Abdallah Abedalqader

• Monitor and support enterprise network infrastructure across multiple regions, ensuring high availability.
• Troubleshoot L1/L2 network issues, ensuring minimal service disruption.
• Configure and support FortiGate firewalls, Cisco routers, and Cradlepoint devices.
• Respond to real-time alerts, outages, and performance issues in a 24/7 environment.
• Perform initial diagnosis, root cause analysis, and escalate issues when required.
• Collaborate with field engineers to support network installations and troubleshooting.
• Handle high-volume incident tickets, ensuring SLA compliance and minimizing downtime.

• Troubleshoot and analyze network issues, implement corrective actions, and escalate to higher support tiers as required
following established escalation protocols.
• Participated in a 24x7 call-out rotation to ensure all-time support.
• Performed first and second level troubleshooting for enterprise customers
• Analyzed, configured and troubleshot small, medium and large networks.
• Troubleshot customer complaints for internet and Data services regardless of the media (ADSL-PPPoE, Fiber, GPON (FTTH),
Voice, Wireless and Microwave).
• Maintained clear documentation of support tickets, lessons learned, and resolutions using the internal knowledge base and
ticketing system.
• Collaborated with external partners and vendors to resolve escalated issues and coordinate service activations or migrations.

• Developed strong communication and problem-solving skills.
• Handled customer inquiries and provided effective resolutions.