Mike Mousavi Email & Phone Number

As the Director of Managed Services at Entara, I play a key role in the department’s daily technical operations, ensuring proactive security management and fine-tuned infrastructures for a variety of business landscapes 24x7x365. I oversee the various service delivery teams supporting our managed clients, including the Reactive Services, Proactive Services, Cybersecurity Services and Project Services teams, ensuring they work harmoniously and meet Entara’s high standards of service delivery and client support. In this operational role, I support and advocate for our team members so that they are able to produce repeatable excellence for our clients. I achieve this by both identifying opportunities for enhancing our service delivery and by clearing obstacles preventing optimal performance. In this strategic role, my accountabilities include:• Identifying new capabilities that can be integrated into Entara service workflows to increase our competitive advantage• Assessing new service offerings and define the operational scope and delivery parameters of the service for the Sales and Finance teams by following Service Development processes• Training stakeholders, including the sales and account management teams, of each service process to drive alignment and consistency in execution• Ensuring deployment and management of our services are following written defined standard processes to ensure scalability and reliability of our services.• Maintaining relationships with managed clients, integrate valuable feedback, and participate in the production or delivery of Quarterly Business Reviews• Empowering Team Leads to supervise their services groups and handle routine events while holding employees accountable for their core roles and functions• Fostering a culture of innovation within the department and provide project management or oversight of selected initiatives with high likelihood of internal or external ROI

Remote

Chantilly, Virginia, United States

As the technical team lead, I balanced my time being a key technical point of contact for our clients while driving internal operational efficiencies and positive team culture. To support delivering the best possible services to our clients, I was responsible for using quantitative and qualitative data to identify opportunities to drive and coach engineers to the best levels of performance, so target SLA and KPI objectives were achieved.In addition, as technical team lead I:• Served as the primary service desk technical point of contact for all assigned clients and acted as an escalation point for technicians• Onboarded new accounts into Red River Managed Services• Proactively reviewed and assigned technician priorities in ticketing system• Drove the team's operational efficiency by focusing on KPIs• Assured new and existing team members were trained on procedures by leveraging knowledgebase tools• Participated in the review and development of new service offerings

Mclean, Virginia

-Administer and support critical Technical Support operations systems.-Work an adjusted shift schedule, possibly until midnight or later, on our last business day of each quarter to support the completion of processing all new software transactions.-Assist our users via email, forums, and social media channels in a variety of topics from account management and technical support.-Assist in the moderation of all user generated content.-Handle 10+ calls per day from MicroStrategy customers, partners, and internal personnel.-Manage various Technical Support email inboxes, processing all incoming email communications.-Create and maintain online accounts for customers and partners to access secure MicroStrategy websites.-Process requests from customers and partners for new software license keys when new product versions are made generally available.-Issue software license keys and online accounts for new software transactions.-Problem solve low and high priority Server cases.-Provide complex and challenging support for MicroStrategy’s Business Intelligence product suite and its underlying technologies-Develop strong relationships with MicroStrategy customers and partners through daily, high quality interactions during customer project development and production system maintenance-Find creative and sophisticated solutions to problems reported while using MicroStrategy’s product suite and strong troubleshooting abilities-Work in a strong team environment by interacting with Technical Support Engineers, Support Specialists and Product Support Managers to provide unparalleled support to customers in a wide variety of industries-Find and communicate product defects and enhancements to development teams-Contribute to the growth of the MicroStrategy Community by creating customer-facing documentation of all technical solutions and product documentations-Enhance personal and professional growth by participating in Internal Training Programs

Leesburg, Va

Arlington, Virginia

Bachelor'S Degree, Criminology

A+, Network+ & Security+ Certificates, It (Cyber Security) (Network Engineering)

Sucessfully completed A+, Network+, and Security+ certificates from CompTIA

Associate'S Degree, General Studies