Customer Service A Full-Time

Ahmed Abdel-Aziz M.

Lumberton, North Carolina · 910-***-**** · **********@*****.***

Career Profile:

Experience in a Network Operations Center (NOC) environment with the strong background of networking, telecommunication and troubleshooting. Very flexible, multi-tasking with the priorities and work independently. Excellent communication and analytical skills. Proficient ability to deal with the customers and resolve their issues. Great problem solving skills and customer relation skills.

Areas of Strength

Communication Skills

Training & Instruction

Effective Leadership

Performance Improvement

Collaborative Teamwork

Transport / Data Networks

Telecommunications Technologies

Understanding of LAN/WAN

Proficient in Technical Troubleshooting

Hardware and Software

installation

Professional Experience

AAA Business Support Services Human Resources

Email: ***********@*****.*** 2018 - Present

Field Engineer / Onsite Tech Support

Provides technical assistance to computer users on site. Answer questions and or resolves computer problems for clients in person, via telephone, or electronically. Provides telecom, voice, voip assistance that includes also the use of computer hardware and software, with specificity printing, installation, word processing, electronic mail, operating systems.

Maintain, analyze, and troubleshoot hardware and software issues in an office setting (about 370 users in a data center environment) via remote, phone, email, and in-person.

Document, maintain, upgrade or replace hardware and software systems in a corporate environment.

Provides on-site and remote technical service support, installation, configuration and problem resolution in Apple / MAC / Network environments.

Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.

Proficient user of personal computer tools for word processing, decision support and communication

Proficiency in the following areas – Networking, VPN, Wireless. Customer Service, Ticketing system applications and multi-tasking

Customer service

AAA Business Support Services

Email: ***********@*****.*** 2016 - 2018

Network Control Analyst

Solving routine, standard, and critical issues of transport, data, voice, wireless and environmental systems and communicating internally and externally to the appropriate for resolution.

Identifies failing components and resolve remotely.

Coordinates field service technicians to respond to and restore services promptly according to severity.

Monitors, reports, and resolves problems for transport network and data network issues.

Monitors and responds to all applicable alarms and act as a central communications center for all telecom issues.

Centralized repair/troubleshooting/testing environment that include answering telephones, logging events in Remedy ticketing system, and providing technical support and repair coordination.

Utilize various monitoring tools, Solarwinds, NAM, BMC Event Manager, Fulvision, Prognosis, Netpoller, and more for network alarms.

Customer service via telephone and email.

Launched conference calls between different parties (vendors, Telco, and higher tiers)

Fiber optic transport, data network, microwave networks, radio systems.

AAA Business Support Services Human Resources

Email: ***********@*****.*** 2006 - 2016

Network Operations Advance Services

Chronic Investigations

Performed surveillance of applicable system monitoring (NOC) Event Management Tools. Performed initial troubleshooting, problem analysis and isolation of IT system events. Performed tracking and management of IT server system and application events to resolution. Track and supports System Change Control schedules and activities. Produce, maintains and updates written procedures. Assures implementation of all protocols is met by the team.

Strong customer service and communication skills, inbound and outbound telecommunications.

Understand the enterprise networking environments.

Experience with basic network tools (ping, nslookup, traceroute, etc).

Experience with the understanding of IP network troubleshooting.

Understanding of LAN/WAN networks.

Centralized repair/troubleshooting/testing environment that included answering telephones, logging events in a ticketing system, and providing technical support and repair coordination.

Experienced with Cisco routers, switches, access points, and VOIP devices. Also other network related products and modems.

Work in the diverse group for the repair activity of broadband and T1 circuits.

Experience in working on command line, GUI and home networking environment.

Supervise employees in order to ensure excellent basic developmental services. Coordinated all developmental care services and continued training treatment for employees on unit. Develop goals to improve overall performance standards, based on data from assessments and programming plan reviews. Conduct in-service training as needed to relay information to improve program effectiveness and outcomes.

Assures implementation of service users’ daily activity schedules.

Maintains adequate staff rations on unit and scheduling allotted hours for company’s budgeted requirements.

Ensures that employees understand all administrative directives and policies.

Investigates incidents, accidents, accusations, complaints and disturbances when appropriate.

Provides necessary Worker’s Compensation management including prompt reporting and investigation of employee injuries.

Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Manage facility operations on a rotating basis.

AAA Business Support Services Human Resources

Email: ***********@*****.*** 2000 - 2006

Computer Technician II

Performs installations, maintenance, and repair of hardware, software, and/or communications systems, and provide technical expertise for those systems.

Installs, maintains and repairs new components, equipment, communications systems, operating systems, hardware, software, network access to personal computers.

Performs preventive maintenance. Diagnoses, repairs, adjust and replace equipment.

Performs repair and maintenance of hardware and software systems, including on-site and remote user support. Troubleshoots hardware and software problems and performs corrective action.

Notify system managers of any operating problems.

Provide individual training and support on request.

Customer service

Education & Training

Mergenthaler Vocational Technical High School

State of Maryland Board of Education – Diploma #93861 Baltimore, Maryland

Towson State University BS Economics / Towson State University Masters Psychology

Canterbury University New Zealand Phd Philosophy Paranormal Psychology

IT University Cisco System: CCNA CCENT on going End User Technician Robeson County Community College / COMP TIA A+ – IT University New York / Ordained into Priesthood by Order of Melchizadek / Ordained Elder / Lord’s House No. 5 / H.O.W. Lodge 777 – Master Mason / Bishop Ordination / Ordination Senior Bishop /

References: Mehlynda Kendall 910-***-**** Fretral McRae 704-***-****

Audio-Video Interview AAA Quasi Interview: https://youtu.be/ForM9HDCAOE

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