Heba AlAhmad

Experience

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  Princess Sumaya University for Technology

  Jun 2021 - Oct 2021

  Trainee
• 

  Juniper Networks

  Apr 2022 - May 2024

  •Working on complex issues related to technologies like EVPN/VXLAN, MC-LAG, BGP, OSPF, SNMP, and CoS.• Troubleshoot hardware and software issues, and replicate customer environments and network problems in the lab.• Manage critical customer issues and facilitate communication between customers, escalation, and engineering.• Gain in-depth knowledge of the infrastructure and technologies that are present in customers’ network profiles.• Develop detailed work instructions for L1 Engineers to follow and complete requests, process events, and resolve incidents.• Identify the root cause of incidents and problems. Prepare RCA for business-critical incidents and downtime. Show less • Offered immediate technical assistance to customers, addressing inquiries and resolving issues which include Juniper EX, QFX Series switches, and Junos OS.• Contributed to the resolution of network disruptions by diagnosing and troubleshooting hardware and software issues, ensuring continuous and reliable network operations.• Assisted customers through upgrade processes, including firmware installation, OS updates, and patch deployments, offering real-time support during upgrades.• Expert in layer 2 protocols like STP, LACP, assisting clients with configuration, optimization, and troubleshooting in their networks.• Assist customers in configuring and troubleshooting Virtual LANs (VLANs) to segment their networks for improved traffic management and security. Show less

  • Juniper Technical Support Engineer L2

    Oct 2023 - May 2024

  • Technical Team Lead

    Jul 2023 - May 2024

  • Juniper Technical Support Engineer L1

    Apr 2022 - Sept 2023
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  Networking Solutions and Services (NSS)

  Jun 2024 - now

  Technical Support Engineer