Waseem Traish Email & Phone Number

Wesley Chapel, Fl, Us

Tampa, Fl, Us

Manager, Tier 3 Support Services 7/2019-Present - Oversaw Tier 3 Technical Software Support Staff for Automate and Manage Teams, Automate Emergency Response Team, and Outsourced Support Team• Transitioned Manage T3 and Automate ERT teams back into Support from Consulting during Support Restructure. Took over Management responsibilities for those teams and Automate T3.• Continued to work with T2 and Service Delivery teams, expanding on previous responsibilities. • Established relationships with Software Development and DBA teams.• Created Cross Training agenda for Automate T2 to Manage T3 Servers. • Worked with T3 teams, Team Leads, and Managers to continuously create KCS articles and processes, enabling T2 teams to perform advanced troubleshooting, and preventing escalations with the intent of simultaneously lowering T3 workload and after-hours cost. • Collaborated with other Managers and Director to establish department budgets. • Worked to build ‘industry training’ budget for Colleagues to benefit them in their current and future roles within ConnectWise (i.e. Microsoft MCSA for System Admins, MSSQL, MySQL, Azure, AWS.)Manager, Support Services 1/2017-7/2019 - Oversaw Tier 2 Automate Technical Software Support Staff• Earned KCS v6 Certification and encouraged KCS development.• Worked with development to ensure product issues are resolved by working with PMs, and Product Leadership Team.• Reviewed KPIs and developed processes to meet Department Goals.• Reviewed existing and implemented new processes to improve the Support with a focus on Customer Success.• Coached and developed Colleagues through performance reviews and scheduled trainings.• Reviewed Partner feedback and worked directly with them to ensure partner satisfaction.• Scheduled and staffed to meet business needs through chat, holiday coverage, and day to day operations

Tampa, Fl, Us

Responsible for interacting directly with LabTech MSP partners, and providing high level support for their server, cloud and database environments. Engaged in the application of systems analysis of hardware or software for best practices per LabTech technical documentation, and provided solutions based on diagnosis of the problem. Independently provided and implemented solutions based on partner and end user needs. Configured and maintained Windows Server 2008 – 2012 R2 Virtual and Physical Servers with IIS roles. Managed MySQL database configurations, maintenance, restorations, and migrations. Held trainings for Emergency Server Down, and Server Ticketing handling and assisted training team on internal education documentation. Earned LTCP Certification within first months in Support Role. Valued as a reliable member of the On-call After Hours Server Team Recognized for Breathe Innovation for Q2 2016, Deliver on what you say, and Partner Pleaser (Highest survey and C.E.R. scores) for Q3 2016

Us

Owner and Operator of The PC Heroes, a computer consultancy and MSP focusing on Small and Medium Sized Business clients. Providing all aspects of RMM Consulting, IT infrastructure monitoring, diagnostics, troubleshooting, repairs, networking support, and consulting.Working with client base ranges from Medium Size Businesses and Schools systems, to Small Businesses and Residential Customers. Technical documentation included creating instruction sets for employees and contractors, to detailed maintenance instructions for clients. Created, monitored, and maintained Domain Networks, VPNs, and VLAN networks for clients leveraging various tools such as PowerShell scripts and remote software. Utilized Hyper-V and VMWare Virtualization Platforms to host multiple server VMs for mixed environments (Windows Server, SQL Server, Linux) Implemented a Point of Sale system using MySQL and PHP used for tracking customer records, invoices and systems.

Jacksonville, Florida, Us

Maintained computing environment by identifying network requirements; installing upgrades; monitoring network and VPN performance between six laboratory locations throughout Florida. Configured and maintained laboratory desktop computers and their connections to laboratory testing equipment.•Oversaw complete upgrade of computer network between all six laboratory locations. Optimized network protection by installing and configuring Sophos UTM Firewall. •In charge of Windows Server Domain Environment (AD), VMWare ESXi Host Servers, and all desktop/laptop systems.•Utilized Spiceworks configurations to audit entire network of equipment. Deployed new help desk ticketing system. •Met financial requirements by submitting information for budgets; monitoring expenses.

Regulated all financial, retail and IT aspects of the cellular retail business, and its five Cleveland store locations. Managed commissions, relations, and training between carriers (Sprint, T-Mobile, and Verizon) and the sales/management staff. Aided on the sales floor on a regular basis, and provided customer service to remedy elevated issues.Identified and corrected major miscalculations from cellular carriers and recovered $120,000.00 of commission from Sprint/Nextel and $50,000 from T-Mobile. Restructured and trained staff and effectively increased productivity and sales. Created new policies and daily procedures to locate missing profits, effectively correcting major overages and shortages on end of day reports and deposits. Created new revenue streams by introducing new products and services, including cellular repair and media sales.

Independence, Oh, Us