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)
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)
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)
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
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
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