Rehan Ahmed
McKinney, TX
aaygentmulder@gmail.com
(813) 390-3275
To secure a challenging position in an I.T or M.I.S department at a reputable organization with serious
growth opportunities.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Azure Cloud Engineer
Microsoft - Irving, TX
July 2020 to Present
Be available to take ownership of new cases and escalations via telephone and Web and provide
support to enterprise customers and partners.
• Scope a customer's issue by collecting the relevant facts; investigate the problem by doing your own
research and by involving other teams as needed.
• Consult and collaborate with your immediate peers or colleagues around the world. Escalate to
management as necessary, acting internally as a customer advocate and keeping the customers
informed. Collaborate with management and engineering to resolve service issues.
• Ensure that each support request owned by you is handled as per our Service Level Agreement
(SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling
your commitments.
• Document technical work and research in detailed and comprehensive manner.
Technical Support Engineer
Palo Alto Networks - Plano, TX
May 2020 to July 2020
• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to
customers via phone, e-mail, and web
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a
timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Work to reproduce customer issues and qualify critical issues
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Build a positive customer experience by working closely with Development, Sales, Quality
Assurance, and Marketing
• Responsible for reviewing user documentation for training materials, technical marketing collateral,
manuals, problem solving guides, etc.
• Provide on-call support 24x7 on an as needed basis
Network Design Advisor
NTT DATA Services - Plano, TX
December 2016 to May 2020
• Maintain the WAN/LAN network connectivity of 700+ US based Offices,
• Manage team members in both US and India.
• Solicit vendors/manage contractual obligations.
• Exercise fiduciary responsibility in recommending and managing customer owned assets.
• Manage Tier 1, 2 and 3 incident and problem management queue for enterprise client network.
• Technologies monitored and managed include Cisco routers & switches, Cisco WAPs and WLCs.
Meraki routers, switches, and APs.
• Interface with customer and ISP to install and troubleshoot WAN Circuits.
• Work closely with customer to design, configure, and deploy branch office networks in an enterprise
environment.
Infrastructure Administrator
Global Payment Systems - Plano, TX
March 2016 to October 2016
Responsibilities
• Processing change requests submitted by various users, groups and business units
• Providing network technical assistance/support to different users, groups and business units as
needed
• Participating in an on-call rotation and being readily available to provide assistance when required
• Participating in the implementation of solutions designed by senior engineers
• Creating and maintaining technical documentation of network topologies and/or other technical
diagrams
• Working with various vendors and/or third parties as part of the overall network support function.
Senior Network Engineer
Citigroup - Irving, TX
November 2015 to March 2016
Responsibilities
Responsibilities include
● Working on a network refresh project that involves working remotely with on-site technicians and
walking them through replacement of older Cisco equipment including routers, switches, and IP
phones.
● Verifying and modifying Cisco IOS configurations on routers and switches to make sure they conform
to customer network requirements.
● Verifying device port assignments and modifying port and VLAN and port channel configurations as
needed.
Client Services Engineer
Verizon Data Services - Tampa, FL
April 2012 to November 2015
Responsibilities include:
● Proactively monitoring 2700+ network devices and provide 2nd level network support, including
troubleshooting voice, video and data (IP) traffic over Verizon MPLS network..
● Engaging Cisco TAC and working through router related problems.
● Engaging Sprint, AT&T, Verizon IXC's and LEC/CLECs support groups to aid in trouble diagnosis and
repair.
● Documentation of network problems in Remedy IR ticketing system.
● Assisting in deploying Cisco IOS images on Verizon owned devices during client designated
maintenance windows. Devices include: Cisco 3650/3750 switches & 2811/3845/39XX/7200 routers.
● Monitoring and troubleshooting DS0's, T1's, SIP, DS3's, OC3s, BRI-PRI (ISDN), FIOS, EVDO, DSL, and
B1 circuits.
● Running outage teleconference bridges.
● Taking customer calls and working with them to understand technical related issues.
Network Support Engineer
AT&T Global Network Services - Tampa, FL
May 2010 to April 2012
Responsibilities included:
● Providing support to AT&T managed customers requiring technical assistance for logical and
physical connectivity problems at access through core layers on the AT&T owned MPLS network using
various
WAN circuit testing tools.
● Assisting AT&T and Local Exchange Carrier (LEC) technicians in WAN circuit testing.
● Performing troubleshooting on AT&T managed VoIP network while working with Avaya.
● Assisting in deploying Cisco IOS images on AT&T managed devices during client designated
maintenance windows. Devices include: Cisco 3750 switches Cisco 3825 and 7200 routers.
● Assisting on site AT&T technicians with replacing CPE including Cisco 3825 routers WAN Interface
Cards
(WICs), Voice WICs etc.
● Monitoring and tracking reports on LAN/WAN events on AT&T internal systems as well as interacting
with internal and external vendors in scheduling and coordinating dispatches.
● Using BMC Remedy, documenting in detail steps taken while troubleshooting all circuit/voice issues
as well as customer interaction and the proper engaging of internal and external support teams as
necessary.
Education
Master of Science in Computer Information Systems
University of Phoenix
December 2004
Bachelor of Science
Florida Metropolitan University
July 2000
Skills
• TCP/IP
• Network Firewalls
• DNS
• LAN
• Network Monitoring
• VPN
• WAN
• Operating Systems
• Microsoft Windows
• OSPF
• EIGRP
• VoIP
• Ethernet
• DHCP
• Experience with Checkpoint firewalls, Cisco AnyConnect VPN, ACS AAA and Ironport proxies.
• Experience with network management / monitoring tools including IP Switch WhatsUp Gold, IBM
Netcool, HP Openview, Netscout nGenius Performance Manager, StatSeeker, Network Node Manager,
SecureCRT, PuTTY.
• Experience with BMC Remedy IT service management suite.
• Experience with network protocol analyzers including Wireshark, Ethereal, and AirMagnet.
• Experience with Apple MAC OSX, and Ubuntu Linux OS.
• Cisco CCNP
• CCNA
• CCNA
• Security
• A+
• N+
• Security +
• ITIL v3
• MCP (5 years)
• Experience with networking protocols including TCP/IP
• HTTP/HTTPS
• DNS
• SSH
• Telnet
• VPN
• IPSec
• Frame Relay
• MPLS
• FTP/TFTP
• IMAP
• SMTP
• BGP
• VoIP.
• Experience with Microsoft Windows XP
• Vista
• 7
• Server 2000
• 2003
• 2008.
• Experience with Microsoft Office
• Outlook
• Project
• Visio.
