Support Engineer Technical

Hussein Abou Zarqa

E: ******@*****.***

M: 919-***-****

Objective

Seeking a professional and challenging position in the Triangle area of North Carolina, eager to apply strong problem-solving, communication, and technical skills to contribute to a growing organization in any industry.

EDUCATION

Bachelor of Science, Electrical Engineering Technology, Bluefield State College, Bluefield WV USA, 1994

Associate of Electrical Engineering Technology, Bluefield State College, 1994

PROFESSIONAL EXPERIENCE

Apex Systems, Cary NC, 03/01/2020 to 12/30/2021

System Management Engineer/Network Support Engineer (Contact with Verizon)

Coordinated and directed activities for the UPS upgrade project, replacing all UPS systems at California correctional facilities.

Led project efforts as the Subject Matter Expert (SME) and Coordinator for the CCHCS UPS upgrade initiative.

Managed project command and control, ensuring smooth execution across multiple prison locations.

Collected and analyzed data snapshots of switches before and after UPS installation to identify hardware defects and network errors.

Coordinated upgrade activities with the Verizon Network System Center, ensuring seamless integration.

Provided regular project status updates to Verizon leadership and external customers.

Transitioned to a Tier 1 Network Support Engineer position in March 2021 after the successful completion of the UPS upgrade.

Handled event management, alarm analysis, and troubleshooting of network hardware, including switches, routers, access nodes, and UPS units.

Tested and diagnosed issues with T1 and T3 circuits and reported failures to local exchange carriers.

Utilized ETMS to open and track trouble tickets for network issues and coordinated vendor dispatches for repairs.

Isolated and tested physical-level circuit issues using Verizon tools, Telco Local Loop, and customer in-house wiring.

Troubleshot and repaired hardware issues in customer WAN/LAN environments.

Communicated outage notifications, escalations, and status updates to customers via phone, email, and ticketing systems.

Provided clear and concise status updates to management and team members using Jaber, Slack, and email.

Apex Systems, Cary NC, 01/16/2018 to 06/11/2019

Network Support Engineer (Contract with Verizon)

Proactively monitored network links and switch elements using Verizon Network Management systems.

Followed established procedures and policies when responding to network alarms and events.

Performed initial trouble triage, including fault isolation, and escalated issues as needed.

Provided Tier 1 technical support, including trouble ticket management, flash notification handling, and escalation management.

Effectively communicated technical information and status updates to customer service centers, technical support teams, and Verizon management.

Demonstrated strong verbal and written communication skills to clearly convey status updates and work activities.

Managed event handling, alarm analysis, ticketing, outage notifications, call handling, escalations, and ensured customer priority.

Troubleshot and resolved voicemail and SS7 link issues from switching technologies, collaborating with technical support and internal transport teams.

Provided technical support for various equipment and technologies, including Genband, Sonus, Lucent, Ericsson, Alcatel, Tekelec switches, and STP technologies.

Utilized internal systems (IMPACT, VRepair, OASIS, MASTARS) and demonstrated knowledge of routing protocols, processes, and company policies.

Demonstrated fundamental knowledge of operational procedures and performed effectively in a fast-paced environment while adhering to established guidelines.

Strong organizational, teamwork, and multi-tasking skills.

Health Authority – AL Rahba Hospital, Abu Dhabi UAE, Feb 2007 to DEC 2016

Facility Manager/Project Manager (Under the management of Johns Hopkins)

Reported to: Engineering Department Manager Team: 100+ including electrical engineers and technicians

Supervised maintenance of hospital electrical systems and execution of projects contributing to smooth hospital operations.

Reviewed electrical engineering plans, specifications, designs, circuit diagrams and cost estimates for power generation and related electrical systems.

Prepared and implemented preventive and routine maintenance schedules for main electric power sources, 11 KV/415 V transformers, distribution boxes (MDBs and SMDBs), lighting, generators and UPS’s. Provided technical support for operation of the systems.

Managed execution of electrical projects assuring completion on time, within budget fulfilling project scope.

Secured required permits for projects and operation of electrical systems.

Sustained excellent working relations with field crews, contractors and vendors.

Established a system of daily check-up reports and monthly preventive maintenance tests of electric generators and UPS’s ensuring reliability and availability as and when required.

Ensured execution of works in sensitive areas of the hospital with minimal disruptions to routine operations.

Studied and completed reports and estimates for 11 proposed projects in one and a half years.

Selected and awarded as the Best Engineer of the Year.

Nortel, Research Technology Park, NC USA, May 1994 to Dec 2007

Team Manager/ Network Management Tier1&2 Support Engineer, Oct 1998 to Dec 2007

Reported to Senior Manager

Monitored network performance and generated reports highlighting areas of concern to the HO.

Utilized Remedy to open tickets for every alarm explaining the failure, action to fix the trouble.

Responsible for monitoring and troubleshooting Central Office equipment (DMS 100/200/250/500), Fiber Optic networks (SONET, SDH, DWDM, OC48 and OC192), Wireless connections and trunking routes, SS7.

Supported field technicians at various locations in troubleshooting and resolving equipment, network, and system issues.

Implemented measures which improved performance of the Central Office for telecom networks and minimized failing alarms.

Team Lead of 25 engineers and technicians in different states of USA

Led, managed, and directed shift activities of the Network Management Centre, determining and documenting customers’ product/network service requirements and ensuring fulfilment of customer expectations.

Made presentations on performance and progress to senior management and represented department in discussions with other departments.

System Test Engineer, May 1994 to Oct 1998

Reported to: Team Manager and Senior Manager Team: 10 technicians

Looked after testing and validating of wired switching frames including software and protocols for the company’s Central Office digital switching systems ensuring specifications and quality of systems delivered to clients.

Data General, Jan 1996 to Nov 1996

System test technician

Testing Data General Storage Systems (Avions and Clarions) Peripheral’s before shipping to customers. Testing includes hardware checking, cabling, and testing the downloaded software and the functionality of the system by using UNIX based testing software.

Bluefield State College, Aug 1991 to Apr 1994

Instructor, Helper/Tutor

Aassisted in teaching Circuit Analysis, Electronics, Physics and Mathematics

SOFTWARE

TACACS

SLACK

Cisco Jabber

TTI NETRAC Performance Management Solution

Remedy (generates trouble tickets)

MapInfo Professional

TEMS Wireless Network Testing Tool

Exceed

Citrix Client/OSS

OMCR

Ericsson WinFIOL

MS Office

Outlook

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