Shakeeb A. Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

• Manage post-installation product support and provided sustaining, development and escalation support for email archiving and supervision product.
• Responsible for upgrades, performance monitoring, installations, diagnosing and troubleshooting system problems, front-end testing, providing root cause analysis and maintaining user accessibility with minimum downtime.
• Provide white glove customer service and build effective relationships, with strong analytical and communication skills.
• Effectively set priorities and work well under deadlines with a strong diligence.
• Skilled in troubleshooting MS Windows, MS Exchange, Active Directory, Remote AUTH, SAML, ADFS, Connectors, RESTful API based applications, Linux, SQL, IIS, SSL, HTTP/HTTPS, LDAP and PowerShell.

Toronto, Ontario, Canada

• Provide technical support over the phone and through Salesforce ticketing system to premium Finserv customers
• Perform daily monitoring of a largely distributed SaaS and IaaS environment for Archiving and Compliance
• Support configuration and troubleshooting of applications hosted on windows servers including planned/unplanned upgrades and patches
• Perform problem investigation, analysis and resolution including direct analysis and troubleshooting of on-prem and cloud-based messaging platforms
• Set standards and follow detailed processes for escalation of tickets to tiered support, handling a production environment with minimal downtime
• Collaborate with product development team and technical account managers to define enhancements and functionality of the product to the customers

Toronto, Canada Area

• Provide responsive, timely support to all escalated end-user questions and support requests from Field Service Technicians, within assigned region.
• Act as primary third point of contact for desktop and laptop support and troubleshooting for the client. Perform complex problem determination and resolution identifying hardware and software problems
• Install, configure and upgrade operating systems and software, using standard business and administrative packages.
• Remotely configure computers, network infrastructure and peripherals such as printers, scanners, and related hardware.
• Troubleshoot problems with computer systems, including hardware and software issues, emails, network and peripheral equipment problems. Make repairs and corrections where required.
• Ensure all incidents are properly logged, triaged, routed, escalated and closed in accordance with pre-determined service levels and incident management processes.

Bangalore Area, India

• Supported and managed local and wide area network infrastructure, with a focus on proactive applications and solving issues before they become problems
• Supported, administration and configuration of network monitoring and analysis
• Worked closely with Operations, Support and Architecture team members to implement proactive approaches to monitoring and reporting on network
• Provided internal clients with required technical assistance over the phone, email and chat.
• Document operational processes and troubleshooting guides for Network Support and Operations staff
• Monitoring and measure performance with regards to Service Level Agreements and KPI's

Computer Sytems Networking, Computer Systems Networking And Telecommunications

Bachelor’S Degree, Electrical, Electronics And Communications Engineering