Mohammad Hatahet Email & Phone Number

Jordan

Amman, Jordan

• Managing the company IT Infrastructure (Networking & Physical servers & Domain Controllers &Devices).• Manage Cloud IT infrastructure (Google workspace, Cisco Meraki, AWS, Microsoft 365).• Manage Data Centers and Creating Virtual servers and purchasing physical servers when needed.• Implementing CIS (Center of internet Security) for the domain controller and devices.• Coordinate with information security department to protect the network, servers, and devices,• purchasing the needed devices and licenses and preparing the required environment for the newemployes.• Ensuring that identity access management (IAM) following the company policies,• Competing mail migration from google to Microsoft 365,• Managing Vlans and firewall policies and switches and DNS and VPN and anti-virus (XDR).• Managing the domain users and policies and DNS records.• Perform Daily and weekly and monthly back up and test that the backups working for high availability.• Provide information security training and making sure that the employees completed the training,• Close gaps and vulnerabilities after penetration testing or after new vulnerabilities discovered,• Provide technical support for all departments,

Amman, Jordan

• Troubleshoot and resolve complex technical issues, including networking, software installation, and system configuration, and following up to solve hardware issues on clients' devices.• Handle unresolved technical issues that require follow-up from the engineering department.• Document and track clients' issues in a ticketing system, ensuring timely and accurate resolution of technical problems.• Collaborate with cross-functional teams, including engineering, product management, and customer success, to identify and resolve technical issues.• Use Root Cause Analysis to identify product hardware or software issues and solve them.• Participate in ongoing training and development to stay up to date with the latest technologies and products.• Solve financial issues (related to e-payments) with clients' accounts and devices. • Mentor and train junior support advisors, providing guidance and support to ensure team success.• Analyze the junior support advisors' weaknesses and work on developing the needed skills to achieve key performance indicators (KPIs).• Identify potential fraud transactions and forward them to the fraud prevention team.• Dispute any incorrect financial transactions found on customers' accounts.• Successfully implement COPC (Customer Operations Performance Center) standards to improve customer satisfaction, increase operational efficiency, and exceed performance targets.• Maintain high standards for compliance and customer data protection, and continually evaluate and improve processes to enhance security.