SUMMARY:

• Talented IT/Telecom industry senior professional, has the working experience to connect his organization to customers and builds effective working relationships while solving their issues, managing expectations, and leaving the customer feeling valued.
• Being a professional had Customer facing skills with experience serving B2B and End Users for more than 10 years.
• Managing data networks to ensure they operate smoothly, also improves the company’s performance through analysis of existing business problems and developing and implementation of supporting future network - system plans.
• Distinctive blend of all aspect of Telecom and IT from the bottom-up including Customer Service, Help Desk, Technical Support
• Administrator Support, Network Engineer and consulting. Worked effectively with small, medium and large size company dealing with enriches different type of Telecom/IT legacy and modern equipment’s and knowledge.

SKILL:

• Configuration Installation deploying Training Consultation Troubleshooting Problem Solving
• Process Improvement Field Support Telephone Support Remote Support Desktop Support
• Router Support Switch Support Monitoring Documentation Projects Customer Facing Skills
• Senior Management Participation Telecom Industry IT Industry Data Network Voice Network
• CME CiscoWorks IPM OmniPeek WireShark SDM GNS VMWare Windows SolarsWinds CheckPoint Juniper SSG350 Citrax NetScaler Load Balancer firewall Cisco Catalyst 2900, 3500, 35503560, 3750, 4500, 4900, 6500, 6800, 7600 Cisco IOS 1841, 2500, 2600, 2800, 3945 ASR 1000 Nexus Data Center Fiber LC, ST, SC LX SX Vlans Trunk EtherChannel VPN tunnel Wireless
• Aruba Airwave Riverbed Symbol NOC Level One Level Two Level Three Whatsupgold Websense Riverbed Wan optimization IPS HEAT ticket system CHAMP change Management system
• ASA 5505, 5520 Remedy Lotus Notes ExtraHop PRTG VISIO LEM TriGeo BomGar SecureCRT NetBrain VSAT DSL MPLS T1 DS3 ZOOM SilverPeak ACS SharePoint FortiNet PaloAlto RSA Putty

PC SKILLS: Bourne Shell programming.

Operating Systems: MS-DOS, Windows (3.XX, 95, 98, NT, 2000, XP, Vista), Linux, UNIX.

Packages: WordPerfect, Microsoft Word, MS Excel, MS Power Point, Visio, Microsoft Project.

PROFESSIONAL EXPERIENCE:

Customer Support Engineer

Confidential

Responsibilities:

• Effectively utilizes different resources to resolve issues from debugging tools and simple or moderate lab simulations to analyze problems and identify solutions with a high level of customer satisfaction.
• Continually develops working knowledge of networking products and protocols to provide first/second/third level technical support on a worldwide basis via phone, email, web and remote access in designated technology focus area.
• Shares knowledge to build relationships, and effectively troubleshoots problems both alone and as part of a team.

Customer Support Engineer IIII

Confidential

Responsibilities:

• Provides consultation to independently solve complex product and network problems.
• Provides systems/product training and intellectual property material.
• Proactively manage standards, topology documentation, configuration files, performance baselines, and capacity planning roadmaps for network infrastructure.
• Monitors network performance in order to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
• Recommends changes to improve systems and network configurations, and determine hardware or software requirements related to such changes
• Acts as a focal point for large account network problem resolution.
• Is a technical expert in at least one area.
• Effectively utilizes complex lab setups to duplicate and solve problems.
• Submits complete and correct DDTS reports in area of expertise.

Network Consultant

Confidential

Responsibilities:

• Plan and monitor network
• Configure network security and wireless access
• Prepare network for advanced services (voice, video)
• Resolve network faults, troubleshoot
• Utilize, manage and maintain network and performance monitoring tools to ensure network reliability.
• Interface daily with our Help Desk technicians and Leads and assist with LAN Ethernet, Managed Router, WiFi, e-mail, DNS, and outage investigations.
• Responsible for collecting, documenting, and analyzing customer trouble reports, and to isolate and resolve customer facing issues. responsible for troubleshooting network routers and switches to isolate the trouble and take appropriate action to resolve

Network Engineer & Administrator

Confidential

Responsibilities:

• Installation, maintenance and repairs of LAN, WAN, Datacenter networks, and internal networks.
• Maintain supporting network hardware and software.
• Monitors the network to ensure network availability to all system users and performs necessary maintenance to support network availability.
• Participate in the planning, coordination, and implementation of network security measures.
• Guide and inform clients in the operation and maintenance of their equipment as needed. Managed the advanced IP addressing and routing in implementing scalability for Network routers connected to LANs and WANs.
• Configuring Frame Relay, BGP (iBGP, eBGP), EIGRP, OSPF and IS-IS.
• Configuring Cisco switches, 802.1Q trunk, VLANs, redundancy, link fails take over.
• Configuring network client for radius server, implement security at layer 2, layer 3, layer 4, IPS, IDS, SSH and physical access.
• Configuring the spanning tree, VTP domain, and different root bridges to different VLANs.
• Implement redundant gateways with industry-standard gateway protocol.
• Configuring OSPF network, backbone area, stub, NSSA, Total NSSA, virtual link, Tunnel, and redistribution between different IGP (EIGRP, RIP, BGP, etc) routing protocols.
• Install and configuring DHCP server and services, FTP, IIS, Exchange, Microsoft Office, SNMP, NTP, MPLS, QOS, Active Directory, basic VOIP network, and basic Multicast.
• Provide hardware diagnostic, troubleshooting, and coordinate services.
• Supported server’s hardware and software. Reactive support and find resolutions for complex technical topics.

Help Desk

Confidential

Responsibilities:

• Support Microsoft products, Microsoft Office, Outlook client, windows 9x-2000-xp-Vista.
• Remote desktop support, telephone support, site support.
• Open ticket and close cases for internal support issues.

Customer Support Engineer

Confidential

Responsibilities:

• Effectively utilizes different resources to resolve issues from debugging tools and simple or moderate lab simulations to analyze problems and identify solutions with a high level of customer satisfaction.
• Continually develops working knowledge of networking products and protocols to provide first/second/third level technical support on a worldwide basis via phone, email, web and remote access in designated technology focus area.
• Shares knowledge to build relationships, and effectively troubleshoots problems both alone and as part of a team.

Senior Network Engineer

Confidential

Responsibilities:

• Ability to analyze, configure and troubleshoot large network (more than 1200 Remotes, two datacenter, 1 disaster recover datacenter)
• A technical expert in more than one area with excellent broad knowledge of networking fundamentals.
• Effective planning, prioritization and organizing skills.
• Drive for continuous learning, results orientation and teamwork.
• Building knowledge base and keep documentations up to date.
• Design and implement different network designs.
• Manage and monitor different vendors’ network devices (Cisco, Juniper, Brocade, 3Com).
• Manage and implementing different network connections (DSL, MPLS, Wireless, VSAT …etc.)
• Learning and developing new skills as keeping up with the technology.
• Communicating with all business and other departments as needed.

Customer Support Engineer

Confidential

Responsibilities:

• Ability to analyze, configure and troubleshoot medium to large networks.
• Is a technical expert in at least one area with excellent broad knowledge of networking fundamentals.
• Effective planning, prioritization and organizing skills.
• Drive for continuous learning, results orientation and teamwork.
• Utilization of an increasing understanding of Cisco business strategies and drivers to guide activities.
• Proven crisis management skills.
• Demonstrated leadership skills in small projects and teams.

Network Engineer

Confidential

Responsibilities:

• Worked on site at client location, reporting to client management.
• Worked on site at client location, reporting to client management.
• Monitor WAN & LAN data traffic using Solarwinds, Whatsupgold, command prompt, and shell prompt tools
• Monitor WAN & LAN data traffic using Solarwinds, Whatsupgold, command prompt, and shell prompt tools
• Manage WAN performance optimization, handling tickets, trouble-shooting, analyzing and revolution of whole domain at headquarter and branches.
• Meet SLAs services objectives delivery and made necessary improvements so that they can be rectified within appropriate and acceptable timelines
• Develop service monitoring resolutions, work flows on Microsoft Visio, and produced documentation to support and maintain knowledge base for network team.
• Responsible for collecting, documenting, and analyzing client trouble reports, and to isolate and resolve issues in priority manners.
• Provide the network requirements and guiding for other teams to build their projects requirements based to management directions and security team approval.
• Configuring all network devices, such as routers, switches, Blade switches. Maintain core, distribution, access layer, wireless, WAN, LAN, and other network devices health.
• Work with client vendors to complete all the network requirements.

Co-op Network Consultant

Confidential

Responsibilities:

• Worked with senior management to all the way down to grass root employees to built cohesive teams spirit with clear service delivery objectives
• Monitor LAN and telecom call and data traffic using BMC, emc and Tekelec tools
• Instrumental in performance optimization for trouble-shooting, analyzing and revolution of telecom domain
• Analyze SLAs and OLAs related to telecom services delivery and made necessary improvements so that they can be rectified within appropriate and acceptable timelines
• Develop service monitoring resolutions, work flows on Microsoft Visio, and produced documentation to support
• Responsible for collecting, documenting, and analyzing customer trouble reports, and to isolate and resolve customer facing issues. responsible for troubleshooting network routers and switches
• Installation Cisco Call Manager (CME) and configuring VOIP features

Network Engineer

Confidential

Responsibilities:

• Managed the advanced IP addressing and routing in implementing scalability for Network routers connected to LANs and WANs.
• Responsibilities include Configuring basic BGP, EIGRP, OSPF, and IS-IS as well as creating VLAN and Access Control Lists solutions.
• Created and executed detailed OSPF test plan including; election, authentication, OSPF packet types, summarization.
• Supported server’s hardware and software.
• Configuring and installing Active Directory, DHCP, DNS, IIS, and other applications.
• Responsibilities include reactive support and find resolutions for complex technical topics with external customers.

Network Administrator

Confidential

Responsibilities:

• Utilizing network monitoring
• Utilize, manage and maintain network and performance monitoring tools to ensure network reliability (SNMPc, Nagios, WireShark)
• Interface daily with our Help Desk technicians and Leads and assist with LAN Ethernet, Managed Router, WiFi, e-mail, DNS, and outage investigations.
• Responsible for collecting, documenting, and analyzing customer trouble reports, and to isolate and resolve customer facing issues. responsible for troubleshooting network routers and switches to isolate the trouble and take appropriate action to resolve

Help Desk

Confidential

Responsibilities:

• Support Microsoft products on daily basis.
• Helps company client through installation, trouble shooting, distribute alerts and assist them in resolving their technical issues.
• Remote desktop support, telephone support, and different level of communication skills.