Usamah Siddiqui Email & Phone Number

• Serve as the primary point of contact for a diverse portfolio of enterprise clients, accelerating customer adoption of SOTI Inc Software by leading them through the implementation journey.• Collaborate closely with clients to gain a deep understanding of their business objectives, software testing challenges, and automation goals, providing expert technical guidance throughout the entire process.• Apply project lifecycle models, project management principles, and project-based matrices in the designing, testing, and implementation of software solutions.• Proactively identify and resolve complex technical issues, navigating and escalating efforts on customer requests or projects involving multiple parties and enterprise systems.• Advocate for customer needs to overcome adoption blockers, driving feature development, and identifying upsell and cross-sell opportunities to enhance customer relationships and contribute to revenue growth.• Lead quarterly business reviews with enterprise customers, identifying areas for improvement and maintaining customer momentum by leading across multiple workstreams and teams.• Establish a detailed understanding of customers' business, network communication, IT infrastructure, and mobility objectives to develop comprehensive service delivery plans, documenting interactions and preparing reports to monitor customer satisfaction and account health.• Take responsibility for pre-sales technical support in the full sales cycle, including discovery calls, opportunity evaluation, piloting, and opportunity closure.• Contribute actively to the internal team's knowledge base by logging all testing, troubleshooting, and research on known issues, workarounds, and general information.• Develop and deliver documentations, technical presentations, training, product overviews, and demos on SOTI’s Software features at major tradeshows like WMC Barcelona and NRF, serving as a Subject Matter Expert (SME) for specific SOTI solutions.

• Act as the main point of contact for your portfolio of clients, supporting users, understanding their goals, and resolving any issues.• Develop best practices and assets based on learnings from customer engagements to help support initiatives to scale through partners and accelerate software adoption and/or integration.• Apply project lifecycle models, project management and project-based matrix in the designing, testing, and implementation of software solutions.• Analyzed client’s business requirements for Microsoft products or services to develop a technical solution to meet their business needs.• Log all testing, troubleshooting and research done of all known issues, workarounds, and general information to add to the internal team knowledge base.• Use analytical and critical thinking skills while working with various individuals and/or different teams to provide expertise on IT Operational best practices to customers.• Undertake Discovery Calls and Proof of Concept with customers to identify opportunities to effectively leverage Dimension Data’s software across their different business units.• Work in a team environment and/or independently to achieve project milestones and to complete assignments within established time frames.• Ensure support delivery needs for all levels of solutions partners are met. • Create and delivery technical presentations, product training and reports for Client to address trending issues and define victories• Handle weekly client meetings to evaluate support performance and review ongoing escalations.• Manage a portfolio of specific accounts and ensure client satisfaction• Provide troubleshooting on Office 365, BES, AirWatch, Exchange, Lync/Skype4Business, MDM and SharePoint.

• Provide support on Blackberry Enterprise Server (BES) and mobile device management (ActiveSync, Android, iOS, Blackberry and Windows Mobile) • Assist customer with Multi-Tenant or Private Cloud based solutions for Exchange 2007/2010/2013/Office 365• Administering/Managing Lync/Skype for Business, Enabling User for IM, Federation, etc.• Troubleshooting and administration of SharePoint MOSS and 2013• Documented installation, configurations, standard operating procedure and practices.• Utilized Active Directory to manage user identities and group policies• Provide technical support on Email Firewall, Spam Filtering and related services/products.

• Utilize Hitachi tools to deploy system upgrades, services and applications. • Provide administration, maintenance, optimization, release management and technical support for clients in the production environments.• Triaging of Incidents, Service Requests and escalations to appropriate groups/departments to troubleshoot and resolve any issues corresponding with Citrix, EPR & SCCM Assist clients with • networking issue such as troubleshooting and configuring CISCO VPN and RSA application on their devices. • Participate in development of Knowledge based articles to be used by the organization to solve any current and future issues. • Exercise independent judgment within generally defined policies and practices to identify and select a solution.

Mississuga

• Provided support for desktops, printers, mobile devices etc. • Participated in and supported capacity planning and the development of long-term strategic goals for hardware and software in conjunction with end-users and department managers.• Troubleshoot a variety of technical issues including: Blackberry, Android, iOS, Outlook, OWA and Active Directory. • Supported and maintained server infrastructure to support business requirements.• Identify, troubleshoot, escalate and resolve hardware and software problems.• Experience in remote desktop service like LogMeIn and TeamViewer technologies.• Utilized Active Directory and Power shell to provide password resets and synchronization for users and contractors. • Documented installation, configurations, standard operating procedure and practices.

Mississauga

• Provided customer service, including anticipating customer needs, suggesting alternatives, performing consultative selling and problem solving.• Logged orders in tracking system, perform quality checks, package, store, retrieve, and ring up orders (Production Tracking Process or PTP)• Responsible for ensuring quality during and after production process. • Utilized Adobe Acrobat Professional, Photoshop, Microsoft Word, Excel and PowerPoint proficiently to ensure product quality.• Used FPOS (FedEx point of sale) to manage shipping tariffs, CRM, customs documentations, packaging requirements and timeline feasibilities. • Managed production tasks and projects using PPA (Pre-Production Assistant) by editing the files of various formats, customizing them according to client’s needs and publishing them as standard PDF formats ready for printing.• Assisted in training and development of new employees by transferring knowledge of procedures and guidelines to ensure smooth integration into the workplace. • Cross-trained in various positions to assist and provide support to other team members.