Sayyid Khan Email & Phone Number

United States

Seattle, Washington, United States

-Worked directly with the Manager to develop and implement projects, policies, and procedures-Continuing my role of lead to MSP team of 6 members-Audited daily tickets, provided feedback to Manager to improve quality and performance-Responsible for deploying and updating new and existing technology and software for clients-Designed, implemented, and installed various Firewall configurations (FortiGate, Meraki, etc.)-Maintained multiple server environments for various clients and customers, performing updates, upgrades, and installations as needed proactively-Worked to develop scripts in Powershell to automate resolutions and implement silently and remotely for mass roll-outs, such as Yardi CheckScan Software, Microsoft Teams, and Office -Point of Escalation for MSP team for ongoing issues without resolution, responsible for resolving issues, documenting the process, and automating a script when possible to resolve future incidents-Maintained customer-facing meetings on a weekly and monthly basis for status on workload and projects, set expectations and listening to feedback to implement for further improvement

-Managed MSP team of 7 individuals, balanced their workloads, schedules and assignments, enforced disciplinary action when needed-Provided leadership, direction on job performance, abilities, and workflow-Analyzed ticket trends and created processes and procedures to optimize and automate operational procedures-Worked actively and directly with customers, vendors, and interdepartmental teams to complete projects while reducing costs and overhead-Relayed complicated processes and technical issues to stakeholders in a relatable and understandable manner-Cultivated positive working relationships with stakeholders internally and externally-Implemented Remote work policy for the team in response to environmental changes and adapting to the varying needs

Portland, Oregon Area

-Assigned role of main technical representative, reporting directly to MSP Manager, lead of 6 technicians on the team-Worked to analyze metrics and trends to suggest changes and increase workflow and productivity within the MSP team-Created documentation on various processes and procedures as well as unique troubleshooting steps and solutions-Worked on flagship project to introduce Virtual Cloud workspace for end clients, including some work on VPN configurations to accomplish this-Worked with AD and Office 365 environments to manage multiple user tenants and accounts as well as security groups for permissions-Responsible for making changes to permissions for File Shares and access control lists

-Worked on an MSP Team at our Corporate location to provide ticket resolution over the phone and occasionally with remote travel for onsites, end clients of over 500, and even more end devices-Point of escalation for other technicians, provided training and feedback on recurring issues, documented resolutions as well-Worked to automate projects where applicable, such as creating profile migration batch scripts to speed up processes-Worked on Firewall configuration and network troubleshooting, often using creative problem solving to resolve issues remotely-Worked directly with Manager and other Systems Engineers on some projects-Managed End Clients and users with Office 365 administrative roles as well as Intune, and AD for On Premise environments

Portland, Oregon Area

-Responsible for taking calls and creating tickets for incidents with over 400 endpoints and over 200 end users-Worked with On Premise environment to make changes within AD for account and password changes-Worked directly at client site interfacing with clients in person and over the phone to resolve incidents and improve workflow performance-Troubleshooted hardware and software, referred to existing documentation and created new documentation when new issues occurred-Actively worked on tickets in my queue and sought new tickets to maintain our SLA and improve performance-Quickly adapted and improvised to compensate for another Tier 2 technician's leave of absence and took over their roles in addition to my ownCovered Tier 2 responsibilities for Asset Lease Management cycle replacement:-Scheduled time with clients to swap assets, migrated all data and programs as well as custom configuration and setup to new devices-Analyzed Lease schedules to anticipate busy times and adjust workflow to accommodate and meet or exceed project deadlines-Automated profile migrations with use of Windows USMT, as well as in some cases cloning hard drives where applicable for niche needs-Able to improve profile migration from previous cap of 2/day to 6/day with new automation and workflow efficiency improvements-Completed project for migrating 100 profiles within 3 weeks-Took control of project to migrate Windows 7 profiles to Windows 10 profiles and machines, performing an average of 5-6 migrations per day on busier quarters while balancing ticket work. -Documented all processes and procedures developed, as well as training materials-Responsible for delegating and training a Tier 1 technician

Orlando, Florida Area

•Direct contact person/liaison when troubleshooting computer-aided machinery stations including email correspondence and phone contact. In charge of troubleshooting all stations and machinery including TCP/IP configurations and connections. Developed a routine maintenance and backup schedule to assure seamless recovery. Wrote instructional manuals for different processes that were time consuming to relearn.•Decided which software would be compatible with selected resources. Determined virus protection software that was the most economical and best protection with fastest installation methods. Troubleshooted over 30 individual user workstations including software and/or hardware as needed. Implemented, configured, and maintained two D-Link Routers as well as an access point and switch.•Helped management decide upon which computers would be most beneficial to use. Verified that stations would be secure in their use while still allowing business to progress smoothly. Set up network drives to share commonly used files between administrative staff. Implemented computer hardware upgrades as well as OS upgrade from Windows XP workstations to Windows 8.1 Enterprise.

Bachelor Of Science - Bs, Cybersecurity And Information Assurance

Network Operations And Security

Associate Of Science (A.S.), Network Systems Administration

•Gained working knowledge of the underlying technology of local area networks (LANs), wide area networks (WANs) and the Internet including.

Certificate, Network And Systems Administration

Activities and Societies: •Lead group of colleagues to provide technical support for Apopka Family Learning Center. •Acquired CompTIA A+.