Saad Malik Email & Phone Number

Washington, District Of Columbia

Washington, District Of Columbia

• Manage a technical support team that directly supports all desktop and laptop, mobile and networking technologies used by the Executives/VIPs (Windows 10, MS Office, Outlook, TEAMS, iOS, etc.) and provide L1/2/3.
• Maintain confidentiality and privacy in all dealings with Executives/VIPs and their data.
• Proactively ensure the… Show more
• Proactively ensure the uptime for executives and their systems including monitoring of meetings, court hearings, daily checks of office equipment, and review of system health and support inventory.
• Manage and escalate issues to the appropriate stakeholders and manage them through resolution.
• Develop and maintain relationships with technology, software, and security vendors providing general IT Services support.

Reston, Virginia

• Deploy, maintain, and troubleshoot core business applications, including application servers, associated hardware, endpoints, and databases
• Meet and coordinate with internal and external stakeholders to establish project scope, system goals, and requirements
• Develop, analyze, prioritize, and organize requirement specifications, data mapping, diagrams, and flowcharts for developers and testers to follow
• Translate highly technical specifications into clear non-technical… Show more
• Translate highly technical specifications into clear non-technical requirements
• Manage the set-up and configuration of systems

Reston, Virginia, United States

• Knowledge base development and management
• Provide documentation of all processes and training as needed
• Provide metrics and data analytics on incidents in Remedy

Reston, Virginia

• Unisys FS was acquired by SAIC (Transition Date 3.13.2020)
• Supervised the Tier 2 Help Desk for users that migrated to Windows 10
• Performed testing on Prototype Win 10 Images on various computer models
• Drafted and implemented post migration procedures
• Performed Tier 2 desk side serviceTools Used: Win 10, O365, EMMA, ServiceNow, HP

Chantilly, VA

• Provide leadership and work guidance to less experienced personnel.
• Provide feedback and coaching as needed to less experienced personnel.
• Analyze and evaluate inquiry/problem reports and makes recommendations to reduce help desk call rates.
• Responsible for advanced troubleshooting and installation on both hardware and software products.
• Serve as the primary escalation point for any technical problems that cannot be resolved, after Tier 1 and Tier 1.5 troubleshooting… Show more
• Serve as the primary escalation point for any technical problems that cannot be resolved, after Tier 1 and Tier 1.5 troubleshooting efforts.

Chantilly, VA

• Answer help desk calls for assigned account(s) and respond to moderately complex customer inquiries to ensure customer needs are met.
• Assist the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems.
• Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
• Log and track inquiries using a problem management database, maintain history… Show more
• Log and track inquiries using a problem management database, maintain history records and related problem documentation.
• Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are successfully resolved.

Rockville, MD

• Provide in-person and remote support to multiple offsite locations.
• Follow up with end users to ensure timely resolution of problems / work orders.
• Document reported problems in the help desk database along with troubleshooting processes and procedures in the department wiki.
• Assign appropriate priority requests for help and escalate issues to supervisors as needed.
• Develop documentation to support projects, programs and system configurations.
• Provide leadership and… Show more

Rockville, MD

• Respond to requests for technical assistance in person, via phone or electronically
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions

Golden Valley, MN

• Administer system and network infrastructure across multiple environments
• Provide advanced technical support for Development, QA, Implementation, and Product Support teams
• Plan and administer Disaster Recovery and Backup protocols
• Maintain and optimize software deployment strategy
• Advise and collaborate with client technical teams and key personnel
• Participate in rotating after-hours support schedule

Upper Darby, PA

• Call on policyholders to deliver and explain policy, to analyze insurance program and suggest additions or changes, or to change beneficiaries.
• On-call for immediate policy upload for clients with new properties or autos.
• Explain features, advantages and disadvantages of various policies to promote sale of insurance plans.
• Perform administrative tasks, such as updating records and handling policy renewals.
• Seeking out new clients and develop clientele by networking to… Show more
• Seeking out new clients and develop clientele by networking to find new customers and generate lists of prospective clients.

Various Locations

• Installed hardware and software systems
• Maintained and/or repaired equipment
• Troubleshoot a variety of computer issues
• Setup computer security measures
• Configured computer LAN or WLAN networks
• Installed and configured Windows Operating Systems XP, 7, 8.1 and 10

Bachelor Of Science - Bs, Biology/Biological Sciences, General

Activities and Societies: Astronomy Club, Tennis and Weight Lifting

High School, General Science

Activities and Societies: Spring Track Team and Weight Lifting