Malik Felix Email & Phone Number

New York, New York, Us

New York, New York, Us

Crafting clear and concise production code that powers the Greenhouse Onboarding platform. Build product features to enable self-service solutions for customers as well as internal support teams. I collaborate with Engineering leadership on new initiatives that mitigate issues and service requests from customers and support teams. I thrive on collaborating with cross-functional teams, including Designers, Product Managers, Technical Writing, and other software engineers to bring new features to life.

New York, New York, Us

Established niche product escalation processes which improved cross-functional relationships between Support Engineering and Production Engineering teams. Increased time to resolution and created opportunities for internal mobility. Facilitated training on internal processes and support domains to minimize single points of failure.

New York, New York, Us

Resolved technical issues by engaging directly with customers to provide answers, guidance, and effective solutions to their concerns. Played a crucial role in coveying valuable product feedback to the appropriate teams, contributing to the ongoing improvement of Greenhouse offerings. Responsible for the upkeep and enhancement of internal support documentation, ensuring that the most accurate and relevant information is readily available. Collaborated with customer-facing teams and product engineers to enhance processes and provide top-notch product support.

New York, Ny, Us

Collaborated with IT Operations, Architects, and Engineering teams to uphold an uninterrupted technology environment. Triaged technical concerns, liaised closely with users, and promptly escalated matters as needed to ensure swift and effective resolution. Refreshed and created support documentation for users and IT personnel to ensure sufficient self-help solutions.

Frankfurt Am Main, Hessen, De

Responsible for Meeting with stakeholders to figure out their technical needs in order to deliver services proactively. Act as liaison between the business and Local Services management in NY to report metrics, issues, and ideas on how to improve productivity and mitigate issues. Responsible for offering technical support to over 400 onsite users and various remote branch offices across the country. I also setup and maintain iOS devices/MDM software in order to foster a secure work environment. I take lead on small projects and testing for IT cutover projects for the Chicago office in order to maintain seamless productivity. Additionally, I utilize Service-Now to monitor, troubleshoot, and remediate issues as well as for asset management purposes.

Purchase, New York, Us

Offered technical support to over 2,500 onsite users in headquarter office in a Windows/Mac environment. Used GSM Service Manager to monitor, troubleshoot and remediate issues. Worked with various IT groups to test new technology or technical services to ensure seamless use for stakeholders. Acted as consultant for assigned groups/departments to build or produce technical solutions for stakeholders. Was responsible for maintaining mobile devices running iOS under AirWatch. Was responsible for allocating and relocating technical equipment to ensure a comfortable workspace and efficiency for team needs.

London, Gb

Offered technical support to over 9,000 onsite users between the headquarter office and NYC satellite offices in a Windows and Mac environment. Utilized Service-Now to monitor, troubleshoot, and remediate issues as well as for asset management purposes. Organized and led small teams to complete small projects to increase production or prevent issues for stakeholders. Also provided IT support for off-site events in various locations in order to ensure seamless productivity. Participated as pilot user and tester for new technology being introduced into the environment with an emphasis on bug reporting and feedback. Additionally participated as an IT instructor for on-boarding and orientation classes, facilitating users on how to use EY technology. Trained interns from affiliated non-profit organization and NYC Department of Education on team duties and responsibilities.

San Mateo, California, Us

Offered technical support to 250+ onsite users as well as users in remote locations by phone or by using remote technology. Supported staff events for C-Level executives, board meetings, and celebration events. Led on technical demos and trainings for new technology being introduced into the environment. Was also responsible for supporting LANs, WANs, and network segments to ensure connectivity throughout the site. Troubleshot issues that were reported by users through email or the Assyst ticketing system. Administered desktop computers, printers, routers, phones, smartphones, security updates, and patches. Installed and rebuilt computer systems and troubleshot software and hardware to ensure peak performance of systems. Was also responsible for setting up and maintaining mobile devices running iOS, Blackberry, and Windows Operating systems.

Omaha, Ne, Us

A 7-week internship where I worked in the Application Development group on the Quality Assurance team. During these 7 weeks I executed and documented test scripts to ensure proper validation of software requirements for mobile application releases. Also created traceability matrix for all requirements and corresponding test cases to ensure testing coverage of all features. Utilized HP Quality Center to log and report defects as well as to organize and execute test cases. Supported Regression, Functional, and Smoke/Sanity testing for each major release. Partnered with development team daily to discuss issues and give updates on testing process.

New York, New York, Us

Assisted in building and maintaining systems to show prices, risks, profits and losses for fixed income traders. Responsible for creating test plans, procedures, and cases for the migration of Microsoft Office 2003 to 2010 using Microsoft Excel and HP Quality Center. Also researched production issues with developers in order to design and implement bug fixes. Was also responsible for monitoring the production support issue log to ensure accurate reporting throughout the department and expedite resolution. Additionally documented the Trade Closing Process for future employees by querying data using Microsoft SQL Server Management Studio.

Bachelor Of Science - Bs, Computer Science

Front-End Web Development

Software Development

Cisco It Essentials 5.0 Certification, Information Technology

Professional Development

Technical Training Certificate, Quality Assurance