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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

Skills

CUCM (Cisco Unified Communications Manager)

Expert

CUC (Cisco Unity Connections)

Intermediate

UCCX (Unified Contact Center eXpress)

Intermediate

IM&P (Instant Messaging and Presence)

Intermediate

VGW (Voice Gateways)

Intermediate

CUBE (Cisco Unified Border Element)

Intermediate

SIP (Session Initiation Protocol)

Expert

WxC - DI (WebEx Calling - Dedicated Instance)

Intermediate

Windows Server, Active Directory (AD)

Intermediate

LDAP

Expert

DNS

Intermediate

Google Docs

Expert

Microsoft Windows

Intermediate

Linux

Beginner

C++

Beginner

SQL

Intermediate

SOQL

Intermediate

NoSQL

Intermediate

DAX

Intermediate

Power BI

Intermediate

Power Automate

Intermediate

Microsoft Office

Expert

Microsoft Excel

Expert

Microsoft Word

Intermediate

Microsoft PowerPoint

Intermediate

Ubuntu

Beginner

TCP/UDP

Intermediate

VLAN

Intermediate

DHCP

Intermediate

Wireshark

Intermediate

Python

Intermediate

JavaScript

Intermediate

HTML

Intermediate

CSS

Intermediate

MongoDB

Intermediate

Java

Beginner

R Programming language

Beginner

Troubleshooting

Expert

Network Troubleshooting

Expert

Computer Troubleshooting

Expert

RCA (Root Cause Analysis)

Expert

Customer Support

Expert

Customer Facing

Expert

Languages

Arabic

Native Speaker

English

Expert

Training and Certifications

Certifications
Certified Entry-Level Python Programmer
Certified Associate Python Programmer