Ahmed Saeed

Result-driven IT technical support with over +5 years of hands-on experience across the technical support and Telecommunication domains, including working as serves disk and act as intermediate between the clients (customers) and the venders. network operations center (NOC) monitoring, reporting and Incident management, and full support time customer-facing technical Issues.

Proven

Experience in troubleshooting on NOC environments, monitoring and coordinate with the teams for quick resolution, in addition to Hardware and software troubleshooting and IT service management. Certified in ITIL Foundation in IT service management with strong knowledge of incident handling and end-user device configuration. Excellent communication and interpersonal skills with a customer for technical support.

Technical support Engineer at Vodafone Qatar (2024-02 – 2026-01)

Provide on-site and remote technical support to and users, including staff, project teams and authorizer. Support systems as ticketing platforms and access control. Install, configure, and maintain IT infrastructure with ITIL compliance.

• Provide on-site and remote technical support to and users, Including staff, Project teams and authorizer.
• Support systems as Ticketing platforms, access control such as ManageEngine, Active directory
• Install, configure, maintain desktops, laptops, printers, scanners and also mobile devices.
• Assist with user account management, access and systems permission by the security policies.
• Maintain compliance with ITIL service standards with SLA achievements
• Ensure compliance with IT security, data, protection, and operational standards.
• Prepare and maintain reports for incidents, solutions, system configurations and user guides.

Operational Engineer (Technical Support Engineer) at Oxygen ICT Solutions (2022-08 – 2023-03)

Diagnose and resolve hardware, software and network issues for clients or internal teams. Perform root cause analysis for complex problems and manage customer tickets.

• Diagnose and resolve hardware, software and network for clients or internal teams
• Perform root cause analysis for complex problems
• Communicate with users via phone, email or live chat to gather information and provide assistance
• Troubleshooting of LAN/WAN, switches, Routers and VOIP systems
• Escalate unresolved issues to higher engineers' teams
• Manage customer tickets via service now and reduce SLA compliance.

Field Engineer at Shabakat Systems Dynamic CO.LTD (2021-07 – 2022-07)

Perform installation, commissioning and integration of RF systems including BTS, eNode B, and small cells. Optimize RF parameters and perform troubleshooting. Configure and maintain microwave links and antenna systems.

• Perform installation, commissioning and integration of RF system including BTS, eNode B, and small cells
• Optimize RF parameters and perform troubleshooting to resolve performance issues
• Analyze SINR, RSSI, RSRP/RSRQ and RSRQ
• Support frequency planning, antenna alignment and tilt adjustments (electrical & mechanical)
• Configure and maintain microwave links, SDH/PDH, DWDM and Ether/IP, V Lan tagging (link aggregation)
• Antenna system installation (small cell & DAS) feeder cable routing and connector termination.
• interface with NOC, core network and planning teams for integration and troubleshooting
• perform on-site software upgrade and hardware expansion (XPIC, L21)
• End to end RF deployment of 2G,3G,4G LTE and 5G NR networks

NOC (SOPs) Engineer at Shabakat Systems Dynamic CO.LTD (2021-01 – 2021-06)

Monitoring telecom infrastructure using tools like WFM, SDM. Detect alarms and outages across networks and respond to incidents in real-time.

• Monitoring telecom infrastructure using tools like WFM, SDM
• Detect alarms and outages across networks (BTS, BSC, MSC, all cabinets equipment)
• Respond to incident or alarms in real-time and reduce down-time as possible
• Coordinate with field teams or higher tier support
• Monitor KPIs like drop rate, hand over success rate, throughput.
• Create Daily/weekly performance and incident reports
• Quick response for incident base on the alarms category

Bachelor Degree in Technology - Electronics and Communication Engineering – Jawaharlal Nehru Technological university (2016 – 2020)