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 technical support for Executive/VIP incidents and requests occurring during business and non-business hours for various onsite and remote executive environments.• Maintain confidentiality and privacy in all dealings with Executives/VIPs and their data.• Proactively ensure the… Show more • 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 technical support for Executive/VIP incidents and requests occurring during business and non-business hours for various onsite and remote executive environments.• Maintain confidentiality and privacy in all dealings with Executives/VIPs and their data.• 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.• Plan, schedule and execute computer equipment installations, imaging, upgrades and replacement projects.• Work directly with other technology teams on special projects, including but not limited to new technology deployment and cybersecurity initiatives and supporting Executive/VIP remote access and any cloud technologies used by the Executives/VIPs or team. Show less

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 • 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 requirements• Manage the set-up and configuration of systems• Define and coordinate the execution of testing procedures, and develop test cases to serve the overall quality assurance process•Provide documentation of all processes and training as needed• Develop and implement maintenance procedures, monitor systems health, gather system statistics, and troubleshoot reported errors and alarms• Perform design, implementation, and upgrades of information systems to meet the business and user needs• Implement best practices for scalability, supportability, ease of maintenance, and system performance Show less

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 • 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 efforts.• Perform configuration changes for supported products, expedite service requests, and coordinate command center activities, to include event management, informational notifications, and phone system messages• Assist the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems• Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are successfully resolved in a timely manner.• Resolve complex computer and/or network problems.• Maintain the integrity and security of user-based systems and servers.• Sets up user, administrator and service accounts. Show less

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 • 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 records and related problem documentation.• Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are successfully resolved.• Analyze and evaluate inquiry/problem reports and make recommendations to reduce help desk call rates. Show less

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 • 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 mentoring for other help desk technicians.• Manage and coordinate vendor activities such as PC and copier repairs.• Maintain inventory of IT hardware devices, peripherals, toner and accessories.• Adhere to / reinforce corporate security policies and industry best practices in day to day operations and interactions with end users.• Conduct IT orientation for new users.• Participate in IT projects.• Maintain relationships with outside technology consultants, technical personnel and vendors for products and services.• Tools Used: ServicePro, Dell PC’s, O365, MS Azure (Intune MDM), Apple Devices and Active Directory Show less

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• Redirect problems to correct resource• Identify and escalate situations requiring urgent attention• Track/route problems, requests and document… Show more • 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• Redirect problems to correct resource• Identify and escalate situations requiring urgent attention• Track/route problems, requests and document resolutions• Inform management of recurring problems • Stay current with system information, changes and updates• Tools Used: ZenDesk, Office 365, Windows 7 and 10 Show less

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• Tools used: GIT Hub, Apache Maven, Jenkins and Windows 10

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 • 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 find new customers and generate lists of prospective clients.• Attended seminars and programs through Progressive, Foremost and Allstate to learn about new products and services, learn new skills, and receive technical assistance in developing new accounts.• Completed certifications through progressive for Snapshot Discounts and Cross Selling Policies. Show less

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• Installed, configured and utilized MS Office• Troubleshoot and configure Android/iOS devices• Offered help desk/technical support on-site, via phone or email for business or personal computers

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