Technical Support Engineer

AMREICAN ENGINEER

SUMMARY

I am an american network support engineer with over 6 years of experience in the network field. With a bachelor's degree in electronics and communication engineering, I have a great network knowledge, troubleshooting and customer handling experience. I have a technical aptitude and I am very passionate about technicality. With a strong team play spirit, I am capable of quickly learning and leveraging new technologies.

PROFESSIONAL EXPERIENCE

Orange Business Services 12/2013 - present

Network Support Engineer

Provide technical support expertise in a complex environment for global customers.

Apply technical knowledge to analyze and use technical troubleshooting tools, content and analytical practices.

Validate technical information and issues early warning and disseminates information as needed.

Work on the new tickets whether they were proactive ticket or customer requested to open ticket via mail or phone.

Use operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments.

Update the customer regularly and escalate the case according to its severity.

Document all troubleshooting and incident management actions regularly assuring all appropriate individuals are notified of ongoing issues and problem resolution status.

Responsible for sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution.

Mentoring and developing Training program for new joiners.

Perform shift lead dutie.

Experience in working in a 24/7/365 environment.

LINKdotNET 01/2011 – 12/2013

Technical support in the CSO (shop) 06/2012 - 12/2013

Responsible for the faulted DSL modems.

Implementing DSL configuration for all kind of modems.

Deliver, collect and configure wireless access points.

Check customer’s line problems and open tickets to escalate the issue if needed.

Document all troubleshooting and incident management actions regularly.

Installation Team representative 01/2011 - 06/2012

Implementing DSL configuration to all kinds of modems and all type of connections either by visit to the customer or by phone.

First and second line troubleshooting.

Troubleshooting all kinds of internet issues and resolves them.

Dealing with all kind of people with different levels and insure customer satisfaction.

Engaging the expert teams if the issue needs a higher level of investigations.

EDUCATION

Bachelor of Engineering in electronics and communications. 06/2010

Misr International University (MIU), Cairo, Egypt.

CERTIFICATIONS AND PROFESSIONAL TRAINING

CompTIA A+. (certified)

Problem solving and decision making. (certified)

Well being-at work. (certified)

Network Virtualization Fundamentals.

ITIL.

CCNP Switch.

CCNA. (certified)

GSM & EDGE. (certified)

CDMA & UMTS.

Micro Controller. (certified)

TECHNICAL SKILLS

• Operations • Customer Support • Troubleshooting

• Networking • Profeccional documentation.

FOREIGN LANGUAGES

Arabic Excellent

NOTES

• I’m american citizen with a valid american passport.

• I’m ready to relocate anywhere in the US.

• I’m ready to work on shift bases.

• I’m ready for Skype interview anytime. Skype ID is : ibrahimmybe14188

• My notice periode is 1 month.

• I’ll be available for face to face interviews in november 2017.

• I have international driving licence.

Contact this candidate