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

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