Jihad Smidi

About Jihad Smidi

Experienced Voip and Network Engineer with a demonstrated history of working in the…

Experience

1. Network Operations Engineer

   Telesystem

   Apr 2022 — Present

   Troubleshooting: TCP/IP Networking, Routing and Switching, MPLS Layer 2 (VLAN) and Layer 3 Networking. ·Working with outsourced field technicians remotely to activate and troubleshoot customer premise equipment including: Routers, Switches, Voice Gateways, SD-WAN appliances, Firewalls, Paging Equipment, and other customer premise equipment as required. ·Repairing necessary moves, adds, changes, and deletions that have been escalated as they could not be handled by Customer Care support staff. ·Verifying that basic troubleshooting steps were followed, according to documented processes, before escalation. ·Assisting Customer Care staff in handling escalations and ensuring that they retain ownership and remain involved until the problem is fully resolved. ·Providing support and education to Customer Care staff following to facilitate direct resolution without escalation for future events. ·Helping provide ongoing training for Customer Care staff to ensure that proper troubleshooting steps are followed prior to escalation. ·Updating diagrams and documentation following changes made as a result of a repair or moves, adds, changes, and deletions and all documentation remains current and accurate. ·Relaying escalations to other members of the engineering team following process. ·Taking ownership of the customer issues to ensure satisfactory resolution of the problem. ·Ensuring that changes requested by the customer during implementation are given to sales and addendums signed before any services are changed. ·Supporting the activation of products and services in cooperation with Implementation Managers when services are “turned up”. ·Provisioning equipment for scheduled installations. ·Implementing change requests for customers including working with the following technologies: TCP/IP Networking, Routing and Switching, MPLS, Layer 2 (VLAN) and Layer 3 Networking, IPS, Single Sign-On, 802.1x, VPN.

Skills

• Voip
• Powerpoint
• Cti
• Data Analysis
• Routers
• Project Management
• Technical Support
• Computer Hardware
• Broadworks
• Ata
• Broadsoft
• Help Desk Support
• Leadership
• Software Installation
• Hosted Stations
• Esbc
• Voice Over Ip (Voip)
• C++
• Java
• Iperia
• Linux
• Microsoft Powerpoint
• Hardware
• Microsoft Word
• Telecommunications Engineering
• Customer Service
• Html
• Microsoft Excel
• Team Leadership
• Javascript
• Metaswitch
• Information Technology
• Windows
• Sql
• Loki
• Mac Os
• Analysis
• Sonus
• Microsoft Office