Tell us about yourself.
I have completed my Graduation and Post Graduation degree in the American University of Madaba, and i have done Post Graduate Bachelor’s in Computer Science, during my post-graduation (in the last semester of the final year), I got a call by Cooperative Cameras Los Angeles California for the job of CCTV Technician. Three Years later, I head back to my home town Amman, and got interviewed and accepted at IRIS Technology Company, where my skills and experience have been growing on daily basis ever since. I started working as Technical Support Engineer, and by two years I got promoted to be a Senior Systems and Infrastructure Engineer.

Why did you chose IT?
I honestly cannot imagine myself working on any other field. For me I see IT more like an essential ingredient of our life living everyday needs, it has all started when I was still in high school, we started our own family business, we have opened a network gaming store, this is where I got involved in routing, switching thus my passion for IT was defiantly determined back then. 

Why did you decide to work at IRIS Technology?
It was simply the result of my google search during my job seek, I searched for leading Systems Integrators in Amman, IRIS Technology was there.

Tell us about your work position.
My main roles & responsibilities is to handle cases related to installation and maintenance process for Veeam Backup & Replication, Kaspersky Advanced Security Solutions, OS and Mail, Forcepoint DLP and last but not least I have recently got certified to be acting as an official Kaspersky Enterprise trainer. 

What are some of the challenges or roadblocks one might come up against in this role?
Knowing that without any challenges or roadblocks there is no thrill at all, but I can say from support services perspective the toughest challenge is keeping up with new updates and new releases without compromising the service level for your existing client cases. But with decent time management it will always work out.

What metrics do you use to measure success in this position?
Exercise and well rest / Clear mind, Mean time to resolve, Always be on time, Customer Satisfaction / Positive Feedback. 

What behaviors do the most successful members of the team exhibit?
To be humble is a must. Sharing some knowledge adds a massive amount of positive energy and motivation to the team. 

What is the biggest challenge the team has faced in the past year?  Of course, the Corona virus pandemic affected all kinds or corporations, a lot of our clients were not ready to relocate their employees to start working from home on such short notice. Gratefully our team managed to keep up with the least amount of damage.

Passing certification exams while being on duty is always the most challenging goal to reach.  

Who is the smartest person you know personally? Why?
Eng. Saeed Awad is my teammate from the network security dept, It is really inspiring how he always manage to create his own shortcuts for the most time-consuming cases, every time we get such case, Saeed comes up with a script.

How do you deliver negative feedback?
Negative feedback means that the issue has not been completely resolved, I always contact the client directly and try to reach to a point of satisfaction, post email is mandatory. 

Where do you see yourself in Ten years?
I do not usually plan this far; I try to do my best in all situations and never miss an opportunity. I believe that we must be ready for our destined path. 

What is your greatest weakness?
Unplanned and out of a sudden request.  It really grinds my gears when i am about to start a challenging task with someone who keeps nagging and keeps taking negatively about what we are facing. 

Believing in God in his existence is my primary source of strength plus my family and their encouragement all keeps me on top.