Esam Mohamed

Experienced VoIP Engineer with a strong background in telecom systems, call center solutions, and technical support. Started career in VoIP support at vNex Telecom and progressed to VoIP Engineer and then Support Team Lead. Proven ability to manage VoIP infrastructures, lead technical teams, and deliver high-quality support services. Skilled in Asterisk, SIP protocols, troubleshooting, and system optimization. Passionate about improving system performance and enhancing customer experience.

Support VoIP Engineer at vNex Telecom (2021-01 – 2022-06)

Provided L1/L2 technical support for VoIP systems and clients.

• Provided L1/L2 technical support for VoIP systems and clients
• Troubleshot SIP, RTP, and call routing issues
• Assisted in system configurations and deployments

VoIP Engineer at vNex Telecom (2022-07 – 2023-12)

Managed and maintained VoIP infrastructure and Asterisk servers.

• Managed and maintained VoIP infrastructure and Asterisk servers
• Implemented call center solutions and integrations
• Optimized system performance and handled escalations

Head of Support Team at vNex Telecom (2024-01 – Present)

Leading VoIP support team and managing daily operations.

• Leading VoIP support team and managing daily operations
• Handling critical issues and client escalations
• Coordinating with development and project teams
• Improving support processes and service quality

IT Specialist at Royal Company (2020-05 – 2020-12)

Provided IT support and system maintenance.

• Provided IT support and system maintenance
• Managed network configurations and troubleshooting

IT Help Desk at WE (2020-01 – 2020-04)

Delivered technical support and resolved user issues.

• Delivered technical support and resolved user issues
• Assisted in maintaining IT systems and networks

Computer Science – Faculty of Computer and Information (2014 – 2017)