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  "basics": {
    "name": "SALAM IMAD HAJIR",
    "label": "Enterprise Technical Delivery & Customer Support | Cisco CCIE Wireless (#66650)",
    "summary": "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.",
    "location": "Amman, Jordan"
  },
  "work": [
    {
      "company": "Estarta",
      "position": "Wireless Network Consulting Engineer",
      "startDate": "2024",
      "current": true,
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Estarta",
      "position": "Cisco Wireless ICD Engineer",
      "startDate": "2022",
      "endDate": "2024",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Estarta",
      "position": "Cisco Wireless TAC Engineer",
      "location": "Amman Operations (2018–2020) | Brussels Operations (2020–2021)",
      "startDate": "2018",
      "endDate": "2021",
      "highlights": [
        "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"
      ]
    }
  ],
  "education": [
    {
      "institution": "Al-Balqa Applied University, Jordan",
      "degree": "Bachelor of Science",
      "field": "Computer Systems & Network Engineering",
      "startDate": "2012",
      "endDate": "2016",
      "score": "3.21"
    }
  ],
  "skills": [
    "Enterprise Migrations",
    "Live Deployment Coordination",
    "Maintenance Windows",
    "SLA Management",
    "Incident Management",
    "Escalation Management",
    "Customer IT Collaboration",
    "Technical Communication",
    "Incident Updates",
    "Post-Deployment Handover",
    "Root Cause Analysis (RCA)",
    "Technical Troubleshooting",
    "Diagnostic Log Analysis",
    "Software Defect Investigation",
    "Enterprise APs",
    "Routing & Switching",
    "Cisco Catalyst 9800 WLCs",
    "Cisco ISE (RADIUS / 802.1X)",
    "Wireshark",
    "CLI",
    "Regex",
    "ServiceNow",
    "DDTS",
    "Power BI (Basic Dashboards)"
  ],
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      "fluency": "Native"
    },
    {
      "language": "English",
      "fluency": "Fluent"
    }
  ],
  "certificates": [
    {
      "name": "Cisco Certified Internetwork Expert (CCIE) – Wireless",
      "issuer": "Cisco"
    },
    {
      "name": "Cisco Certified Network Professional (CCNP)",
      "issuer": "Cisco"
    },
    {
      "name": "Cisco Certified Network Associate (CCNA)",
      "issuer": "Cisco"
    }
  ],
  "availability": {
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      "Diagnostic Log Analysis",
      "Software Defect Investigation",
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      "Cisco Catalyst 9800 WLCs",
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      "Power BI (Basic Dashboards)",
      "Arabic",
      "English",
      "Cisco Certified Internetwork Expert (CCIE) – Wireless",
      "Cisco Certified Network Professional (CCNP)",
      "Cisco Certified Network Associate (CCNA)"
    ],
    "yearsOfExperience": 9,
    "seniority": "senior",
    "highestEducation": "Bachelor's"
  },
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    "platform": "freecv.org"
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