Mena Awed
Sr. Technical Support Engineer
Noblesville,IN
Summary
Technical Support engineer and IT professional with over 14 years of experience in technical support, system administration, and IT infrastructure management. Expertise in cloud technologies, networking, automation, storage solutions, and troubleshooting. Skilled in systems and smart solutions. Strong communication, leadership, and collaboration abilities.
Overview
11
11
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Senior Technical Support Engineer Tier III
Exacq Technologies - Johnson Controls
04.2019 - Current
- Collaborated with IT and engineering teams to deliver business solutions, ensuring seamless integration and efficient issue resolution.
- Conducted user troubleshooting, delivered training, and created knowledge base documentation for team and stakeholder support.
- Automated workflows using scripting, reducing resolution times by 30% and enhancing operational efficiency.
- Designed and deployed lab environments for cloud migration testing, issue replication, and QA/UAT.
- Supported software integrations, including AD/LDAP, PostgreSQL, and iSCSI targets.
- Managed and optimized RAID, NAS, and SAN storage solutions.
- Provided advanced networking support, including VLAN, VPN, and firewall management, using tools like Wireshark and TCPdump.
- Deployed and managed containerized applications with Docker and Kubernetes to ensure scalability and availability.
- Configured and optimized Linux servers for high-performance applications, leveraging syslog, journalctl, and auditd for diagnostics.
- Conducted root cause analysis to improve system stability and implemented corrective actions.
- Enhanced efficiency by developing and maintaining support documentation and best practices.
- Delivered Tier-3 support and SME guidance to internal and external customers, leading junior engineers in high-quality service delivery.
Owner & Coordinator
Ultra-Systems
01.2016 - 11.2018
- Expanded business offerings to include advanced security and infrastructure systems
- Managed IT operations, including network infrastructures, security systems, and mobile app support
- Configured and maintained routers, switches, and wireless networks for optimal performance
- Developed and maintained customer relationships, negotiating contracts and SLAs
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
System Administrator
A.P.L Schools
10.2013 - 01.2016
- Implemented Domain Controller environment, migrating from a workgroup setup
- Designed IT infrastructure for a new school, incorporating advanced security systems
- Configured and managed LAN/WAN environments and troubleshooting connectivity issues
- Managed virtualization environments and automated deployments using VMware vSphere
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
Education
Bachelor’s Degree - Law
Bani Swaif University
Skills
TCP/IP
DNS
DHCP
VLAN
VPN
Firewall Management
(OSPF, BGP)
AWS
Azure
RAID
NAS
SAN
S3
Data Migration
Bash/Shell Scripting
Docker
Linux (Ubuntu & RedHat)
Windows Server
MacOS
Wireshark
Docker
Office 365
Putty
WireShark
TCPdump
Strong communication and negotiation skills
Leadership and teamwork abilities
Effective under pressure and tight deadlines
Analytical problem-solving and innovative thinking
Application support
Remote support
Customer support
Virtualization technologies
Certification
CCNA 200-125 (Cisco Certified Network Associate Routing and Switching)
Accomplishments
- Documented and resolved server downtime issues, which led to a 20% increase in system uptime and improved user satisfaction.
- Achieved 30% faster ticket resolution times through effectively helping with workflow automation and script development.
- Collaborated with a team of 5 engineers in the development of a containerized microservices architecture using Docker and Kubernetes.
- Achieved seamless cloud migration by completing virtual environment testing and deployment tasks with accuracy and efficiency.
Timeline
Senior Technical Support Engineer Tier III
Exacq Technologies - Johnson Controls
04.2019 - Current
Owner & Coordinator
Ultra-Systems
01.2016 - 11.2018
System Administrator
A.P.L Schools
10.2013 - 01.2016
Bachelor’s Degree - Law
Bani Swaif University