Ahlen Ompad

Alpha Data (Resource of Juma Al Majid Group of Companies)

• Providing 1st and 2nd line technical support, answering support queries via phone and email
• Monitor our customer's ADSL, T1, T3 and carrier Ethernet connections
• Troubleshoot reported outages from customers and from monitoring systems
• Check router stats from CISCO or JUNIPER carrier routers to predetermine the cause of the issue whether it's a physical issue, datalink layer issue or a routing issue
• Meet 90%-100% of client’s SLA and provide innovative ideas to simplify the process
• Work on extra admin task like DNS request, collocation assistance, and billing issues or other required task
• Remotely access DACS(Digital Access Carrier System) to check for cross connect issues on a T1, T3, and OC12 transmission rate
• Attend conference calls with client’s manager and customer’s manager to work on escalations and to stop any further escalations
• Troubleshoot physical and data link layer issues of a customer’s WAN network
• Proactively update customers regarding the status of their network and the estimated time of repair of the trouble
• remote administration and management of customer’s premise equipment

NOC (Network Operations Center) for Verizon Enterprise Solutions

• Providing 1st and 2nd line technical support, answering support queries via phone and email
• Monitor our customer's ADSL, T1, T3 and carrier Ethernet connections
• Troubleshoot reported outages from customers and from monitoring systems
• Check router stats from CISCO or JUNIPER carrier routers to predetermine the cause of the issue whether it's a physical issue, datalink layer issue or a routing issue
• Meet 90%-100% of client’s SLA and provide innovative ideas to simplify the process
• Work on extra admin task like DNS request, collocation assistance, and billing issues or other required task
• Remotely access DACS(Digital Access Carrier System) to check for crossconnect issues on a T1, T3, and OC12 transmission rate
• Attend conference calls with client’s manager and customer’s manager to work on escalations and to stop any further escalations

• Troubleshoot physical and data link layer issues of a customer’s WAN network

• Proactively update customers regarding the status of their network and the estimated time of repair of the trouble
• remote administration and management of customer’s premise equipment

• Provide technical assistance via phone, email or face-to-face in resolving queries
• Carrying out user administration and set up
• Creating and maintaining email profiles for users


• Writing progress and recommendation report to supervisor and manager
• Using remote control software tool like VNC to provide fault resolution and diagnosis
• creating and administering Microsoft Exchange accounts
• Provide training to new support engineers and basic troubleshooting training for users in every department
• Maintaining and updating Antivirus levels on all systems in the company
• Assist in purchasing of IT equipments depending on the budget provided
• Supporting 3 factories on different site of at least 300+ users
• Installing and configuring hardware, operating systems and necessary application for each department
• monitoring and maintaining computer systems and networks
• Diagnosing and solving hardware and software faults; replacing parts when necessary
• Prioritizing and/or multi-tasking on different open cases depending on effective strategy and needs
• Establishing good working relationship with other professionals in every department
• Checking network connectivity on different systems, phones, CCTVs, printers, scanners, etc; will also do the cabling if needed using different Ethernet cables

• Providing ethic customer service(timely, accurate, accommodating and will cater to every needs)

• Answer inbound calls from our customers in the US and Canada

• Troubleshoot Xbox technical issues including network and hardware related concerns

• Leads in up selling Xbox products other than technical assistance

• Meet the needs of our customer, client and our company in a timely manner