Engineer Customer Service
Resume:
Farah Ameri Mahabadian
Network Engineer and tier2 NOC Specialist
I have 14 years of experience in the field of Network Expert and Wireless Communications (RF) as a Backbone Network Engineer and tier2 NOC
Specialist Engineer, Supervisor of Enterprise Customers service, trainer of tier1 staffs and preparing and updating training documents and
Standards Operating Procedures (SOP), IT Service Management.
CERTIFICATIONS
2009 - ITIL Certificate (Foundation Certificate in IT Service Management)
2002 –Microsoft Certified Professional in Windows 2000 (MCP)
2001 - Windows 2000 Server as Permitted to Train as an Instructor
PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS
2 Years Experiences as a Network Expert for :
o Installing and configuration the first Windows 2000 Server with Compaq server in Iran Air Company
o Migration Windows NT Servers into windows 2000 Server in Iran Air Company
o Monitoring and Administration and troubleshooting of the All Servers and clients in Iran Air buildings (WAN and
LAN), remotely and locally Included of OS of all clients and routine Applications and also Server administration .
o Changing of the topology of Company for better performance and centralization of the network by the Centralized
all Cisco devices for each building into a Cisco Router 7200.
The rest of my experiences which included of the 12 years was in Parsonline Company.
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o Installing, configuration, troubleshooting and monitoring Wireless Radio Communications. (This services was
running for Backbone Links and also Enterprise Customers Links with some Brands included of the license and unlicensed radio which
depends on the bandwidth usage requested.
o Installing, configuration, troubleshooting and monitoring, upgrading IOS images Cisco Devices (7200x 6500, 7600,2800,2600,870) in a Large Networks which at least 5000 Nodes .
o Installing, configuration, troubleshooting and monitoring, upgrading IOS images Cisco Catalyst Switches
o Support, monitoring Backbone engineering team for expansion and increase capacity of Broadband communication
with telecommunication Services
o Configuration, troubleshooting and monitoring International Links
o Installing, configuration, troubleshooting and monitoring, upgrading IOS images Juniper Devices ( M10, M20,
M320)
o Installing, configuration, troubleshooting and monitoring Alcatel and Corcess Devices
o Installing, configuration, troubleshooting and monitoring end user Customers ( Cisco router, ADSL Modems,
Huawei routers)
o Hands on experience and Configuring and troubleshooting of routing protocols such as BGP, OSPF, EIGRP, RIP,
TCP/IP and static routing ( Cisco and Juniper Devices )
o Configuration, troubleshooting and monitoring MPLS and VRF customers
o Installing, configuration, troubleshooting and monitoring, upgrading of these Medias (Metro Ethernet, copper and
fiber optical, Microwave radio Communication ( License frequency ) included of MicroWave Radio like as ( Quantum, HORIZON
QUANTUM PRODUCT ) and Merlin tools For Troubleshooting, Wireless Radio Communication ( un License frequency) like as (Ligo
Wave Radio, Redline) DWDM, ADSL, E1, Mikrotik RB Metal 5SHPn ( SNMP Configuration Winbox ), Leased Line, VDSL.
o Creation in NOC for reduces time and over load for better performance and customer satisfaction. (Reduce the
Number of tickets and Customer Problems)
o Follow up Customer request by ticketing system.
o 24 hours on call shift
The Software's that I have experience: (I should handle bellow responsibly with necessity tools that I did in my jobs.)
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o Monitoring: PRTG Graphing Tool
o Solar winds Network Management Software (NMS ) response Time, packet loss/latency, Analyzing all parameters
of the Nodes and preparing their reports for end customers and better performance of the Network,
o Cacti ( Like MRTG Graph)
o Network Configuration Management ( NCM )
o NA ( Network Analyzer ) Analyzing and troubleshooting ADSL lines
o QlikView ( prepare report for getting better result of the KPI of the staffs and also network status(MTTR ( Mean
Time to resolve of the Incident Ticket ), MTTA ( Mean Time to Accept of the Incident Ticket ), Service Availability )
o Ping Plotter for Monitoring and Analyze network
o NFSEN ( Monitoring and Preparing B.W. usage according to all kinds of Services )
o Configuring (OID, MIb ) for better monitoring all physical parameters in NMS.
o Delivering New Links ( Wireless, ADSL ) according to the standard that I have prepared its document
o Preparing all Processing for Troubleshooting and delivering Nodes and updating Tickets and the rest of technical
policies and also updating training documents and Standards Operating Procedures (SOP) and also preparing check Lists for necessary
tasks .
o Preparing daily, weekly, monthly and yearly reports of the network status and staff KPI.
o Writing Lesson Learn for each critical and unexpected incident for preventing to repeat it again
o Troubleshoot and resolve customer DNS issues, as well as modify customer DNS records upon request.
o Communicate with Enterprise Customers, Field supports, Service Management, Capacity Management, Change
Management, Supervisors and Managers .
o Using numerous methods for testing and configure network equipment.
o B.W. Tests with service providers and Enterprise Customers
o Analyze Packets by Wireshark
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Shift coordinator
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Provided customer service at a facility that serves 200-300 people a day, 100+ phones calls by Enterprise Customer Service
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Managing Email Notification for Customers and mangers.
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GREP2P Over Intranet,VPN Connection, SPAM Email Issue, QoS Policy, B.W. Shaping by Allot and cisco configuration
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Handling the tier1 tasks if they cannot do them
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WORK EXPERIENCE
o Telecommunication Parsonline Company 2004-2015 ( Tehran,Iran )
o 2004 - Network Expert in ADSL Team in Parsonline Company
o 2004 - Network Expert in Access and Deployment Team in Parsonline Company
o 2005 - IT Representative of Telecommunication Parsonline Company as a Network Expert in Mobin Company by Parsonline
Company
o 2005 -2006 - Network Implementation Center ( NIC Team ) in Parsonline Company
o 2007 -2013 - Network Engineer in Backbone Team ( NOC ) ( Network Operation Center ) in Parsonline Company
o 2013 -2014 - Network Engineer and Team Lead in Enterprise Team as a tire 2 in NOC ( Network Operation Center ) in
Parsonline Company
o 2002-2004 - Samapardaz and Iran Air Airline company
o 2002 - IT Representative of Samapardaz Company as a Network Expert in Iran Air Company
o 2003 - Project Manager for implementing documents sharing in Iran Air Network Company (Reduce cost and Time )
o 1996-1997 - Elecrtogen Company
o 1994-1995 - Iran Khak Company
o 1993-1997 - Physics and Mathematics Teacher
OTHER SKILLS
o I have been consistently rewarded for hard working with promotions and increased responsibilities.
o Effective written and oral communication skills ( English, Persian )
EDUCATION
1989-1993 B.S. Applied Physics Azad University, Tehran, Iran
TRAINING
o 2012 - CCIE Routing and Switching Written and Lab V4.0 ( 160 hours )
o 2011 - Attended in Training course Fundamental of Project Management
o 2011 - Attended in Training course Cisco Voice over IP ( C Voice )
o 2009 - 7302-7330/5523 ISAM Operator Part 1 ( Alcatel-Lucent University )
o 2008 - ITIL (IT Service Management )
o 2007 - Microsoft Project Software ( 24 hours )
o 2004 - December - CCNA ( 55 hours )
o 2002 - Windows 2000 Server ( 50 hours)
o 2002 - Active directory Services ( 50 hours)
o 2001 -Windows 2000 Professional ( 50 hours)
o 2000 - Net Infrastructure ( 30 hours )
o 2000 - Windows 98 Advance ( 20 hours)
o 2000 - Networking Essentials ( 30 hours )
o 1998 - Instructor `s Certificate Of Free Technical And Vocational Institute
AWARDS
o I got awards because of a new solution in cabling system in Iran Air and caused reduce cost in Network Implementation
o Known as number one employee in Network Operating Center in some months, because of creation, high responsibility and
hardworking and also take my times for training to others which are not in my responsibility ( by NOC Manager )
o Known as number one employee in Network Operating Center because of the preparing excellent report of the Enterprise and
controlling MTTR ( Mean Time To Resolve ) of the incident and MTTA ( Mean Time To Accept ) by Enterprise team ( by NOC Manager
)
o I got awards by email by CTO because of some solution for time saving and network Performance.
o I got awards in 2004 form the CTO/CIO of the Company because of the final successful of the first phase of the most
important project of the PAP in the our group ( Implementing ADSL Project in IRAN )
o I got awards because of the implementing of the first Microwave Links in our Network
o I got awards because of the implementing of the proactive monitoring wireless Network with running SNMP and MIB before
failure disconnection.
o I got awards in 2005 from my manger because of the lowest network disconnection of one of the main POP Site layout in the
group which included of the five persons that I were one of them .
Address:
o Phone Number: 404-***-****
o Address: 8400 Springs LN Norcross,GA 30092
o Email: *****.*****@*****.***
o Skype : farah1023143
o LinkedIn: https://www.linkedin.com/in/farahameri
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