Technical Team Leader
Estarta Solutions
مجموع سنوات الخبرة :8 years, 10 أشهر
• Engage with Cisco customers on highly impacted production networks to resolve and restore production services as soon as possible.
• Supporting customers with Cisco’s Security equipment, especially FirePOWER devices and ASA firewalls. (FirePOWER Threat Defense, ASA on FirePOWER, ASAv and FirePOWER Management Center)
• Collaborating with multiple Cisco TAC teams on complex networks to isolate and pinpoint the issue and resolve it.
• Urgently join bridges and calls that are escalated in terms of business impact and customer sentiment to reduce resolution time of the case.
• Diagnose and manage network and server issues escalated Customer Care, and other mindSHIFT groups • Perform advanced problem analysis, issue trending, and outage management
• Utilize various network tools for monitoring and testing the network and associated devices
• Managing Servers and customizing resources hosted virtually on Vmware 6.0 and above.
• Monitoring and troubleshooting full system backups for the hosted enviroment.
• Monitoring WeightWatchers servers and network operations based in New York, USA in order to keep their websites up and running. Utilized SolarWinds, vCenter and vSphere, Apica Web Performance, DBMON, Windows Servers 2003/2008/2012 and F5 Systems.
• Resolving problems under challenging time constraints either remotely or through a conference bridge with technical teams.
• Managing tickets through ServiceNow and resolving on the requests and tasks in a timely manner to achieve the target SLA for each ticket.
• Providing technical support for clients with Dell products including PCs, laptops, printers and servers.
• Performing upgrades on Dell servers, PCs and laptops such as modifying RAM, hard disk drives, graphic cards
Place of birth: Paterson, New Jersey, United States of America Current address: Princess Sumaya University for Technology, 15, Al Jama'a Street, Al-Jubeiha, Amman, Jordan Permanent address: 17, Salama S. Al-A'araj, Al-Jubeiha Amman P.O.Box 7099 Amman 11118 Jordan Telephone number 06 5240257 Cell +962797319494 Email