Syed Shiraz

Syed Shiraz Shahid Manager – Cloud Services Contact: -, Email:-Education  BBA in MIS, PAF-KIET, Karachi, Pakistan, 2013  Intermediate in Computer Sciences, PEF College, Karachi, Pakistan, 2005 Certificates / Trainings  Certified ITIL 4® Foundation  Microsoft Certified Trainer  MCP – M365 Enterprise Administrator  Cyber Security Foundation  Modern Desktop Administrator  AZ-203 – Azure Developer Associate  AZ-103/104 – Azure Administrator – Training UDEMY  AZ-301 – Training - Udemy Technical Expertise  Azure AD / ADFS / AAADS  MS Office 365  Windows 7 / 8.1 / 10  SSO  Microsoft Exchange  Hardware Troubleshooting  Installation Support  SAML / SAML-P  Networking  HP, Dell, Lenovo Laptops  Printers / Scanners  ConnectWise  Desktop Workstation  Cloud infra-structure, Network Administration  Project Management  Azure IAM / Identity Management Solutions  System support  Microsoft Platform  EXSi / VMWare  ITIL Standards  SECP  HIPAA  SLA / OLA / SLO  Azure MSP Audit  Customer Service  Cisco Web-Ex meeting SUMMARY Highly skilled IT professional with 12 years of extensive experience in technology including 4 years in Azure Cloud designing Cloud Solutions, Cloud migration, implementation projects working with cross functional business & technology teams. Lead architecture, design and implementation of multiple online products in Microsoft Azure Cloud HIGHLIGHTS  Leading a team of 15 Cloud Support & 25 DevOps engineers  Extensive experience in Cloud infra-structure, Network Administration and helpdesk support.  Experience in providing support to simple & complex technical issues via smartphone, emails, remote, and in-person  Highly skilled in delivering very complex technical information  Renowned for customer support, IT administration, technical documentation, system maintenance, software and hardware installation, and Office 365 administration  Experience with Project Management, Microsoft Technologies and System support  Experienced in all aspects of Microsoft Platform, EXSi and VMWare.  Knowledgeable in managing mission critical production database projects, at ease and productive in high stress and fast-paced environments requiring skills in problem solving.  Awarded in recognition of outstanding achievement in 360training.com Strong communication skills with ability to communicate at all organizational levels.  Strong strategic thinker, problem solver and team leader SCORE CARD Skills IT Support / System Administration / Troubleshooting Network Support / Windows Server (200x-2016) Microsoft Azure / Microsoft 365/ ITSM PROFESSIONAL EXPERIENCES Manager – Cloud Support Arpatech – Karachi, PK      Years of Experience 5+ 4+ 4+ Sept 19 – Present Managing a team of 14 Cloud Support and 19 DevOps engineers Guiding on L2/L3 escalations Developing training plans and career path Established a desk for 4000+ CSP/MSP customers on ITIL standards Mentoring team members to achieve high customer satisfaction score(s) Page 1 of 5 Syed Shiraz Shahid Manager – Cloud Services Contact: -, Email:-             Work with engineering partners to scope & schedule solutions, evaluate strategies, and deliver a whole product/service for both large enterprises and small/medium-sized businesses. Coordinate across teams to maintain marketing and technical strategy alignment, finding ways to maximize revenue for the business Engage with all operational elements of the business, and intelligently integrate findings into your work and strategies Develop and articulate clear roadmaps that meet both the commercial and technical objectives of the division Partner with key internal stakeholders to ensure that the operation of services follows established processes and procedures and meets customer service level agreement (SLA) requirements Maintain and provide suggestions for continuous improvement of operational processes Build and maintain strong relationships with managed cloud services end customers Validate that all inputs for changes (e.g., documentation and artifacts) and implementation tasks are fully vetted in advance of technical execution Coordinate with appropriate internal teams to immediately address and resolve any issues that may arise with managed services projects, including those pertaining to hosting infrastructure, data, and changes to the hosting environment Supporting department initiatives which include but not limited to projects such as documentation updates, reporting metrics, and net promoter scores Listening to customer and partner feedback and resolving any issues or conflicts Maintaining cloud-related customer data in appropriate systems FastTrack Engineer - Office365 Aug 18 – Jan 20 Microsoft - Upwork  Manage Office 365 changes and train other service delivery team members  Continuously monitor and report on clients office 365 utilization and security  Assist sales team in identifying and closing opportunities through customer meetings and presentations  Work with design desk team to provide proposal support and scope definition  Develop project document, update internal documentation and configuration items  Manage the overall execution of projects  Serve as the technical lead and subject matter expert on projects and being accountable for the outcome of the project  Server as subject matter expert (SME) resource for other service delivery areas  Implement approved technology changes for clients following our standards and best practices  Provide hand-off to other service delivery areas prior to project closure  Assist in training end-users during all upgrade phases  Resolve reactive support request escalated from services delivery team Assistant Manager IT - Network & System Arthur Lawrence, Karachi, PK Apr 17 – Apr 18 Page 2 of 5 Syed Shiraz Shahid Manager – Cloud Services Contact: -, Email:-                     Trend Micro A/V along with DLP suite to support HIPPA compliance Troubleshoot, repaired and provided maintenance to desktops, laptops, Workstation, Tablets, Surf Pro & several types of printers Led network and systems team Plan, organize, control and evaluate IT and electronic data operations Design, develop, implement and coordinate systems, policies and procedures Ensure security of data, network access and backup systems Act in alignment with user needs and system functionality to contribute to organizational policy Ensure vendor management and IT procurement Manage staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance Identify problematic areas and implement strategic solutions in time Audit systems and assess their outcomes Preserve assets, information security and control structures Handle budget and ensure cost effectiveness Engage within IT onboarding / separation processes Ensure ITIL Standards, SECP, HIPAA related compliance Ensure IS implementation Ensure 100% network and system uptime Help develop SLA / OLA with all functional managers Internet Bandwidth, storage capacity, backup server(s) estimation Enterprise IT audit and maintain AD, e-mail exchange and barracuda system IT Team Lead Jun 16 – Mar 17 ispMint.com LLC, Nevada, US  Provided technical support including identifying problem incident with their subsequent resolutions.  Provided exclusive support of Antivirus update & virus protection, printer installation and troubleshooting, scanner configuration & troubleshooting,  Installed, upgraded, supported and troubleshot Windows OS, authorized desktop applications hardware and peripheral equipment.  Responsible for activity planning, sequencing, planning and defining scope  Developing schedules, time estimating, documentation, monitoring and reporting progress  Working with vendors, team leadership, business partnering  Using IT systems to keep track of team progress  Recruiting specialists and sub-contractors Sr. System and Network Administrator Jan 16 – Apr 16 Echelon Tech Lab., Karachi, PK  Responsible for system configuration, support, system design and architecture  Microsoft Windows server support and networking infrastructure  Primary management of corporate network infrastructure including corporate firewalls, routers and switches  Assist in management and expansion of the corporate storage infrastructure Page 3 of 5 Syed Shiraz Shahid Manager – Cloud Services Contact: -, Email:-         Support of backup infrastructure and execution Assist in support of corporate infrastructure servers such as email, calendaring, web, license, document management, etc. Support for business application servers used by the Corporate, Sales and production departments Control systems, VoIP and PBX systems Work with management and other IT staff to build and implement security strategies that make business sense. Document FAQ's and IT information for both IT staff as well as user community Support of helpdesk for appropriate level requests Consolidation and virtualization of data center systems Cloud Engineer Dec 14 – Sep 15 Softech Worldwide LLC., Virginia, US  Managing Customer’s Office 365/Azure account and provide support to their users with SharePoint, Exchange, Lync, etc.  Provide Operational and Functional support for 3rd party systems (other than Microsoft) deployed in Cloud  Manage AD/DC, DNS/DHCP, and ensure Forest/Domain are functional 24x7  Manage Virtualized infrastructure on Cloud (Microsoft Azure), create new VMs, backup, etc.  Implement Backup policy in organization that includes VMs, Databases and other sensitive data  Manage public DNS, SSL certificates, and Company’s website  Provide help desk support to other staff members and ensure all nodes are in working condition  Provide 24x7 support for Infrastructure and 8x5 support for Help desk.  Provide pre-sales technical support for the development and implementation of complex products and solutions  Design, develop and implement cloud infrastructure and automation solutions.  Coaching Customer and Partner teams to be self-sufficient. Technical Support Engineer Level Jul 14 – Sep 14 Softech Worldwide LLC., Virginia, US  Provide Level/Tier 2 support of Softech Products to its customers mainly in US.  Handle customer’s queries and provide them necessary guidance and help via call/emails/live chat.  Responsible for ensuring that the SLA (Service Level Agreement) is met.  Perform installations live webcast session or help customer's IT staff do it  Liaison with Product Development team for any Level/Tier 3 issues.  Troubleshooting system and network problems and diagnosing and solving hardware or software faults.  Helping prospects in resolving their issues  Network & Hardware troubleshooting.  Application installation and configuration on client PCs/Laptops Network Engineer 360training, Texas, US Aug 11 – Jun 14 Page 4 of 5 Syed Shiraz Shahid Manager – Cloud Services Contact: -, Email:-              Responsible for network & hardware troubleshooting, application installation and configuration on client PCs/Laptops Preventive and Quarterly maintenance of IT equipment. User Data backup/restore on client PCs. Configuring / Maintaining Active Directory User Account Management via Active Directory Wireless Protection / Network Access Protection. Virtual Machine Management (VMware ESX and VMware ESXi) Remotely providing support to users via Glance or Dame-ware RDC. Implementing & Maintaining Inventory Management System. JIRA Administration Configuring and creating Cisco Web-Ex meeting Jabber (XMPP) server Maintenance Share-point backup & maintenance and CCTV administration Reporting Specialist Mar 11 – Jan 12 360training, Texas, US  To run LMS reports according to the reporting schedule provided by the manager and save the reports on the server for backup and record keeping purpose in the appropriate format.  Submit students’ course information (credit hours) to regulators and maintain records.  Follow guidelines provided by the state departments on reporting credits.  To conduct a reporting audit whenever required to make sure any missing student is reported.  To contact customers when required for reportisng purpose.  To ensure that the accreditation support policy is being strictly followed while resolving JIRA tickets.  To maintain records of affidavits or forms received through faxes / mail and email.  To grade the tests for the correspondence courses.  Issue certificates of completion to the students completing courses and maintain records.  To maintain credit card transaction records and receipts for the payments made to regulators for reporting purpose.  Any other responsibility assigned by the manager.  Keeping follow ups with customers & various authorities in US government.  Generating reports and process flows.  Generating certificates for students Page 5 of 5