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Professional Experience Technical Support

Irvine, California, United States
May 31, 2017

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Haider Azawi

443-***-**** Irvine, CA


Disaster Recovery/Business Continuity ~ Technical Consultancy ~ Mentoring/Leadership

Highly-accomplished, take-charge IT Professional and Enterprise Technical Support Consultant with unique background of data protection/disaster recovery, virtualization/cloud computing, software troubleshooting/testing and client-facing skills and expertise applicable to any industry. More than 10 years of achievements, adding value by delivering critical technology solutions for private and government sectors, and devising innovative, timely solutions that improve productivity, reduce costs and contribute to business/revenue growth. Dedicated problem-solver with outstanding communication, collaborative relationship-building and team leadership attributes.


High Availability/Replication Virtualization/Cloud Computing Exchange/Sql databases QA/Testing Network/Storage Performance Active Directory/Group Policy PS Scripting/Task Automation Solutions Sizing/Design/Implementation Tech Doc/Knowledge Base Authoring Policy/Procedure Development Strategic Planning/Problem-Solving Communications/Relationship-Building Team Leadership/Training Client Satisfaction


Contributed with R&D and management to create and implement new case escalation process with a 30% decrease in global team case load by initiating and executing 3 steps, developed by creating an internal Wiki for knowledge sharing, leading case vetting and distributing to the appropriate support venues, and drive down support demand by prioritizing top trending product defects/bugs through weekly reports to update R&D and management.

Assisted Sales and Renewals collecting more than $2MM annually in license sales and support renewals by expediting closing deals pending resolution for complex environmental issues and/or company product bugs.

Generated a 10% increase in overall team Customer Satisfaction rating, achieved by maintaining personal CSAT rating exceeding a 95% average and accumulating a significant number of high NPS score surveys.

Valued as a trusted leader and advisor for the after-hours on-call pager duty rotation, by building cultivated productive collaborative relationships with other senior support engineers, QA and R&D departments, and winning several awards including customer support MVP, and Dell Service Recognition Award.


Dell, Reston, VA and Aliso Viejo, CA 2011 – 2017

Enterprise Technical Support Consultant, Dell Software Group

Served as a key Tier 4 engineer and a senior resource by providing technical leadership and mentoring in handling complex troubleshooting scenarios and case management for 24 Tier3/Tier2 support engineers in North America and 18 others in the EMEA and APAC regions across the globe.

Optimized resolving a 2-year backlog of 1500+ support tickets by leveraging weekly bug tracking inventory to focus on creating product enhancements and hotfixes based on priority, severity and high demand defects.

Provided resolution for complex DR scenarios related to both physical and virtualized environments on ESXi and Hyper-V platforms and assisted in connectivity and configuration issues of NAS, iSCSI and FC SAN arrays.

Designed and implemented over 25 detailed action plans per week for customers and MSPs that included delivering hardware sizing recommendations required for hosting massive data protection environments, best practices, and troubleshooting steps for data validation and database maintenance jobs for Microsoft Active Directory, IIS, Exchange, SQL and SharePoint.

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Provided comprehensive troubleshooting training to new hires for Dell Data Protection and Virtualization products like Dell Rapid Recovery, AppAssure, Replay, MailRetriever, DocRetriever and NetVault Backup & Recovery.

Took ownership as a dedicated senior resource of Dell Data Protection largest and most high-profile accounts, including MSPs such as eFolder, Capital Support, AppRiver, Apptix, IT Weapons, and Paragrid, as well as corporate accounts including Blackboard, Evolve IT, and Toggl

Worked closely with Hiring Managers and other senior resources to conduct in-depth interviews for both technical and cultural qualities across multiple tier requisitions via phone screen, webcam, and in-person interviews.

Built and maintained ESXi and Hyper-V clustered labs to generate product release test validation and to replicate customers environments for issue reproduction and troubleshooting.

Stanley Baker Hill JV, St. Louis, MO 2009 – 2010

Program Data Analyst

Assisted management and Human Resources department in a joint venture company of 500+ employees with staff recruiting, technical training and enterprise IT governance, risk, and compliance (GRC) programs.

Administered over 110,000 records using VBScripts MS Excel, MS Access and SQL through ‘TOAD for Oracle’ database management toolset.

Improved data quality by utilizing IBM Maximo project management platform to generate reports, track and update reconstruction projects of US government Iraq Reconstruction Management System (IRMS) web portal

US Army Corps of Engineers/TKC Communications, The International Zone, Iraq 2007 – 2009

Team Lead - Help Desk

Managed and trained a team of 12 helpdesk technicians, enhancing their technical knowledge and customer service standards. Supported a network of more than 1000 users and more than 80 servers.

Exceeded management expectations of closing a minimum ticketing rate of 50 tickets per day across the team.

Ensured network security, data protection requirements and regulations met the government standards for environment running Microsoft Windows XP, Windows Server 2003, Exchange 2000, and Cisco Routers and switches.

US Department of Justice/RCLO, Camp Justice, Iraq 2006 – 2007

Systems Administrator

Managed the IT infrastructure equipment for 200+ staff members such as servers, PC's, laptops, printers and scanners and provided regular maintenance, upgrades, and data backup plans.

Built Windows Server 2003 AD and configured DNS, DHCP and FTP servers, and provided categorized OUs for users in different department and applied GPO templates for all users in the network domain.


Certifications: CISSP (in progress) MSFT MCSA: Windows Server 2012 MSFT MCITP: Enterprise Messaging Administrator on Microsoft Exchange 2010 ITIL v3 Foundation Cisco CCNA CompTIA A+

Language Skills: Fluent in English and Arabic

Work Authorization: US Citizen


MBA in Digital Innovation and Information Systems, Pepperdine University, Graziadio School of Business & Management (planned for 8/2017)

Bachelor of Science in Software Engineering, Al Mansour University College, Iraq 2006

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