Maha Haddad
Jacksonville,FL
Summary
To become part of a dynamic technical management team, working with new technologies in diverse locations.
Overview
28
28
years of professional experience
Work History
Anuvu
02.2009 - 02.2024
- Responsible for planning, organizing, and directing the completion of specific projects for an organization while ensuring these projects are on time, on budget, and within scope.
Service Manager
01.2001 - 02.2024
- Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and sales goals are met
- Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers
- Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory
- Setting up and maintaining a service desk and evaluating its efficiency
- Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service
- Monitoring department issues and client complaints to create methods to lessen recurring issues
- Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met
- Maintaining strong relationships with manufacturers, dealers, and sales representatives
- Helping to train new employees in company procedures
- Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.
Operation Engineer-RF
02.2020 - 02.2024
- Configuring iDirect equipment’s: NMS (building Networks in NMS, required IPed set up), iGW Set up, Line card, HUB RF and remotes
- Basic configurations and troubleshooting for HUB Cisco switches
- Configuring Map-Server for NMS Satellites listed
- Configuring CTOs (Super Micro Server), KVMs (Cat5 IP KVM Solutions TRIPP_LITE)
- Configuring NewTec modems: (MDM6K and NOP1760), and troubleshooting
- Troubleshooting issues in iDirect NMS, line cars, remotes
- Deliver a productive training to the team member with a good documentation
- Complete all the daily Task/planning/ Maintenance with efficiently.
Cruise Service Engineer
04.2017 - 02.2020
- Serve as customer and SM liaison to GSA
- SME for assigned accounts, networks, and incidents
- Ensure internal and external SLAs are met
- Perform daily proactive technical reviews of accounts and networks
- Work alongside SMs to provide weekly communications to customers
- Participate in Service Delivery Kick-off meetings
- Receive escalations from L2 for failed Service Delivery hand offs
- Provide detailed reports to customers in conjunction with the SM
- Document creation for customer specific processes
- Maintain up to date records for all customer sites and solutions
- Assist in training effort for L1 and L2 personnel
- Assurance Liaison with Service Management
Network Operations Center GSA Specialist
01.2015 - 04.2017
Network Operations Center lead technician
01.2013 - 01.2015
Network Operations Center Technician Level
01.2009 - 01.2013
- Responsible for providing response for customers served by the MTN Network
- Provide remote trouble shooting of shipboard/land fixed/land mobile/stabilized and deployed VSAT systems and terrestrial circuits
- Document all network outages and solutions in trouble ticket system
- Follow standard operating procedures for opening, escalating and closing trouble calls using management
- Training the new technician and guiding them on daily operations work.
Regional Manager
JPI Worldwide Inc
Clarkston, WA
11.2008 - 03.2008
- Manage all JPI operations sites in Africa, Afghanistan and Iraq.
Site Manager
JPI Worldwide Inc
Baghdad
07.2005 - 08.2006
- Managed Iraq operations for JPI Worldwide Inc
- Produced financial reports, trained technical support staff, managed office staff, delivered products to customers, installed and configured equipment, managed logistics.
Technical Support Staff/Office Admin
09.2004 - 07.2005
- Assisted in the development of the JPI offices in Iraq, performed both administrative and technical.
Managing assistant, Office administrator
Eagles Babylon Security
Baghdad
02.2004 - 08.2004
- For Security Company in Baghdad Iraq
- General office support, basic computer desktop support.
office assistant
Al- Majedal Computer
09.2000 - 10.2003
- Prepare general business documents, invoices, quotes, and assist with basic customer service.
Research scientist Assistant
FASIAL KASI
07.1998 - 08.2000
- On Elisa Test Lab for Plant (Potato) and Tissue Cultures technology in tissue lab
- Managed two labs researches and analyzed all the work.
Research Scientist
IPA Research Facility
08.1996 - 06.1998
- Worked on Genetic Engineering Lab for Plant (Palms, Barley, Wheat), performed scientific work on Elisa Test Lab on Plants
- Performed experiments on tissue cultures of plants in tissue lab.
Researcher
Baghdad Arboretum
09.1995 - 07.1996
- Developed agriculture plans.
Worldwide Regional Manager
JPI Worldwide Inc. JPI
Baghdad
06.2007
- Monitor all JPI sites, manage office staff, and manage JPI technical, administration and logistics stuff.
Site Manager
JPI Worldwide Inc
08.2006
- Assigned to Kampala for site development
- Responsible for staff hiring, managing accounts, develop relationships with prospects and customers, managing technical staff, developing new markets.
Education
ITIL4 Certification - undefined
2023
Worked on iDirect Operation Engineer RF:Configure Hub line cards [XLC - undefined
2017
XLC - undefined
2017
iDirect iOM and advance AiOM course - undefined
2016
undefined
2012
undefined
Intellian Antenna
2010
Antenna - undefined
SeaTel
2009
Orbit TVRO Antenna - undefined
2009
Microsoft Certified Professional - undefined
2006
Satellite Engineering Certificate, Mach Six BV – Netherlands - undefined
2005
B.S. Degree - Computer and Software Engineering
University of Technology
2003
B.S. Degree - Agriculture/ Horticulture
1995
Skills
- Skills (Rated on a scale of
- 1-10 - 10 being "guru")
- I have hands on skills with the installation and configuration of Microsoft OS's, peer-to-peer networks, Basic Cisco Routers, switches and other basic networking components I have also had much "hands on" installation/acquisition, and configuration and testing of satellite data communications systems For MTN/EMC/GEE VSAT sites and their associated networks and network components
- NetGear Routers/WAP – 7
- SeaTel, KNS, Orbit, Intellian, Sailor Antenna-9
- Cisco Routers (1721, 2600 series) - 6
- Comtech Satellite Modem - 6
- Layer2Switches-8
- Ethernet Cabling (Cat 5, 5e) - B
- Sky stream Satellite Receiver - 6
- IDirect Satellite Modem/Router – 9
- Microsoft XP desktop support - 9
- Peer-to-peer networking - 8
- Wireless Networking - 8
- VOIP - 3 Basic information
- Motorola Canopy - 5l Basic information
- Peripherals - 7
- MS Office - 9
- Tutos Program
- Alert program
- Solar Winds Monitoring - 8
- Satellite Acquisition/Configuration - B
Timeline
Operation Engineer-RF
02.2020 - 02.2024
Cruise Service Engineer
04.2017 - 02.2020
Network Operations Center GSA Specialist
01.2015 - 04.2017
Network Operations Center lead technician
01.2013 - 01.2015
Anuvu
02.2009 - 02.2024
Network Operations Center Technician Level
01.2009 - 01.2013
Regional Manager
JPI Worldwide Inc
11.2008 - 03.2008
Worldwide Regional Manager
JPI Worldwide Inc. JPI
06.2007
Site Manager
JPI Worldwide Inc
08.2006
Site Manager
JPI Worldwide Inc
07.2005 - 08.2006
Technical Support Staff/Office Admin
09.2004 - 07.2005
Managing assistant, Office administrator
Eagles Babylon Security
02.2004 - 08.2004
Service Manager
01.2001 - 02.2024
office assistant
Al- Majedal Computer
09.2000 - 10.2003
Research scientist Assistant
FASIAL KASI
07.1998 - 08.2000
Research Scientist
IPA Research Facility
08.1996 - 06.1998
Researcher
Baghdad Arboretum
09.1995 - 07.1996
ITIL4 Certification - undefined
Worked on iDirect Operation Engineer RF:Configure Hub line cards [XLC - undefined
XLC - undefined
iDirect iOM and advance AiOM course - undefined
undefined
Intellian Antenna
Antenna - undefined
SeaTel
Orbit TVRO Antenna - undefined
Microsoft Certified Professional - undefined
Satellite Engineering Certificate, Mach Six BV – Netherlands - undefined
B.S. Degree - Computer and Software Engineering
University of Technology