Service Engineer

Hosam Mohammad Ahmed

PROFESSIONAL PROFILE

Seeking a challenging position in the Information Systems industry that can utilize quality leadership, network and computer technical knowledge, outstanding organizational skills, analytical and problem solving ability, polished oral and written communications skills, looking for challenging position within a progressive organization that will utilize my technical expertise and management skills in different varieties of networking systems.

KEY QUALIFICATIONS

Being able to design, install, configure, operate, and troubleshoot medium-size to large routed and switched networks, including implementation and verification of connections to remote sites in a WAN and to implement network security, extending switched networks with VLANs in a way adapted to the firm future expansion policy.

Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.

Being able to handle manageability and flexibility of user rights from maximum restriction to total free access for workstation resources depending on user requirements to satisfy all of the users different needs for mangers, supervisors and employees.

Full understanding of concepts and technologies as Hierarchical design of internal network, Quality of Service (QOS), MPLS-VPN, Multicast networks, Network services ( DHCP, WCCP, Netflow, NTP, HSRP, VRRP, GLBP, DNS, SNMP)

Monitoring network traffic for statistical reports, periodic configuration backups of switch fabrics and routers.

Experienced concepts & through knowledge of (Static Routing and Dynamic Routing). Advanced configuration of Routing Protocols (OSPF, OSPFv3, EIGRP, RIPv2, BGP) for (TCP/IP) IPv4 & IPv6 Routed Protocols. Frame relay switching, Point to Point, ISDN Methodologies using DDR Concepts. Configuration of PPP using PAP, CHAP and MS-CHAP Protocols.

EXPERIENCE

EDUCATION

Bachelor's Degree Assuit University - Egypt 2004

PROFESSIONAL CERTIFICATIONS:

Cisco Certified Internetworking Expert Routing & Switching (CCIE R&S) – (written passed - Lab attempted)

Cisco Certified Network Associate (CCNA) - 2008

SPECIFIC EXPERIENCE

ORGANIZATION

TIME FRAME WORK EXPERIENCE DESCRIPTION

Etisalat,UAE. July 2008 - Dec 2011 Senior Technical Support Engineer, Floor Assistant

Providing preliminary and basic support for both business and home Internet customers.

Supporting variety of broadband services that span ADSL, IWAN, WIMAX, Cable and Fiber Optics technologies

Supporting Internet related services ( Virtual e-mail, Webhosting, Domain name Services )

Supporting customers by configuring customer routers and desktops in compliance with the section Service Level Agreement (SLA).

Escalating technical problems in Etisalat Network and Customer premises to the concerned departments and make the necessary follow-ups to provide appropriate solutions in a timely manner.

Providing full support to any sales enquires & provisioning issues related to Etisalat Internet services.

Back office and clerical activities and follow up with concerned teams (communicate with other sections and escalate critical issues affect our “SLA”), follow up Faxes received from customers and create complaint and escalate to concerned section .

Monitor issues / incidents to ensure resolution in a timely manner with the least impact on operations.

Monitor the effectiveness and quality of network activities against set standards.

Provided computer help desk support via telephone communications with end-users.

Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.

Measure and report on Service Desk performance on periodic bases.

Managing the team’s relationship with 2nd line support units.

Contribute to the development and implementation of Service Desk Process and Procedures.

Identify best practices in service desk management through continuous improvement initiatives.

Ensure the compliance of knowledge management and data capture processes.

Diagnosing and resolving a wide range of technical issues over the phone. Take ownership of a call and seeing it through to closure.

LANGUAGES

English: Excellent read, written and spoken

Arabic: Native

PERSONAL INFORMATION

NATIONALITY Egyptian

DATE OF BIRTH Aug 12, 1982

MARITAL STATUS Single

Address Ajman, Al Jurf

Driving License Valid UAE driving license

CONTACT INFORMATION

CELL PHONE +971-********* (UAE)

EMAIL ADDRESS ***********@*****.***

Contact this candidate