Ahmed Alkayal
Plainsboro
Summary
Dedicated and detail-oriented Field Technician and Network Support Specialist with hands-on experience installing, configuring, and maintaining advanced fiber optic and networking systems. Proven ability to diagnose and resolve complex technical issues, enhance system performance, and deliver outstanding customer service. Strong background in LAN/WAN, router and switch configuration, and fiber installation. Committed to operational excellence, safety, and continuous improvement.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Field Technician
Optimum
06.2023 - Current
- Operated and maintained field equipment to ensure optimal performance and reliability.
- Conducted routine inspections and troubleshooting to identify and resolve technical issues efficiently.
- Collaborated with cross-functional teams to coordinate service schedules and enhance customer satisfaction.
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Communicated with customers to provide updates, gather information and resolve issues.
- Installed and maintained cable systems for residential and commercial clients.
- Optimized system performance thorough testing and analysis.
- Boosted overall network capacity with strategic placement of amplifiers, splitters, filters, taps during installation projects.
- Operated fusion splicing equipment to connect coaxial cables with precision.
- Installed and terminated fiber optic cables in residential and commercial settings.
- Conducted system testing to ensure optimal performance and reliability of fiber optic networks.
- Diagnosed and resolved technical issues related to fiber optic installations and maintenance.
- Installed, configured, and maintained a variety of networking equipment and software systems.
- Conducted routine maintenance checks to ensure optimal performance of internet services.
- Provided technical support and training to clients on internet usage and troubleshooting techniques.
- Configured routers and switches to optimize network performance and security.
- Installed cabling, wireless routers, and telephone systems for data communications networks.
- Ran cabling and installed data drops for new node installations.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
Technical Support Representative
Vodafone
02.2021 - 11.2022
- Resolved customer inquiries through multiple channels, enhancing user experience and satisfaction.
- Diagnosed technical issues using troubleshooting tools, providing timely solutions for clients.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Provided technical support to end-users via phone, email, and chat, resolving issues efficiently.
- Monitored system performance metrics to identify trends and recommend proactive solutions.
- Collaborated with cross-functional teams to develop strategies for improving IT service delivery and user experience.
Education
Bachelor of Management And Information Technology -
King Marriott Academy
Alexandria, EGY05-2019
Skills
- Network troubleshooting
- Remote support
- VPN configuration
- Wireless networking
- IT documentation
- System administration
- Ticketing systems
- Network configuration
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Microsoft windows and office
- Multitasking
- Reliability
- Excellent communication
- Active listening
- Relationship building
- System testing
- Cabling infrastructure
- LAN and WAN management
- VoIP systems
- IP addressing
- Computer skills
- Routing protocols
- Switching technologies
- TCP/IP protocol
- Microsoft office 365
Certification
- Certified CCNA
- N+
Timeline
IT Field Technician
Optimum
06.2023 - Current
Technical Support Representative
Vodafone
02.2021 - 11.2022
Bachelor of Management And Information Technology -
King Marriott Academy