SUMMARY
*+ years of experience in Network Engineering, IT operations, and technical support
Skilled at guiding teams through flexible and adaptable leadership
Impeccable interpersonal and people skills utilizing excellent communications, influence, negotiation, and strong organizational skills
Strong interest and ability to keep customers happy through high quality products, services, and technologies
TECHNICAL EXPERTISE
Networking: LAN & WAN wired, and wireless, and network access technologies such RAN, Cisco switches & routers. This includes onsite datacenter and remote network troubleshooting and problem analysis, and solutions
High speed internet support: Cable modem, DSL, and ADSL
Telecom: Land lines, wireless lines, and VoIP lines
OS Support: Windows, including Windows Server, (all versions)
Microsoft Office suite support: Visio, MS Word, PowerPoint, Share Point, Excel (all versions).
WORK EXPERIENCE
Technical support Engineer Jun 2016 – Mar 2017
KASPERSKY LAB, Woburn, Massachusetts
Provided customers with best in class support.
Provided technical support for Kaspersky Lab corporate product line via, email, web, and chat.
Identify and troubleshoot software and system issues/errors.
Prioritized issues based on level of security threat to customer systems.
Kept up to date on technologies used by customers.
Maintained accurate, complete and up to date call and activity records.
Network Support Engineer/Senior Jun 2009 – Oct 2011
KULLACOM JORDAN, Amman, Jordan
Provided 1st and 2nd level operational support for all leased line customers that use Microwave Technology, such as Redline, Giga beam, bridge wave and Nera, (Implementation, Installation & Troubleshooting).
Installed, supported and maintained new server hardware and software infrastructure.
Planned and evaluated and supervised the execution of network maintenance activities.
Monitored network and infrastructure usage and provided regular reports to IT and business leaders.
Suggested and provided IT solutions, including problem resolution management improvements.
Ensured all network equipment complies with network and security industry standards.
Analyzed and resolved network issues, ranging from end-user issues to a major system crash.
Undertook a routine preventative measure to guard against network security preaches.
Provided training and technical on-boarding for new employees with varying levels of IT knowledge.
Supervised x-functional teams, such as help desk technicians, network engineers, etc.
Served a liaison between the company and its partners and suppliers.
Managed supplier faults and coordinated field services. Escalated potential service issues to the Operation Center Director.
WiMAX Support Engineer/Senior Jun 2009 – Jun 2011
KULLACOM JORDAN, Amman, Jordan
Prepared training materials and provided training to Customer Service staff.
Introduced and implemented new customer service processes.
Improved system documentation and introduced new materials to steam-line the sys admin work.
Improved customer’s satisfaction by 3 folds and reached 4.5 out of 5 customer satisfaction rating
Configured WiMAX VPN customer’s branches.
Configured Wi-Fi customer’s routers.
Help Desk Engineer Feb 2007 – Feb 2009
BATELCO JORDAN, Amman, Jordan
Setup and configured WiMAX, including resolution for CPEs Routers, and Switches
Supported customers with IPCop, and VPN setup including resolution for servers and routers
Email setup, including problem resolution for outlook and other web-based email applications
Problem resolution for modems, routers, and switches for customers with ADSL setup
Internet Dial-up connection, setup and support
Customer Care Representative May 2006 – Jan 2007
BATELCO JORDAN, Amman, Jordan
Supported customers set up and configure and troubleshoot their in-home networking equipment, including ADSL and cable modems, routers (wired/Wireless), and switches.
Supported customers set up and configure and troubleshoot their email including outlook and other web-based email applications.
EDUCATION
CAMBRIDGE COLLEGE, Cambridge, MA June 2020
Master’s of Business Administration - Information technology focus
BUNKER HILL COMMUNITY COLLEGE, Boston, MA
Associates Degree of Network Technology & Administration Dec 2015
Current GPA: 3.4
JARASH PRIVATE UNIVERSITY, Jarash, Jordan Jun 2004
Bachelor of Information Technology
GPA: 3.5
CIT Courses
Bunker Hill Community College
OIM-100 Keyboarding Technique
CIT-110 Applications/Concepts
CIT-162 Intro to Networking
CIT-167 Routers and Routing
CIT-182 PC Hardware
CIT-262 Wireless Technology
CIT-264 Networking Security
CIT-267 Switching Basics
CIT-268 Windows Op System
CIT-270 Linux Administration
CIT-274 WAN Technologies
CIT-282 MS Windows Administration
CERTIFICATES
WiMAX support training, Batelco Jordan, 2007
VPN, and IPCop, training, Batelco Jordan, 2007
Communication skills course, Batelco Jordan, 2006
Technical support course, (support the customers over the phone) 2006