Chouaib Khai
Alexandria,VA
Summary
Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach.
Overview
8
8
years of professional experience
Work History
Telecom Support Engineer II
Tecore Networks
Columbia Md
01.2010 - 06.2015
- Documented repair processes and helped streamline procedures for future technical support actions.
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
- Provided real-time support to everyday users of our MSC.
- Responded to assistance requests from customers and directed individuals through basic troubleshooting tasks.
- Updated software versions with patches and new installations to upgrade customers with new features.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Collected, analyzed and reported on data for use in operational planning.
- Participated in the expansion of one of Alaska’s major networks in rural areas and became the direct contact for their support. Also insured the day to day operation and performance of their network
Telecom Support Engineer I
Tecore Networks
Columbia
08.2008 - 06.2015
- Configured SIP, SIGTRAN, and SS7 links.
- Maintained positive working relationship with fellow staff and management.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Examine and evaluate event logs to find patterns in service and potential problem areas.
Software Production Specialist
Innovectra Corp
McLean
11.2007 - 07.2008
- Used company tools to digitalize and Index yellow pages.
- Modified and updated customer data bases to reflect the latest changes made to their yellow pages using SQL.
- Communicated effectively with client to maintain customer satisfaction and loyalty.
- Deployed new websites and tested new features for existing accounts before they went live
Education
Master of Science - Telecommunications
George Mason University
Fairfax, VA05.2009
Certificate - Advanced Network Protocol for Telecommunications
George Mason University
Fairfax, VA05.2009
Bachelor of Arts - Computer Science
University of The District of Columbia
Washington, DC05.2006
High School Diploma -
Lycee Lalla Amina
Meknes Morocco06.2000
Skills
- Hardware Troubleshooting
- Troubleshooting Skills
- Remote Assistance
- Technical Analysis
- Technical Support
- Programming
Languages
Arabic
First Language
English
Proficient
C2
French
Advanced
C1
Software & Programming Languages
- Java/Python/C++
- HTML
- Linux
- SQL
- Wireshark
Timeline
Telecom Support Engineer II
Tecore Networks
01.2010 - 06.2015
Telecom Support Engineer I
Tecore Networks
08.2008 - 06.2015
Software Production Specialist
Innovectra Corp
11.2007 - 07.2008
Master of Science - Telecommunications
George Mason University
Certificate - Advanced Network Protocol for Telecommunications
George Mason University
Bachelor of Arts - Computer Science
University of The District of Columbia
High School Diploma -
Lycee Lalla Amina
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