Manager Customer Service

Hamzeh Akram Tahat

**** ***** **. *****, ** *****

Phone: 469-***-****

Email: *******@*****.***

OBJECTIVE

To become an VOIP & IT and network engineering professional in an ever growing field of technology; filling myself with the knowledge through support and services as a reflection on the company.

PERSONAL INFORMATION

Birthday: Feb 8th 1987

Marital status: Married

EDUCATION

University of Jordan, Amman, Jordan, 2005 - 2009

B.A. Computer Engineering, GPA 3.2/4.0

Graduation Project: Enhancing TCP performance on link layer for wireless networks:

It was a solution that combined Selective Acknowledgement (SACK) with Explicit Congestion Notification (ELN) and Rate Halving, and also we extend our research to include the principle of Bandwidth Estimation and Congestion sensing.

WORK EXPERIENCE

Cisco Technical Assistance Center, Estarta Solutions, Amman, Jordan 1/2015- Present

Voip Team Technical Leader

Handle escalation requests team members raise for complex cases on all technologies we handle. This includes trace analysis and lab reproductions.

Join conference calls with customers –when needed- to explain troubleshooting path we are going through; especially for high tier ones.

Build Lab setups equivalent to customers’ ones to reproduce problematic scenarios in case of an expected new defect or configuration verification.

Perform proactive reviews for engineers’ workspaces and suggest troubleshooting methods suitable for each problem.

Develop and deliver training sessions for Junior/Senior employees about new technologies or new versions features which includes:

-Unified Communication Manager (CUCM) and its features for new Hires

-Voice Gateways and Inbound/outbound voice Processing for Junior Engineers

- Unified Attendant Console (Enterprise, Premium, Advanced, and Standard Editions) for Senior Engineers

Perform technical interviews for new hires to evaluate their basic network knowledge and experience

Devising effective performance assessment systems by identifying areas of improvement and implementing measures to enhance performance level of the customer support engineers

Cisco Technical Assistance Center, Estarta Solutions, Amman, Jordan 1/2010- 12/2014

Senior Cisco Unified Communications Customer Support Engineer

Provided support to international Cisco customers’ Unified Communication deployments and implementations which may include:

-Cisco Unified Communications Manager (CUCM) version 4.x – 10.x

-Cisco Unified Communications Manager Express (CME) 3.x – 10.x on UC520 and Cisco IOS

-Cisco Unified Communications Contact Center Express (UCCX) version 5.x – 10.x and its scripts

-Cisco Unity Express (CUE) version 3.x – 9.x

-Cisco Unity Connection (UC) 7.X

-Cisco Voice Gateways (MGCP/H323/SIP/SCCP) connected to Public switched telephone networks.

-Cisco Unified Communications 500 Series for Small Business (UC500).

-Cisco Unified Attendant Console (CUAC) version 8.X -10.X with all editions

-Cisco Telepresence Video Communication Server VCS and Expressway VCSE

-Cisco Collaboration Endpoints/Peripherals (DX/EX Series)

-Cisco Jabber and its integration with CUCM and CUPS.

-Cisco UCS servers and Unified Communication Servers Virtualization (ESXI/VMware/VSphere)

Handled Cisco TAC service requests submitted by Cisco customers at Unified Communications ranging from system down situations to configuration assistance through e-mail/ telephone and hands-on remote access

Extensive knowledge and experience in Installing, integrating and troubleshooting CUCM, UCCX, Gateways and UC, upgrading and integration with Cisco and third party systems.

High Experience in Installing, and upgrading Cisco IP phones, IPC (IP Communicator), SIP third party IP phones, also Troubleshooting Software and Hardware problem of Cisco MCS servers.

Ascertained prompt attendance to customer inquiries, analyzed defects/ bugs in Cisco Unified Communication applications and performed requisite action for their resolution through application of TAC collaboration tools.

Provided Unified communications training for the new employees and trainees.

D & E Group (PC-Warehouse), Richardson, Texas 7/7/09 – 23/9/09 Technical Support Engineer

Responsible for designing, managing and troubleshooting TCP/IP LAN's in a production environment.

Extensive knowledge of TCP/IP, HTTP, Telnet, FTP, UDP, DNS, routing.

Built and maintained internal network Cisco, SonicWALL, Netopia and Watchguard Firewalls and Routers.

Monitored and troubleshot communication outages.

Isolated Problems with LAN/WAN analyzers.

Knowledge of Internet connectivity: Perform application, database and system maintenance. Troubleshot problems and installed upgrades.

Provided support to different customers’ systems and maintenance.

Troubleshot hardware and software PC problems and HP printers.

Performed troubleshooting, repairs and upgrades of all PC equipment. Monitored daily batch processes.

Coordinated backups of four NT servers and one NetWare server. Assisted the management team with buying decisions through product and service research.

PROFESSIONAL CERTIFICATIONS

Cisco Certified Internetwork Expert Voice Track, CCIE Voice # 37055

Cisco Certified Network Professional Voice, CCNP Voice (Formerly known as CCVP)

Cisco Certified Network Professional Routing and Switching, CCNP

Cisco Certified Design Processional Design, CCDP

Cisco Certified Network Associate Voice, CCNA Voice

Cisco Certified Network Associate, CCNA

VMware Certified Professional VCP5 (Preparing)

Leadership Training Certification.

TRAINING COURSES

Advanced Troubleshooting Training Given by Dorin Fleseriu (Cisco TAC duty manager in Brussels)

A Training to enhance troubleshooting and problem solving skills in a systematic manner and according to European standards.

Multicultural Training

A Training to increase multicultural awareness and how to deal with customers based on their cultural background.

Cross Cultural Leadership Workshop

SKILLS

Extensive experience and knowledge in :

-Network simulation software’s Packet Tracer (Cisco CLI based simulator), NS2(C++ and OTCL based simulator) and GNS3.

-Programming languages as Java, C++ and HTML and their softwares

-Infrastructure support

-Remote support tools

-Wireshark

Professional in such Comprehensive knowledge of Operating Systems

-Microsoft (Windows server 2003/2008/2012, and Windows 7/8/8.1)

-Linux-Based OS (Ubuntu, Red Hat)

Good experience and knowledge of Microchip controllers PIC 16F876 and PIC 16F84

Comprehensive knowledge all Microsoft office software packages and Matlab with its toolboxes.

Extensive Knowledge of Image and Photo editors Adobe Photoshop CS3

NON TECHINCAL SKILLS

Proven ability to execute multiple tasks efficiently and effectively.

Commitment to outcomes

Helpful attitude

Business awareness

Teamwork

Leadership

Working under pressure

Fluent Bilingual (English and Arabic

Self-driven and motivated.

Willing to learn in a high-speed environment.

Strong customer service attitude and interpersonal skills.

REFERENCES

Hamzeh Alzubi, Team Technical Leader at Cisco TAC, Estarta Solutions. Amman, Jordan

Mobile: +962-********* E-mail: *******@*****.***

Wasan AlTalhouni, Technical Center Manager at Cisco TAC, Estarta Solutions, Amman, Jordan

Mobile: +962-********* E-mail: ********@*****.***

Trad Tobaishat, Customer Advocacy, Cisco Systems. Brussels, Belgium

Mobile: +32-487****** E-mail: ********@*****.***

Elif Topcu, Cisco System Engineer at Sekom Systems, Ankara, Turkey

Mobile:+90-530******* E-mail: ****.*****@*****.***.**

Gheith Abandah, Associate Prof. in Computer Engineering at The University of Jordan

Office: +962-*-***-**** Ext. 23000 Email: *******@**.***.**

Contact this candidate