Customer Service Quality Assurance

Khaled Bader

Pasadena.CA

M: 949-***-****

*********@*****.***

Profile

Technical professional with 13-year-experience support servers, networking, hardware,

software, enterprise applications, and customer service. Demonstrating the ability to

multitask changing of technology request, and adapt quickly. Versatile network analyst

focused on process orientation and the IT design and delivery life cycle.

Skills and Knowledge

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Exceptional troubleshooter IT security policies

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Data visualization Web content filtering

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Systems design Kernel patches

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Data connectivity Firewall appliance

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VoIP /IPTV knowledge Customer service specialist

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Cloud computing Windows server 2000/2003/2008

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Security System DHCP Client/Server

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Network Protocols Hard drive performance testing

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DHCP/DNS/WINS Identifying complex problems

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IPS engine upgrades Implementing excessive solutions

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Wireless security specialist Oral communication

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Risk management Critical thinking

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Time management Quality assessment

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Organizing and planning Quality assurance

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Decision making work under pressure

Accomplishment

• Within two weeks after I was hired in Tv2moro, I resolved chronic connection crashes

that had plagued the company product for over a year, and traced the problem with source

till get fixed.

• Helped Rawabi Diamond computer growing by providing customers an efficient support

with timely and accurate assistant.

Experience

Sept, 2010 – Oct, 2013

IPTV Network specialist

TV2Moro. Pasadena, CA

TV2Moro is a business which provides International channels over the Internet to the United

States, Canada and the Europe.

̶ Installed, configured routers, switches and wireless controllers.

̶ Installed, configured IP Data, VoIP and IPTV based video systems.

̶ Solved up to 30 technical tickets per-day with timely and accurate assistance.

̶ Worked with senior engineering and management staff in IPTV network architecture.

̶ Installed, configured windows system, phone system, and wireless network.

̶ Maintained company servers, computers, printers, cables and other equipments.

̶ Configured security ports with ISP companies to support IPTV on customers’ side.

̶ Managed application patches, data backup, security changes and network configuration.

̶ Responded to all clients requests for technical support by phone, email

̶ Documentation of all the work done using Visio, Excel and MS word.

̶ Tested, troubleshot new versions of [IPTV Software]

̶ Manipulated frequently-used switch port settings to [<IPTV requirements>].

̶ Identified, resolved problems for networking.

̶ Created more than 12 months inventory reports.

April, 2005 to March 2010

Network Support

Rawabi Diamond Computers.

̶ Installed, configured network system, security systems, and improve network performance.

̶ Maintain servers, networks, routers, modems, and securities system.

̶ Installed, configured web server, DHCP, DNS, and Exchange server.

̶ Installed, configured operating systems (9x, XP, windows 7, windows 8)

̶ Troubleshoot network protocols (TCP/IP, SMTP, HTTP, FTP, SSL,VPN)

̶ Installed, configured office packages and other applications.

̶ Troubleshoot, configured DHCP Client/Server.

̶ Updated servers with latest service packs and hot fixes.

̶ Remote Administration using terminal service, VNC, PCAnywhere.

̶ Configured Windows 2003 as File, Print and WEB servers.

̶ Installed, configured Windows Server 2000/2003/2008 Active Directory, and Domain server.

̶ Maintain, and repair passive network (cables, hubs, patch cords, and panels) and active

hardware (switchers, routers, hubs, and network cards).

July, 2000 to April 2005

HelpDesk Support

Rawabi Diamond Computers.

Rawabi is a contractor company that provides a technical support for different size of

companies. Also, has a warehouse where provides End user with all necessary equipments.

̶ Installed, repaired desktop, printer, scanner, and Notebook,

̶ Installed, configured desktops, printers, scanners, routers, and network equipments.

̶ Installed, configured windows 9x, Vista, Me, 2000/server 2003

̶ Maintained daily performance of computer systems.

̶ Walked customer through problem-solving process.

̶ Operated backup system and data recovery.

̶ Knowledge of circuit boards, processors, chips, electronic equipment, and hardware.

̶ Installed, troubleshoot software and application to user standards.

̶ Analyzed software, hardware and network systems for various transmission systems.

̶ Installed, configured the peripherals, components and drivers.

̶ Diagnosed problems in hardware and software.

̶ Installed, configured network on LAN, WAN.

Educational & Certification

̶ Computer Information System

Pasadena City of College. 2012- Present.

̶ NetAsq Security

Eye-tech, Feb.2010, training program

̶ Project Management Training & certification Program (PMP)

Intrinsic, October 2007. Certification program total 58 training hours

̶ Certified Process Professional (CPP) Updates: Using the CEM Method

International Process and Performance institute (IPAPI)

̶ Microsoft Certified system engineer MCSE)

Microsoft Institute

̶ Microsoft Certified system Administrator (MCSA)

Microsoft Institute

̶ Microsoft Certified Professional(MCP)

Microsoft Institute

̶ ASP-ProCurve HP Networking

HP Institute

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