Customer Service Information Technology

AHMED MOHAMED

**** ****** **, **********, **. ***37 (H) 281-***-**** (C) 281-***-**** **********@*****.***

Professional Summary

Proactive Network Administrator focused on cultivating positive and productive relationships both internally and externally.

Excellent customer service, sales and product support abilities.

Skills

Knowledge of TCP/IP, Kerberos, AD, and Windows Tool, SNMP, Cisco. FTP servers knowledge.

Security logs Firmware upgrades knowledge. Performance testing.

Networking in the enterprise environment. Certificate in Advanced knowledge of Cisco router & Switches.

Computer Operations LAN/WAN, TCP/IP,OSPF,EIGRP, BGP, MRTG Graphing

Quality of service, Firewall, VPN site to site and remote Remote access support.

LAN and WAN expertise

access, Windows server, MS Proxy Server, DHCP, User

account creation.

References

References REFERENCE Upon request.

Work History

Tier 4 Data Center Support Engineer 01/2016 to Current

Wells Fargo – Shore view MN

Tier 4 data center, support engineer responsible for LAN and WAN network operations, systems disaster recovery, database

and systems backup, and network security.

Document network problems and changes working in diverse management environments.

Quickly resolve all IP network issues to reduce waste and downtime while also ensuring client Service Level Agreements.

Ensure thorough network documentation, including maintaining each account's network matrix, backup configurations and

network diagrams.

Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with

developers on solution implementation.

Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.

Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.

Installed, configured, tested and maintained operating systems, application software and system management tools.

Oversaw development and maintenance of organization computer systems and intranet.

Network Administrator 09/2014 to 12/2015

Tele World Solutions Sprint Campus – Overland Park, KS

responsible for administration of network comprised of 130 workstations, help desk, hardware inventory, software inventory,

network mapping, equipment purchasing, and software purchasing.

Configuring Routing Protocols RIP, OSPF, IGRP and EIGRP.

Installing and Configuring SDM WAN Configuration HDLC, PPP.

Virtual Private Networks.

Switching, VLANS and VTP.

Configuring and Maintaining a Wireless Network.

Troubleshooting IOS, Routing Protocols, Switches and Wireless Router.

Upgraded and expanded network systems and their components.

Documented all server and network problems and other unusual events in detail.

Communicated with vendors to resolve network outages and periods of reduced performance.

Utilized various troubleshooting tools, facilities, and equipment to solve customer issues Installed new software and hardware

Current

Kept up-to-date on new developments in computer and network vulnerabilities, data hiding and encryption.

Visually inspected temperature sensors to maintain health of servers and network devices.

Referred major hardware and software problems and defective products to vendors or technicians for service.

Applied performance tuning techniques.

08/2014

Engineer 02/2013 to

Glow Network – Minneapolis, MN

worked with customers, internal staff and L3 vendor partners to provide excellent customer services to meet SLA.

Actively collaborating with peers concerning troubleshooting issues.

and set up user accounts and passwords.

Ensured total security of the network systems, including the internet.

Planned and implemented procedures necessary for future development.

Assisted in maintenance of servers and serve clusters.

Maintained and monitored the server room, the wireless network and other server infrastructure.

Completed projects by effectively applying engineering, technical and maintenance procedures.

Worked closely with team members to meet or exceed all customer service requirements.

Resolved customer issues in a clear, courteous and straightforward manner.

Installed, configured, tested and maintained operating systems, application software and system management tools.

Education

Associate of Science: Information Technology

Normandale College - Bloomington MN

Bachelor of Science: Information Technology

Concordia University - St paul Mn

Certifications

Cisco ID: CSCO13029780

CISCO CERTIFIED NETWORK ASSOCIATE ( CCNA ) ROUTING & SWITCHING CISCO

CERTIFIED NETWORK PROFESSIONAL ( CCNP ) ROUTING & SWITCHINGCISCO

CERTIFIED NETWORK ASSOCIATE ( CCNA SECURITY ).

CEH EC-COUNCIL: CERTIFIED ETHICAL HACKER.

2012

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