Cisco Networking Academy Mar 2017
• Description: certificate of completion of Cisco Routing and Switching Security Course.

CCNA Course Completion Certification, Cisco Networking Academy Feb 2017

• Description: certificate of completion of Cisco Routing and Switching Course.
Intel learning Program Certification, Intel Jun 2017
• Description: certificate of completion
LANGUAGES

Arabic: Native Language

English: Fluent

Russian: Advanced Listener, advanced Speaker, intermediate reading and writing

COMPUTER SKILLS

Programming: HTML, CSS, PHP, Python

Applications: Microsoft, Mat Lab, VMs, VS code

Platforms: Mac OS, Linux, Microsoft windows, Kali Linux.

OTHER SKILLS

• VoIP systems.
• Ability to multi-task
• CRM knowledge.
• Ability to work under pressure.
• Chatbots and messaging APIs.
• Trouble shooting skills
• Excellent written and verbal
• Knowledge in CSS, PHP, and HTML communication
• Excellent presentation skills
• Great organization skills
• Network Routing and Switching
• Self-motivated and able to work
• Understanding of user experience • independently or in a team.
Deep investigation and • Linux administration network
troubleshooting. security
• Cisco unified solutions. • Web design skills
• IVR implementations.
REFERENCES

Eng. Ahmed Fares, [Head of Network and security Department]

[Silo Foods for food industries]
[+2 01004569236]
Email: [[email protected]]

Eng. Ahmed Gohar, [Head of Telecommunications Department]

[Emirates National Bank Of Dubai]
[+2 01142588883]
Email: [[email protected]]

Dr. Mohamed Mustafa, [Head of Department]

[Telecommunication and Electrical Engineering Department]
[Egyptian Russian University]
Email: [[email protected]]

Dr. Alebert Abilov, [Head of Department] [Telecommunications

Engineering]
[Kalashnikov Izhevsk State Technical University] Phone:
[+7 (912) 856-22-02]
Email: [[email protected]]

Dr. Vladimir Emelyaov, [Head of Department]

[Information Security Engineering]
[Kalashnikov Izhevsk State Technical University] Phone:
[+7 (906) 816-16-30]
Email: [[email protected]]