Qudama Hammoudeh

A seasoned networking specialist with over 10 years of industry expertise.

Renowned for leveraging technology to tackle pressing business challenges.

Demonstrated proficiency in designing, troubleshooting, and overseeing vast enterprise LAN/WAN infrastructures, consistently fostering enhanced business operations and results.

Experience

Zajil International Telecom Company K.S.C ( Kuwait ISP ) | Amman, Jordan

October 2018 - Current

Network Operations Manager

Leadership & Team Management: Directed and mentored a high-performing team of 13 Network Engineers and 2 Team Leaders, ensuring alignment with the company's strategic objectives.

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Performance Management: Implemented rigorous performance evaluations, providing actionable feedback and facilitating professional growth and development.

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Staffing & HR Collaboration: Actively collaborated with Human Resources to manage staffing levels, address employee concerns, and ensure a seamless recruitment process.

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Recruitment & Onboarding: Spearheaded the end-to-end hiring process,

from interviewing potential candidates to orchestrating comprehensive training programs, in alignment with HR protocols.

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Shift Management: Managed Shift Network Controllers, offering 1st and

2nd level 24x7 support for corporate clients throughout Kuwait.

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Service Quality Assurance: Ensured impeccable support quality, focusing on timely and effective problem resolution for all clients.

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Operational Coordination: Liaised closely with partner carriers and internal operations to allocate resources and handle customer complaints efficiently.

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Service Level Management: Oversaw the strict adherence to Service Level

Agreements (SLAs), ensuring timely call closures and efficient resolution.

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Escalation & Problem Management: Promptly escalated recurring and critical issues to the Manager of Regional Customer Support & Service

Assurance in accordance with established guidelines.

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Client Communication: Maintained open channels of communication with clients, prioritizing their needs and ensuring expedited problem resolutions.

Documentation & Reporting: Managed comprehensive documentation relating to network faults and challenges, ensuring detailed and organized record-keeping.

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Information Security Compliance: Upheld strict adherence to Zajil's information security policies, safeguarding the confidentiality, integrity,

and availability of data and network infrastructure under the Network

Operations department's purview.

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Strategic Network Maintenance: Orchestrated and executed network upgrades and essential maintenance tasks during off-peak hours, such as late nights and weekends, to ensure seamless operations and minimize potential downtime.

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Zajil International Telecom Company K.S.C ( Kuwait ISP ) | Amman, Jordan

October 2013 - October 2018

Network Engineer

Client Support & Troubleshooting: Delivered advanced technical support to

Zajil Telecom's corporate clients, expertly resolving internet and data service issues across various platforms including ADSL-PPPoA, ADSLPPPoE,

SHDSL, Fiber, GPON, ISDN Voice, Wireless, and Microwave.

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Data Circuit & Fiber Expertise: Diagnosed and rectified issues related to data circuits and fiber connectivity, ensuring uninterrupted service.

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Network Analysis & Configuration: Proficiently analyzed, configured, and remediated small to large-scale networks, ensuring optimal performance and reliability.

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Connectivity Verification: Ensured seamless L1, L2, and L3 connectivity for client links, mitigating potential downtime.

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Complex Problem Solving: Demonstrated expertise in resolving network issues of varying complexities, from basic connectivity hitches to intricate network failures.

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End-to-End Troubleshooting: Employed a comprehensive approach to troubleshooting, starting from DSLAM to backbone routers and culminating at the client side.

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Device Expertise: Managed and resolved issues related to diverse Cisco and

Juniper routers, switches, and DSLAM series, showcasing versatility and broad technical knowledge.

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Ticket Management: Effectively managed trouble tickets through their lifecycle, from creation to resolution, with the capability to escalate complex cases to L-3 when necessary.

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Daily Network Operations: Addressed daily LAN and WAN connectivity challenges, ensuring seamless network operations for corporate clients.

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Physical Layer Proficiency: Demonstrated in-depth knowledge of physical layer interfaces and recognized cabling standards.

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Network Monitoring & Analysis: Utilized tools like PRTG, Nagios, and

CACTi for real-time network monitoring, efficiency evaluation, and health checkups.

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Technical Proficiencies: Showcased expertise in:

IPv4 Routing Protocols (Static, BGP, OSPF, EIGRP, RIP)

Switch Configuration & Troubleshooting (VLANs, STP, RSTP, VTP, DTP, etc.)

Network Redundancy & Availability (HSRP, VRRP, GLBP)

Essential IP Services (DHCP, ACLs, NAT, etc.)

Monitoring Systems (PRTG, Nagios, CACTi NMS).

Education

January 2012

Bachelor's Degree - Computer Engineering

Hashemite University, Jordan