Abdelrahman Ghidan
@abdelrahmanghidan
L2 Technical Support Engineer at CME resolving complex software and hardware faults and improving service resolution.
EgyptWhat I'm looking for
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
Work history, roles, and key accomplishments
L2 Technical Support Engineer
CME
Feb 2024 - Present (2 years 9 months)
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.
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.
Telecommunications Engineer
HOI MEA
Dec 2020 - Feb 2021 (2 months)
Achieved 30% improvement in system efficiency by configuring and optimizing Huawei and Ericsson 2G/3G networks. Delivered 50% increase in data throughput and service reliability by implementing network enhancement plans.
Education
Degrees, certifications, and relevant coursework
The German University in Cairo
Bachelor of Science, Electrical & Electronics Engineering
Bachelor of Science in Electrical & Electronics Engineering, completed in 2019.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Salary expectations
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