# Abdelrahman Ghidan

Abdelrahman Ghidan is a remote worker on Himalayas, L2 Technical Support Engineer at CME, based in Egypt.

Source: https://himalayas.app/@abdelrahmanghidan

```text
L2 Technical Support Engineer at CME resolving complex software and hardware faults and improving service resolution.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Egypt |
| Authorized to work in | Egypt |
| Salary expectations | 50k+ USD |
| Job categories | Technical Support Engineer, IT Support Specialist, Network Operations Engineer |
| Skills | Technical Support, Network Troubleshooting, ITSM, Incident Management, Escalation Management, Network Security Monitoring, SD WAN, LAN WAN Design, TCP IP, Cisco Products, Zscaler, Huawei 2G 3G, Ericsson 2G 3G, ITIL V3 Or V4 Foundation, ServiceNow |

## What I'm looking for

```text
I’m seeking a senior IT support or network operations role where I can drive service quality and team performance.
```

## About

```text
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

### L2 Technical Support Engineer (current)

CME. Feb 2024 - Present

```text
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.
```

Skills: ServiceNow, Excel, Linux, MySQL, Putty, Troubleshooting, SLA-Management, Client-Communication

### Technical Support Engineer

[Orange Business Services](https://himalayas.app/companies/orange-business). Oct 2021 - Mar 2024

```text
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.
```

Skills: Network-Troubleshooting, Incident-Management, SLA-Management, Case-Management, Cross-Functional-Collaboration

### Telecommunications Engineer

HOI MEA. Dec 2020 - Feb 2021

```text
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.
```

Skills: Huawei, Ericsson, 2G-3G-Network, Network-Optimization, Project-Management

## Education

### The German University in Cairo

Bachelor of Science, Electrical & Electronics Engineering

```text
Bachelor of Science in Electrical & Electronics Engineering, completed in 2019.
```

## Tech stack

- MySQL
- Linux
- Zscaler
- Microsoft Excel
- ServiceNow
- Microsoft Word
- Microsoft PowerPoint

To contact Abdelrahman, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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