Huthaifa Smadi Email & Phone Number

Jordan

Amman, Amman, Jordan

Amman, Jordan

Amman, Jordan

Alrabieh 11953 Amman Jordan

•Analyze and respond to security threats from Firewall (FW), Intrusion Detection Systems (IDS), Intrusion Prevention Systems (IPS), Antivirus (AV), Advance Threat Protection (ATP) and other security threat data sources. •Configure, manage, and upgrade FW, IDS, Anti-Spam, ATP, IPS, WAF and a wide variety of other security products/appliances.•Troubleshoot equipment and network and security problems and to open and track TAC cases through to problem resolution.•Respond in a timely manner (within documented SLA) to support, threat and other cases •Assist the Customer to develop and enhance Network Operating and Equipment Operating Procedures.•Review HLD/LLD/NIP and share comments and recommendation with design team.•Working closely with customers on the technical requirements to provide technical solutions – Pre-sales Project proposals, Project Visio layouts, Project plans, Scope of work.•Technical write-ups for RFP/RFI/RFQ proposed designs and presenting customer facing presentations.

Amman Governorate, Jordan

▪ Manage and Configure all Network products, firewalls, switches, and most of security solutions.▪ Monitor systems for any anomalies, proper updating, and patching.▪ Actively protect state information technology assets and infrastructure from external or internal threats and ensure that the state complies with statutory and regulatory requirements regarding information access, security and privacy.▪ Work closely with other departments to analyze requirements and solve Problems.▪ Assist the end-user, other IT professionals, and external customers in requesting security variances and implementation of subsequent configuration change requests.▪ Coach and guide Service Desk and Desk Side Support technicians in their incident response, directing incident first responder actions, and appropriately escalating issues.

Amman

My main responsibilities are: ▪ Work closely and provide direct technical email and phone support to our customers globally▪ Recommending corrective actions based on gathered data and its analysis▪ Running real-time phone or remote access sessions with customers▪ Analysis of support requests; completion of requests for information and documentation▪ Collection, analysis and change recommendations of configuration information▪ Collection and analysis of customer network information▪ Collection and initial analysis of packet trace information▪ Customer education (gaps in networking, product knowledge etc.…)▪ Consultation of technical documentation, bulletins and release notes for known problem▪ Reproduction of customer environments on lab equipment▪ Follow up technical cases, escalate, and manage the right expectation until the closure of thecases▪ Provide knowledge transfer to peer engineers.

Amman - Jordan

Through this position I engaged customers through both the telephone, web ticketing, and web chat systems for both technical and customer service roles. I supported both our technical support and professional services teams. I delivered an enhanced level of professional customer service that met and exceeded expectations while building client trust, respect and developing strong client relationships. I worked with management to implement and standardize processes , I fill reports regarding product problems, researching technical issues ,managing and processing customer orders, walking customers through solutions, documenting troubleshooting and problem resolution steps and learning about product updates and new technologies.

Bachelor Of Computer Information System (Cis), Computer And Information Systems Security/Information Assurance

High School Diploma