Raed R. Abaza
Amman
Summary
Senior customer support engineer with 7 plus years of experience in product fixes and troubleshooting various network technologies with global customers. A team player willing to assist customers and other team members to achieve more. Seeking a challenging career with a progressive organization that provides an opportunity to capitalize on my technical skills & abilities in Computer Systems, network engineering, and Cloud Computing.
Overview
20
20
years of professional experience
Work History
Enterprise SDWAN Team Technical Team Lead
Estarta Solutions (Cisco TAC)
Amman, Jordan
03.2023 - Current
- Use available tools to generate automated reports to monitor KPIs and come up with strategic plans with internal management team to help achieve targets
- Identify the technical knowledge gaps within the team and provide them as an input to the team manager along with the training plans to address these gaps
- Provide input to the team manager about team readiness to support certain keywords, complexity levels and priorities
- Own and provide technical training for basic and advanced for SD-WAN solution
- Encourage knowledge sharing and maintain internal escalation procedures to assist engineers before escalating and engaging further resources
- Assist in the hiring cycle by leading technical interviews and provide input to the hiring manager about the technical abilities of the candidate(s)
- Minimize the number of escalations by conducting proactive technical reviews, assisting the engineers to resolve the cases and/or by taking over the cases when needed
Senior Customer Support Engineer in SD-WAN Team
Estarta Solutions (Cisco TAC)
Amman, Jordan
02.2021 - 03.2023
- Helping Customers with the deployment of their overlay, and underlay Including deploying new devices and configuring them
- Troubleshooting issues related to vManage, vBond, vSmart, cEdges, and vEdges
- Troubleshooting connectivity issues, QoS, Templates, and policies
- Fixing problems and compatibility issues with 3rd party technologies
- Perform root cause analysis for complex problems and find solutions promptly
- Re-producing issues seen in customer's environment to file new bugs for the same
- Training and mentoring new hires
- Using debugging tools and lab simulations to recreate analyze and identify solutions to complex issues
- Experience with (routing protocols, GRE, IPSEC, NAT, ZBFW, AAR, DPI, Cflowd, SNMP, API, ACL, OMP)
Senior Customer Support Engineer in Core and Architecture Team
Estarta Solutions (Cisco TAC)
Amman, Jordan
09.2017 - 02.2021
- Mentoring Juniors and assisting them to improve technical and communications skills
- Using diagnostic tools to identify the sources of certain customer issues
- Creating technical materials and training junior members to troubleshoot customer issues
- Provided support in the form of email, phone, and Webex sessions
- Supported solutions/technologies include but are not limited to: Cisco routers and switches (ISR2k, ISR4k, ASR1k, Cat4k, Cat3k, Cat2k, Nexus, IOS, IOS-XE, NXOS)
- Network protocols:(QoS, NTP, STP, NetFlow, VRF, HSRP)
Social Worker
AL JEEL AL JADEED CLUB
Amman, Jordan
01.2005 - 12.2011
Education
Cisco Certified Internetwork Expert -
Routing And Switching / Enterprise Infrastructure
01.2024
Cisco Certified Network Professional (CCNP) -
Routing and Switching
01.2019
Cisco Certified Network Associate (CCNA) -
Routing And Switching
01.2017
Bachelor’s Degree -
In information & Computer Engineering
01.2016
Skills
- Troubleshooting network issues
- Ability to build and maintain good relationships with customers
- Highly organized and efficient
- Problem-solving
- Independent work
- Teamwork and collaboration
- Coaching and mentoring
- Excellent written and spoken English language
- Excellent written and spoken Russian language
- Work Planning and Prioritization
Personal Information
Date of Birth: 04/05/93
Expertise and knowledge
- Worked on routing protocols; RIP, EIGRP, OSPF, BGP.
- Cisco SD-WAN Solution.
- Good knowledge in Cryptography.
- Good knowledge in IPsec and GRE VPNs.
- Good knowledge in Linux.
- Good knowledge in Cloud Computing and Virtualization.
Languages
Arabic
English
Russian
Timeline
Enterprise SDWAN Team Technical Team Lead
Estarta Solutions (Cisco TAC)
03.2023 - Current
Senior Customer Support Engineer in SD-WAN Team
Estarta Solutions (Cisco TAC)
02.2021 - 03.2023
Senior Customer Support Engineer in Core and Architecture Team
Estarta Solutions (Cisco TAC)
09.2017 - 02.2021
Social Worker
AL JEEL AL JADEED CLUB
01.2005 - 12.2011
Cisco Certified Network Professional (CCNP) -
Routing and Switching
Bachelor’s Degree -
In information & Computer Engineering
Cisco Certified Internetwork Expert -
Routing And Switching / Enterprise Infrastructure
Cisco Certified Network Associate (CCNA) -
Routing And Switching