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