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Mohammad Abu Matar, Escalation Engineer (T3)

Mohammad Abu Matar

Escalation Engineer (T3)·Estarta

Jordan

Bachelor's degree, Computer Engineering

Work experience

Total years of experience: 10 years, 3 months

Escalation Engineer (T3)

October 2025 - February 2026

Estarta

Amman, Jordan •Remote

October 2025 - February 2026

Incident resolution involves taking ownership of the most complex and critical incidents escalated from the T2 team,
performing deep-dive analysis to deliver effective resolution, while troubleshooting coordination requires leading and
orchestrating calls during major outages; additionally, technical leadership is demonstrated by acting as a mentor for T2
engineers, and responsibilities also include conducting thorough Root Cause Analysis (RCA).
Company industry:
IT Services
Job role:
Engineering

High Touch Engineer

May 2019 - July 2025

Cisco FTS at Estarta

Amman, Jordan •Remote

May 2019 - July 2025

Working closer to the customer and alongside Cisco TAC easing the communication and expediting the troubleshooting.
Being aware of the customers environment and history to ensure a high quality level of service delivered to the
customer.
Company industry:
IT Services
Job role:
Information Technology

Customer Support Engineer

October 2015 - April 2019

Cisco TAC at Estarta

Amman, Jordan

October 2015 - April 2019

Troubleshooting major network-down situations in a customers business environment and driving them to resolution
through phone, WebEx (remote assistance), email, or chat is a key responsibility, alongside providing guidance and
support to junior colleagues. Additional duties include interviewing new hires both over the phone and in person,
serving as Shift Group Captain to organize group work, share situational judgments, and improve the quality of work
distribution, as well as acting as a New Hires Mentor to help newcomers strengthen customer communication and
develop troubleshooting skills.
Company industry:
IT Services

Education

The University of Jordan.

February 2016

February 2016

Bachelor's degree, Computer Engineering

Jordan

GPA (point): 2.84 out of 4

GPA (point): 2.84 out of 4

View attachment

Skills

CUCM (Cisco Unified Communications Manager)
Expert
CUCM (Cisco Unified Communications Manager)
Expert
CUC (Cisco Unity Connections)
Intermediate
CUC (Cisco Unity Connections)
Intermediate
UCCX (Unified Contact Center eXpress)
Intermediate
UCCX (Unified Contact Center eXpress)
Intermediate
IM&P (Instant Messaging and Presence)
Intermediate
IM&P (Instant Messaging and Presence)
Intermediate
VGW (Voice Gateways)
Intermediate
VGW (Voice Gateways)
Intermediate
CUBE (Cisco Unified Border Element)
Intermediate
CUBE (Cisco Unified Border Element)
Intermediate
SIP (Session Initiation Protocol)
Expert
SIP (Session Initiation Protocol)
Expert
WxC - DI (WebEx Calling - Dedicated Instance)
Intermediate
WxC - DI (WebEx Calling - Dedicated Instance)
Intermediate
Windows Server, Active Directory (AD)
Intermediate
Windows Server, Active Directory (AD)
Intermediate
LDAP
Expert
LDAP
Expert
DNS
Intermediate
DNS
Intermediate
Google Docs
Expert
Google Docs
Expert
Microsoft Windows
Intermediate
Microsoft Windows
Intermediate
Linux
Beginner
Linux
Beginner
C++
Beginner
C++
Beginner
SQL
Intermediate
SQL
Intermediate
SOQL
Intermediate
SOQL
Intermediate
NoSQL
Intermediate
NoSQL
Intermediate
DAX
Intermediate
DAX
Intermediate
Power BI
Intermediate
Power BI
Intermediate
Power Automate
Intermediate
Power Automate
Intermediate
Microsoft Office
Expert
Microsoft Office
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Microsoft Word
Intermediate
Microsoft Word
Intermediate
Microsoft PowerPoint
Intermediate
Microsoft PowerPoint
Intermediate
Ubuntu
Beginner
Ubuntu
Beginner
TCP/UDP
Intermediate
TCP/UDP
Intermediate
VLAN
Intermediate
VLAN
Intermediate
DHCP
Intermediate
DHCP
Intermediate
Wireshark
Intermediate
Wireshark
Intermediate
Python
Intermediate
Python
Intermediate
JavaScript
Intermediate
JavaScript
Intermediate
HTML
Intermediate
HTML
Intermediate
CSS
Intermediate
CSS
Intermediate
MongoDB
Intermediate
MongoDB
Intermediate
Java
Beginner
Java
Beginner
R Programming language
Beginner
R Programming language
Beginner
Troubleshooting
Expert
Troubleshooting
Expert
Network Troubleshooting
Expert
Network Troubleshooting
Expert
Computer Troubleshooting
Expert
Computer Troubleshooting
Expert
RCA (Root Cause Analysis)
Expert
RCA (Root Cause Analysis)
Expert
Customer Support
Expert
Customer Support
Expert
Customer Facing
Expert
Customer Facing
Expert

Languages

Arabic

Native Speaker

English

Expert

Training and Certifications

Certifications
Certified Entry-Level Python Programmer
Certified Associate Python Programmer