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Abdelrahman Ghidan
Looking for a jobL2 Technical Support Engineer
L2 Technical Support Engineer at CME resolving complex software and hardware faults and improving service resolution.
EgyptL2 Technical Support Engineer at CME
About
At CME, I serve as an escalation point for complex software and hardware faults, triaging and resolving issues before Tier 3 escalation. I manage the ticket lifecycle in ServiceNow and produce performance dashboards in Excel.
At Orange BusinessServices, I handled network and connectivity incidents and monitored customer network security infrastructure. I also coordinated with software development and network engineering teams to resolve systemic issues.
At HOI MEA, I configured and optimized Huawei and Ericsson 2G/3G networks, improving system efficiency and data throughput. I’m ITIL Foundation-certified and have experience with SD-WAN, Cisco technologies, and Zscaler.
Experience
L2 Technical Support Engineer
Serve as escalation point for complex software and hardware faults, reducing mean time to resolution. Manage end-to-end ticket lifecycle using ServiceNow and produce weekly performance dashboards in Excel.
ServiceNowExcelLinuxMySQLPuttyTroubleshootingSLA ManagementClient Communication
Technical Support Engineer
Handled high-volume queue of network and connectivity incidents, resolving 80%+ of cases at first contact. Oversaw real-time monitoring of customer network security infrastructure and managed case allocation and escalations.
Network TroubleshootingIncident ManagementSLA Management
Education
The German University in Cairo
Bachelor of Science in Electrical & Electronics Engineering, completed in 2019.
Bachelor of Science in Electrical & Electronics Engineering, completed in 2019.