محمد الهياري, Senior Escalation Engineer

محمد الهياري

Senior Escalation Engineer

Estarta Solutions

البلد
الأردن - العقبة
التعليم
بكالوريوس, Computer Engineering
الخبرات
14 years, 1 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :14 years, 1 أشهر

Senior Escalation Engineer في Estarta Solutions
  • الأردن - عمان
  • أشغل هذه الوظيفة منذ مايو 2014

1. Provide technical consultation to the Manager on complaints received from the customer or the client, and suggest methods of improvement

2. Audit and review the escalations and provide technical analysis / feedback to the Manager

3. Actively work along with the Manager to meet the teams target and suggest methods of improvement in service requests handling and delivery

4. Approve/Decline an escalation to the development team.

5. Help new engineers come up the learning curve.

6- Work on complex technical problems that involves deep troubleshooting.

7. Set-up, maintain and manage the LAB for the team, and all related responsibilities

Customer Support Engineer في Cisco Systems
  • بولندا
  • نوفمبر 2014 إلى نوفمبر 2015

1- Worked with Cisco TAC vpn team in Poland for around one year . In which i provided support for The VPN products only . Mainly focused on IOS/IOS-XE/ASA vpn. Providing support for large Enterprise customers and highly escalated tickets.

2-Worked on Python programming too . Providing code module to automate problems solving and data analysis .

Senior Customer Support Engineer في Estarta Solutions
  • الأردن - عمان
  • مايو 2010 إلى مايو 2014

Provide technical support for Cisco’s products to customers and partners via the telephone and/or through e-mail.
http://www.cisco.com/global/EMEA/career/grads/positions/cse/

Responsibilities as a level III Engineer:

- Troubleshooting and resolving simple to complex network problems across a broad range of technologies for customers all over the world.

- Simulate and recreate customer’s problems and compatibility issues in labs to find the resolution.

- Provides technical guidance to TAC customers and Advanced Services.

- Dealing with escalations internally in the team.

- Acting as a mentor for newly hired engineers and being their point of contact for any matter, technical or job handing related.

- Provide basic networking, security and VPN training for the newly hired engineers.

- Provide and relay core knowledge technology and advanced technology keywords training provided by the escalation team to other team members.

- Participate in the interviewing system for hiring new TAC engineers.

- Assist in the hiring cycle by participating in technical assessment sessions, and provide input to the management on the technical abilities of the candidate(s).

الخلفية التعليمية

بكالوريوس, Computer Engineering
  • في University of Jordan
  • فبراير 2010

160 hours plan where you have to work on computer architecture and how it works. it also includes materials related to computer programming, networks, security and a vast collection of topics related to the technology market.

Specialties & Skills

Routing and Switching
Network Security
troubleshooting networks and isolate faults
analyzing packet captures and logs
Writing codes for Data Analysis
Bash scriptting

اللغات

العربية
اللغة الأم
الانجليزية
متمرّس

التدريب و الشهادات

CCNA (الشهادة)
تاريخ الدورة:
March 2010
CCIE Security #35093 (الشهادة)
تاريخ الدورة:
March 2012
CCIE Routing and Switching #35093 (الشهادة)
تاريخ الدورة:
March 2017
Certified Ethical Hacker ECC73443705455 (الشهادة)
تاريخ الدورة:
December 2016
صالحة لغاية:
December 2019
CCNP Security (الشهادة)
تاريخ الدورة:
July 2012

الهوايات

  • Soccer
    Didn't reach Ronaldo's level yet but i know how to play.
  • Programming
    Many scripts to automate my work.
  • Listening to Music
    Addicted to classic music, Take this as an example : https://soundcloud.com/swat-al-siah2/kkqwn5ou7ki7?in=mohammad-alhyari/sets/relaxing/s-kj2st
  • hacking networks
    Prefer to not to mention it here.