Mehdi Olad Email & Phone Number

Earth

- Government of Canada Reliability Status- Adviser to strategic customers with 1M+ users.- Act as the single point of contact for providing technical guidance around operations and support, organizing communication, researching questions, managing platform updates, and assisting with the coordination of adoption and infrastructure enhancement projects.- Proactively and reactively work with customers in the management of technical issues as well as collaborating in planning, implementation, skills and knowledge transfer on the services provided.- Communicate proactively with clients regarding product and program information, supportability issues and strategic product plans.- Develop Customer Success Plans from a technical perspective. Ensure that all key performance indicators are met or exceeded within the given timeline.

- Co-lead of business support for IBM Connections. Lead of business support for BlackBerry Pushcast Software, OpenText Media Manager, and secondary support for Google Search Appliance & Atlassian Confluence Wiki Software. Certified OpenText Livelink Superuser (All BB-wide systems).- Monitor online support forums, inbox, and support queue, and respond to inquiries in a timely fashion.- Developed and implemented multiple self-help websites using HTML/CSS, and created support materials that include support forums, FAQ’s, known issues, training materials, how-to’s, and a news blog (used for posting upgrade & downtime dates).- Lead software demos (in-person & virtual) on the features/functionality of the IBM Connections environment, Opentext Media Manager, and BlackBerry Pushcast Software.- Use of HP Quality Center Software for testing systems in Dev, QA, and Production environments to insure upgrades/patches have been successfully installed, and any issues documented.- Use of Atlassian Jira to track bugs/defects found in the Connections/Confluence/Media Manager systems.- Create PMR’s through IBM Support/OpenText that include bug reports and enhancement requests. Follow up on reports.- Administer and issue user ID's, user profiles, security passwords, and ensure that security policies, standards and procedures are followed and understood (Confluence, BlackBerry Pushcast Software, OpenText Media Manager).- Created and implemented BlackBerry Support knowledge base microsites using Consona/Aptean for multiple languages, working through Dev, QA, and Production environments.

Guelph, Ontario

- Providing consultation, support, and training to clients.- Build and set up servers to client specifications. Install various software such as Fedora’s 5-13, Scalix & Zimbra (multiple users), OpenOffice, realVNC, Norton Ghost, System Rescue, and Putty. - Install and configure Microsoft products such as XP, Vista, Windows 7, Office, Outlook, Server 2003.- Upkeep on client servers/firewalls including the implementation of multi-user CMS systems, and replacing failed hardware.- Install, configure, and manage client mail servers running Zimbra Collaboration Suite and Scalix Email & Calendaring Software.- Build and implement Fileservers and Firewalls using Logical Volume Management. Set up and install Virtual-servers. - Create DNS and configure users with roaming profiles.- Install and configure multi-user systems such as Alfresco WCM, Network File Systems, OpenERP as well as the installation of server-side software including PostgreSQL, MySQL, Apache Tomcat, Apache Ant, SWFTools, ImageMagick and the Java platform.- Repair and upkeep of the Guelph-Wellington EMS tablet PC’s and Scheduling system.- Maintain company websites and knowledge bases using Drupal, Alfresco, and Plone Content Management Systems.- Perform client data/system backups, including developing/altering backup scripts using rsync and ensuring backup completion.- Set up and support network printing for users at client offices.- Conduct system performance monitoring and tuning using SmartCTL and System Monitor.- Install specified OS, program suites, and drivers. Create image for clients use on office desktop machines and field laptops.