Network Engineering & Troubleshooting
Expert in diagnosing and resolving complex network issues, managing Cisco Meraki infrastructure, and ensuring optimal performance for enterprise operations with 95% first-call resolution rate.
About Me
Network Engineer | Infrastructure Specialist | Cloud-Ready Professional
IT professional with 3+ years of dedicated network engineering and technical support experience, complemented by 4+ years of international client coordination that developed exceptional communication and problem-solving skills. Currently supporting 300+ McDonald's locations across Saudi Arabia through advanced L1–L2 troubleshooting and infrastructure management.
Proven expertise in network infrastructure, system administration, and enterprise technical support, with recent cloud certifications demonstrating commitment to expanding skillset to meet industry evolution. Known for cross-cultural communication, rapid problem resolution, and continuous professional development.
My Goals
As an experienced network professional building cloud capabilities to stay ahead of industry trends, I aim to leverage my solid IT foundation and emerging cloud skills to drive innovation and efficiency in modern infrastructure environments. I'm committed to continuous learning and professional growth, positioning myself for the evolving landscape of network and cloud integration.
What I Do
Infrastructure & System Administration
Skilled in managing enterprise systems, Windows Server environments, and maintaining critical IT infrastructure. Experience with distributed network management across 300+ locations.
L1-L2 Technical Support
Providing comprehensive technical support for diverse systems including POS, digital menu boards, and retail technology systems. Consistent achievement of SLA targets with 20-40% above standard performance.
Cloud Technologies (Emerging)
Building cloud infrastructure expertise through Google Cloud Platform certification. Developing skills in compute engines, VPC networks, and cloud monitoring to prepare for industry evolution.
Work Experience
Network Engineer – McDonald's Support Project
iSolution, Riyadh, Saudi Arabia
Jun 2023 – Present (2+ years)
- Deliver 24/7 remote L1/L2 technical support for 300+ McDonald's stores, ensuring operational continuity and resolving an average of 20-30 daily incidents
- Diagnose and resolve complex issues on Cisco Meraki (MX/MS) routers and switches, addressing WAN failures, VLAN configurations, and connectivity problems
- Troubleshoot critical in-store technologies including POS systems, digital menu boards, drive-thru timers, and kitchen video systems
- Manage incident lifecycle via ServiceNow ticketing system, maintaining comprehensive diagnostic documentation
- Collaborate with cross-functional teams on system upgrades and infrastructure improvements
95% First-Call Resolution
20-40% Above SLA Targets
300+ Locations Supported
Visa Coordinator
Alsafeer Worldwide for Travel & Tourism, Djibouti
Jan 2021 – Dec 2022 (2 years)
- Managed end-to-end visa processing workflows for 50-70 clients per month, coordinating with multiple embassies
- Served as primary company liaison to embassy staff, ensuring seamless coordination and timely approvals
- Developed strong administrative, project management, and international communication skills
99% Client Satisfaction
50-70 Monthly Cases
Technical Support Specialist
Alsafeer Worldwide for Travel & Tourism, Aden, Yemen
Jan 2020 – Dec 2020 (1 year)
- Provided comprehensive IT support for office operations, resolving hardware, software, and network connectivity issues
- Installed, configured, and maintained operating systems (Windows, macOS), printers, and networked devices
- Maintained high system uptime and optimized office technology infrastructure
95% System Uptime
Healthcare Facilitator
Fortis Healthcare Limited, New Delhi, India
Jan 2018 – Nov 2019 (1 year 11 months)
- Coordinated comprehensive support for 400+ international patients, managing complex logistics and communications
- Served as interpreter and liaison between medical teams and international patients
- Ensured strict compliance with hospital policies and data privacy regulations
400+ Patients Supported
My Education
Bachelor of Science in Information Technology
Lebanese International University, Aden, Yemen
Graduated: February 2016
GPA: 3.81 / 4.00 – Graduated with Honors
Completed a comprehensive program covering network infrastructure, system administration, programming, database management, and IT security fundamentals. The curriculum provided a solid foundation in both theoretical computer science concepts and practical IT implementation skills.
Key Areas of Study:
- Network Infrastructure & Administration
- System Administration & Server Management
- Database Design & Management
- Programming & Software Development
- IT Security & Risk Management
- Project Management & Business Analysis
My Certifications
Google Cloud Certified Associate Cloud Engineer
ID: e03bba025d144f21992388bc567b5974
Valid: Jun 2025 – Jun 2028
Skills: Compute Engine, VPC Networks, Cloud Storage, IAM, Cloud Monitoring
McKinsey.org Forward Program
Completed: Jul 2025
Focus: Problem-solving, Communication, Leadership, Digital Skills
Skills: McKinsey Approach, Adaptability, Professional Development
Fortinet Certified Associate Cybersecurity
ID: 3144872105YM
Valid: April 2025 – April 2027
Fortinet Certified Fundamentals in Cybersecurity
ID: 6166593137YM
Valid: April 2025 – April 2027
Cisco Certified Network Associate (CCNA)
ID: CSCO14686410
Valid: Jul 2024 – Jul 2027
Microsoft Certified Solutions Associate (MCSA)
Specialization: Windows Server 2012
Issued: Mar 2017
My Skills
Network & Infrastructure
Network Troubleshooting (L1/L2)
Cisco Meraki (MX/MS)
LAN/WAN Management
TCP/IP, DNS, DHCP, VPN
Systems Administration
Windows Server
Active Directory
Windows 10/11
Print Server Management
Technical Support
Incident Management (L1/L2)
ServiceNow / ManageEngine
Remote Support Tools
Root Cause Analysis
Cloud Technologies (Emerging)
Google Cloud Platform (GCP)
Compute Engine & VPC
Cloud Storage & IAM
Cloud Monitoring
Cybersecurity
Network Security
Threat Landscape Analysis
Security Best Practices
Compliance & Data Protection
Professional Memberships
Saudi Council of Engineers
Member since March 2024 | ID: 1015163
My Volunteering
Community Mobilizer
Mayar Foundation for Development
Apr 2015 - Aug 2015
Volunteered during the conflict period to support Internally Displaced Persons (IDPs) in affected regions.
Key Contributions:
- Conducted field surveys and assessments to identify displaced families and individuals
- Registered and documented IDPs for aid distribution and shelter planning
- Assisted in the distribution of food, hygiene kits, and essential supplies
Impact: Helped hundreds of displaced individuals access critical support during emergency conditions.
Volunteer
Mercy Corps Yemen
Social Services
Participated in local initiatives to improve environmental hygiene and community awareness.
Key Activities:
- Promoted environmental cleanliness and personal hygiene practices in underserved neighborhoods
- Engaged in a community-led cleanup campaign to raise awareness and encourage public responsibility
- Supported Mercy Corps' mission to empower local communities through education and action
Contact Me
Location
Riyadh, Saudi Arabia