- Architect VMware vSphere public and private clouds in all aspects including (Networking, vSAN, HA, vMotion, DRS, Monitoring, Backup and Security). - Architect public and private managed vCloud (NGFW, IDS/IPS, VPN...) services using (Barracuda NexGen) services managed thru (Barracuda cloud ControlCenter). - Handle inter-cloud migrations/backups using (VEEAM Enterprise) and other software. - Deployment, maintenance, and administration of Linux based services and underlying infrastructure in private cloud environment. - Design and develop solutions for deploying highly secure, highly available, performant and scalable services in cloud environment. - Own all operational aspects of running Linux based services and cloud infrastructure including automation, monitoring and alerting, reliability, performance and capacity planning. - Provide Tier 2/3 support and troubleshooting to resolve service and infrastructure issues - Thinking about innovative solutions to operational problems. - Create good quality documentation. - Drive solutions and communication for production impacting incidents - Running technical projects and being responsible for project-level deliveries - Partner well with engineering and business teams across continents.

- Design and provision needed environment for Developers and testers. - Create and administer *NIX based operating systems for core services. - Administration, support and configuration of MS365, GSuite, Signnow, Smartsheet & MS Teams. - Azure VM, VMSS, Exchange, Active Directory and Networking implementation and administration. - Provide 2nd and 3rd line support to employees and customers. - Providing end-user support for PC/Mac/iPad based hardware, applications, and services. - Ensure that all project tasks are completed and meet the success criteria. - Administer and orchestrate Kubernetes in UAT and production environment. Accomplished: - Design, implement and manage Kubernetes clusters on the cloud. - Migrate core services and applications to K8s. - Convert services running on cloud VMs to micro-services.

- Deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations. - Troubleshoot and resolve all clients' problems, escalate issues to Business and Product teams. - Following up on any outstanding issues with customers to brief them on progress, status, and estimated resolution time/date. - Provide manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems. - Assist in identifying and qualifying new and potential LiveChat Support Agents from Syria. - Assist in training of new agents that are based in Syria. - Receive and respond to inbound e-mail and live chats. - Identify possible errors on Website, CSM and Mobile application. - Actively listen to the customer, taking their request for product or services. - Develop/present customer service solutions and/or suggest additional items, cross sell, up sell. - Provide information to the customer and place appropriate notes in system indicating exactly what action was taken or needs to be taken. - Provide superior customer service in a timely and efficient manner. Accomplished: - Demonstrated success with providing support and problem resolution with unfamiliar systems, software and a passion for solving problems. - Fully translated and tested company’s “eliteclub” loyalty program mobile application and website. - Coordinated team meetings that helped in spreading necessary knowledge of the product to other agents.

- Design, Plan & Install IP Telephony systems. - Provide first & second line support to customers and employees. - Receive and respond to inbound e-mail, Helpdesk tickets and live chats. - Identify possible errors and assist customers in solving this issue remotely if possible. - Actively listen to the customer, taking their request for product or services. - Develop/present customer service solutions and/or suggest additional items, cross sell, up sell. - Provide information to the customer and place appropriate notes in system indicating exactly what action was taken or needs to be taken. - Provide superior customer service in a timely and efficient manner. - Coordination, evaluation, sorting out and solving reported customer problems ensuring customer satisfaction. - Performing analysis and evaluations of technical performance and reliability of products, systems and services. - Maintenance of internal and external knowledgebase on company’s products and troubleshooting procedures. - Adhering to defined standards and measures for quality and customer satisfaction requirements and provide feedback according to SLAs. Accomplished: - Installed and configured a dozen Cisco & Avaya IP Telephony Systems. - Received and solved hundreds of helpdesk tickets from company’s customers including organizations like (UNMAS, UNHCR, WFP & Others). - Created standard configurations that achieved best voice/video network quality.

- Strategic Supervision over all network & communication operations within the company to ensure maximum cyber security in the network. - Design, implement & manage LANs, WANs internet/intranet, Voice, Wireless & APN networks. - Analyzing & developing key components using methodology prescribed techniques. - Communicating and negotiating with users, specialists, other staff and suppliers. - Network connectivity monitoring & troubleshooting. - Extract and convert SIEM data into human friendly official security reports. - Responsible for communication protocols, configuration, integration & security. - Investigate, Diagnose and Resolve all network related problems. - Implement network & application security policies. - Upgrading and repairing faults on Syslog systems, networks & peripheral equipment. - Working with multiple technical platforms. Accomplished: - Coded new solutions that increased availability and scalability by 45% to 75%, respectively. - Trained and mentored junior IT technicians in networking methodologies and best practices. - Served as a core group member in defining and prioritizing technology investments for the next years, ensuring the alignment of process, technology and business objectives. - Designed and reconstructed bank’s network security infrastructure from scratch to meet the latest working standards.

- Network and server administration. - Windows Server 2003 Enterprise Administrator. - Microsoft Exchange 2002, 2007 Administrator. - Microsoft ISA2004,TMG2010 Administrator. - Technical maintainance of all computers & network peripherals. - Official website management & maintainance. - Create & execute backup tasks. - Apply ISO 9001:2008 quality procedures in my work.

Web Sciences, Masters Degree

Information technology, Bachelor's Degree

Computer Networks, Diploma

Self Study, Virtualization

Self Study, Cloud Web Services

Self Study, Cloud Web Services

Self Study, Networking Solutions

Syrian Computer Society, Cybersecurity

telc GmbH - The European Language Certificates, German Language