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• Review engineering changes and disseminate information to customers• Assist in creating technical documents such as knowledge base article for the customers and internal employees• Perform testing using internal lab environment for various application issues and provide feedback

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.• Perform trend analysis to highlight re-occurring incidents within the computing environment and work with the regional team to take corrective action.• Assist with training staff in the use of standard business and administrative software, including work processing, spreadsheets, and database management, providing instruction or written documentation where required.• Assist with the planning, design, research and acquisition of new or upgraded hardware and software systems. Review and evaluate new desktop technology• Escalate any outstanding and unresolved issues to the attention to Technical Services and time requirements as per service contracts.• Reduce user downtime by providing new equipment or upgrades during slow periods or during off hours.• Help to evaluate and test new hardware and software for effectiveness

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• Monitoring and resolve incident and problem tickets as they relate to network issues• Managed multiple concurrent projects and ensure implementation of network services and monitoring solutions to meet ITS and business requirements• Performed application updates on network hardware, services and management tools• Worked with Cisco and other vendors to resolve network issues in the environment

Computer Sytems Networking, Computer Systems Networking And Telecommunications

Bachelor’S Degree, Electrical, Electronics And Communications Engineering