SALAM IMAD HAJIR

Enterprise Technical Delivery & Customer Support | Cisco CCIE Wireless (#66650)

Enterprise technical professional with 8 years of experience supporting global customers across North America, Europe, and the Middle East. Skilled in customer-facing technical delivery, enterprise migrations, live cutover coordination, critical escalation management, SLA adherence, incident resolution, and cross-functional collaboration. Managed and resolved 2,200+ enterprise customer cases while maintaining 95%+ SLA compliance, translating complex technical issues into actionable troubleshooting and remediation steps.

Amman, Jordan
0+
Years experience
0
Languages
0
Skills
Work Experience
Wireless Network Consulting Engineer
Estarta
2024 — Present
  • Lead technical delivery for enterprise wireless migration and optimization projects across North America, Europe, and the Middle East, leading approximately 2 migrations per week
  • Work directly with customer IT teams and network engineers during live cutovers and maintenance windows to resolve deployment blockers and minimize service disruption
  • Coordinate technical activities during customer deployments, including implementation, troubleshooting, validation, and transition to post-deployment operations
  • Deploy, configure, and optimize enterprise wireless infrastructure including Cisco Catalyst 9800 Wireless LAN Controllers and Access Points
  • Troubleshoot complex authentication and access issues involving Cisco ISE, RADIUS, and 802.1X using diagnostic logs and live packet captures
  • Develop technical implementation guides and handover documentation to support customer teams following deployment
  • Perform RF design and site surveys as part of enterprise wireless deployment and optimization activities
Cisco Wireless ICD Engineer
Estarta
2022 — 2024
  • Analyzed operational log telemetry from customer network environments to identify recurring connectivity and security failure patterns
  • Developed Regex-based diagnostic parsing workflows to streamline troubleshooting and technical triage
  • Validated diagnostic findings against historical TAC incident data to improve the accuracy and consistency of troubleshooting
  • Worked with technical teams to investigate recurring customer issues and support identification of appropriate remediation
  • Authored standard operating procedures and troubleshooting guidance to improve knowledge sharing and support efficiency across global teams
Cisco Wireless TAC Engineer
EstartaAmman Operations (2018–2020) | Brussels Operations (2020–2021)
2018 — 2021
  • Managed and resolved 2,200+ enterprise customer technical cases, maintaining 95%+ SLA compliance across customer support operations
  • Managed case queues and prioritized high-severity escalations while keeping customer engineering teams informed throughout the incident lifecycle
  • Worked directly with enterprise customers to investigate complex wireless, connectivity, and authentication issues and drive cases toward resolution
  • Replicated customer-reported software defects in laboratory environments, documented findings, and submitted bug reports through DDTS
  • Collaborated directly with Cisco software engineering teams to investigate customer-impacting software defects and support delivery of fixes
  • Developed troubleshooting playbooks adopted by 150–200 global TAC engineers, helping standardize technical approaches to enterprise customer incidents
  • Onboarded and trained junior engineers on diagnostic workflows and technical troubleshooting processes
  • Participated in technical interviews for prospective engineering candidates
Skills
Enterprise MigrationsLive Deployment CoordinationMaintenance WindowsSLA ManagementIncident ManagementEscalation ManagementCustomer IT CollaborationTechnical CommunicationIncident UpdatesPost-Deployment HandoverRoot Cause Analysis (RCA)Technical TroubleshootingDiagnostic Log AnalysisSoftware Defect InvestigationEnterprise APsRouting & SwitchingCisco Catalyst 9800 WLCsCisco ISE (RADIUS / 802.1X)WiresharkCLIRegexServiceNowDDTSPower BI (Basic Dashboards)
Education
Bachelor of Science, Computer Systems & Network Engineering
Al-Balqa Applied University, Jordan
2012 — 20163.21 / 4.0
Certifications
Cisco Certified Internetwork Expert (CCIE) – Wireless
Cisco
Cisco Certified Network Professional (CCNP)
Cisco
Cisco Certified Network Associate (CCNA)
Cisco
Languages
Arabic
Native
English
Fluent
Last updated 7 hours agoMade with freecv.org