محمد فاروق حسن سليمان

• Served as Lead L2/L3 escalation engineer, providing expert support for enterprise and ISP client environments.
• Executed 24/7 NOC monitoring using Cacti and SNMP tools, effectively identifying bandwidth issues, packet loss, and service outages.
• Successfully managed and resolved over 450 incidents and service requests in a 6-month period with GLPI and osTicket, enhancing mean time to resolution (MTTR) by 35%.
• Conducted advanced L3 network troubleshooting on Cisco ASR routers, Catalyst switches, and FortiGate devices, ensuring optimal network performance.
• Transitioning into IT Support Engineer and Linux System Administrator roles, leveraging strong technical skills and CCNA certification to enhance network and system reliability.
• Passionate about technology education, aiming to contribute as a Technology Teacher and IT Instructor, fostering the next generation of IT professionals.

• Spearheaded L3 infrastructure support for HQ and over 25 branch locations, ensuring seamless connectivity for critical business systems.
• Engineered and deployed a robust SD-WAN architecture utilizing Sophos XGS 2300 firewalls and SD-RED 20 appliances, enhancing network security.
• Achieved and maintained over 99.5% uptime for retail operations, delivering swift L2/L3 support for Foodics POS and third-party delivery platforms (Jahez, HungerStation).
• Managed and fortified a network of 340+ Hikvision IP cameras and NVR systems, ensuring optimal performance and security.
• Transitioning to IT Support Engineer and Linux System Administrator roles, leveraging extensive networking knowledge and technical support expertise.
• Passionate about technology education, aiming to share knowledge as a Technology Instructor and Coordinator.

• Deployed and maintained robust Windows Server and Linux environments to enhance operational efficiency in production systems.
• Managed and optimized Active Directory, DNS, and DHCP services, ensuring seamless system access controls for enterprise users.
• Administered and secured SQL databases, implementing comprehensive backup, recovery, and integrity validation protocols to safeguard data.
• Developed and delivered engaging technical training and documentation, significantly boosting Tier 1 support resolution rates and enhancing team performance.
• Leveraged CCNA knowledge to troubleshoot and resolve network issues, ensuring optimal connectivity and performance for users.
• Collaborated with cross-functional teams to provide exceptional technical support, fostering a proactive IT environment.

• Delivered comprehensive training in college labs, enhancing students' practical skills in IT.
• Collaborated with instructors to revise and improve course content, ensuring relevance and effectiveness.
• Ensured optimal performance of lab operating systems and installed software, minimizing downtime.
• Administered tests and assessed student progress, providing targeted feedback for improvement.
• Developed and implemented lab training programs aligned with global standards, fostering a high-quality learning environment.
• Contributed to raising student performance in final exams through tailored support and resources.
• Organized extracurricular activities that enriched students' overall knowledge and engagement in technology.

• Executed operating system installations and configurations for both Windows and Linux environments, enhancing system performance and user experience.
• Installed essential drivers (Display, Network, Wireless, and Printers) to ensure seamless hardware functionality.
• Diagnosed and resolved software issues, demonstrating strong problem-solving skills and attention to detail.
• Replaced faulty computer components and upgraded hardware, contributing to improved system reliability and efficiency.
• Installed specialized software for diverse fields including Design, Engineering, Accounting, and Statistics, catering to client-specific needs.
• Provided on-call customer support, ensuring timely resolution of technical issues and fostering client satisfaction.
• Conducted preventive maintenance to minimize downtime and extend equipment lifespan, showcasing proactive IT management.
• Developed robust customer support skills, enhancing communication and technical assistance capabilities.
• Acquired comprehensive software troubleshooting knowledge, positioning myself for roles in IT Support Engineering and Network Administration.

• Delivered exceptional support to end users, ensuring efficient resolution of technical issues.
• Diagnosed and resolved network and printer-related challenges, improving overall operational efficiency.
• Conducted preventive maintenance to enhance system reliability and performance.
• Fostered team knowledge and performance through collaborative training sessions and knowledge sharing.
• Developed and delivered comprehensive training programs for users, increasing technology adoption.
• Compiled and presented detailed reports to project managers, facilitating informed decision-making.
• Achieved a significant decrease in support response time, enhancing user satisfaction.
• Streamlined preventive maintenance processes, contributing to improved system uptime and reliability.