Bakr Mghagha

FTTH Project:

• Analyzed customer tickets and provided guidance through troubleshooting processes.
• Resolved diagnostic issues with Bouygues Telecom technicians and assisted in field interventions.
• Monitored Mutualization Point status on Nokia Analyzer Fiber (NAF) and OLT/ONT on Huawei NCE.
• Managed and processed tickets via the Servicenow platform (SNOW tool).
• Communicated technical issues and solutions to management for timely resolution.

Connection Management Project:

• Analyzed IP states using command-line interfaces to identify and resolve network issues.
• Troubleshot both FTTH and ADSL/XDSL connections to ensure stable service.
• Investigated and resolved navigation and browsing problems for clients.
• Provided assistance to clients in setting up and troubleshooting VPN connections.

• Diagnosed and resolved issues related to operating systems, software, and hardware.
• Prepared computers for new employees and managed user accounts and access levels.
• Installed, configured, and maintained workstations, peripherals, and software.
• Managed user integration into the company domain via Active Directory.
• Trained end-users on best practices to enhance productivity and technology use.