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Alhassan Yahia

@alhassanyahia

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Tier 2 Technical Support Specialist at Optimum resolving escalated fiber, Wi-Fi, TV, and connectivity cases.

Egypt

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What I'm looking for

I’m interested in remote roles across Technical Support, Product Support, Technical Operations, Developer Support, and similar roles where troubleshooting, communication, and technical depth overlap.

At Optimum, I handle Tier 2 escalations for US residential services, including fiber internet, Wi-Fi, TV, equipment, and connectivity issues. I review case history, isolate what’s failing, and determine whether the next step is a remote fix, technician dispatch, or escalation.

I document cases in BMC Remedy/Helix and coordinate with field technicians and internal support and network teams on recurring issues and outages. I also build software and automation tools through personal projects, bringing a system-side perspective to technical problems.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Representative, Tier 2

Current

Intelcia

Feb 2026 - Present (7 months)

Provides Tier 2 technical support to Optimum's U.S. customers, handling escalated issues, coordinating with technicians, and documenting cases in BMC Remedy/Helix.

Customer Support Phone Support De escalation Issue Resolution Case Documentation BMC Remedy BMC Helix Technician Coordination Escalation Management

Current

Technical Support Representative – Tier 2

Current

Optimum

Feb 2026 - Present (7 months)

• Handle Tier 2 escalations for Optimum’s US residential services, mainly FTTH/fiber internet, Wi-Fi, TV/streaming, equipment, and connectivity issues that weren’t resolved at first-line support.

• Pick up complex and repeat-contact cases, review previous troubleshooting and visit history, isolate what is actually failing, and decide whether the next step is a remote fix, technician dispatch, or