Mohammed Ismaiel Abdallah Saad

– Provided 24/7 NOC support as a first responder, managing diverse network and IT infrastructures. Maintained at least 98% ticket accuracy and ensured uninterrupted service for enterprise and telecom clients through effective multi-channel incident triage. – Applied ITILv4 best practices in incident management, maintaining a mean time to acknowledge of 15 minutes or less for critical events, and achieving over 99% SLA compliance through efficient escalation. – Optimized incident resolution by performing expert L1 and L2 triage for network incidents, accurately routing at least 90% of tickets on the first attempt. Reduced reassignment loops and improved cross-team efficiency by over 15%. – Led end-to-end management of major incidents, coordinating bridge calls that reduced mean time to resolve recurring issues by 18%. Supported root cause analysis and improved knowledge base articles and runbooks. – Led process optimization projects using trend analysis, increasing first contact resolution by 5% through better documentation and workflow improvements.

– Maintained 99.9% uptime by directly overseeing continuous LAN and WAN monitoring and maintenance activities. Personally utilized SolarWinds and PRTG to proactively track performance, latency, and throughput, ensuring compliance with critical availability SLAs. – Independently managed the complete incident lifecycle for network alerts and outages in accordance with ITIL v4. Consistently resolved all assigned issues within or ahead of SLA, MTTA, and MTTR targets through prompt diagnosis and coordination. – Individually resolved advanced routing (OSPF, EIGRP) and switching (VLANS, STP) issues. Leveraged personal expertise in TCP/IP and WAN technologies to quickly isolate faults and restore services. – Managed and updated devices from leading network brands. Establish safety rules for firewalls and computers to protect the network. – Served as the main contact in the network center, working with advanced support teams, suppliers, and providers during big problems or changes. Helped find the cause of issues, kept records, and looked for ways to improve processes and team readiness.

– Established and managed 24/7 incident intake through phone, web, email, and chat using an ITSM system. Maintained 98% ticket logging accuracy and routed over 90% of IT and network incidents correctly on the first attempt, minimizing reassignment delays. – Implemented protocols to manage critical incidents, classifying alerts by priority and severity. Ensured prompt escalation for P1 and P2 incidents and maintained average acknowledgment times under 15 minutes, supporting rapid technical response and service agreement compliance. – Authored over 60 knowledge base articles to standardize solutions and accelerate resolution times. Conducted operational reviews to identify workflow bottlenecks and launched improvement projects, increasing first-contact resolution rates by over 5% each quarter.

– Coordinated incidents from initiation to resolution, collaborating with customers, network teams, and external vendors. Adhered to the 'own-the-ticket' policy and led technical bridge calls, reducing average resolution time for recurring service issues by 18%. – Developed a checklist for P3 and P4 issues, reducing misrouted tickets by 20% and accelerating resolutions. Provided technical support in Arabic and English, handling 10 to 15 complex tickets daily while maintaining security and compliance standards. – Served as the primary 24/7 contact for all customer communications and escalations regarding network health. Provided high-level support to internal and external stakeholders and ensured consistent updates throughout each incident. – Managed the end-to-end incident workflow, including initial troubleshooting, isolation, and analysis of network and system events. Ensured timely, high-quality support by thoroughly documenting incidents and diagnostic steps in the ticketing system, creating a clear audit trail for escalation and resolution. – Maintained service uptime through proactive monitoring of telecom circuits, LAN/WAN networks, routers, switches, firewalls, and servers. Tracked system faults and hardware performance to identify risks early, ensuring network stability and resolving issues within SLA. – This proactive approach extended to orchestrating scheduled maintenance and change control: Monitored and tracked. Coordinated scheduled maintenance and change control by monitoring activities, assessing customer impact, and ensuring alignment with approved windows. Created and tracked change requests, incidents, and break-fixes, logging all alerts in ITSM tools for accountability. Worked across all engineering teams and systems, establishing a reliable first line of defense for the entire IT organization.