Bassel Atieh, Senior Support Engineer

adbn7n@r.postjobfree.com 206-***-**** Bothell, WA

PROFESSIONAL SUMMARY:

Provide technical leadership, engineering and client support through understanding and assisting customers with their needs, application architecture, and importance of exceeding customer expectations. Always remaining customer obsessed, willing to learn and grow with every new obstacle I’m presented with. TECHNICAL COMPETENCIES:

Software and Tool Experience – Microsoft Office, Microsoft Azure, SharePoint, Tableau Desktop, Tableau Server, Apptio, Adobe CS, Salesforce, JIRA, ServiceNow, WebEx, MeetNow, GoToMeeting, MSSolve, ServiceDesk. LogMeIn, PowerBI, Confluence, Slack, HipChat, Microsoft Teams, Microsoft Azure Enterprise, Azure Resource Manager, IaaS, SaaS, PaaS

Technology Experience – Windows Server 2016, Windows Server 2012, Windows Server 2008, Windows 7, Windows 8, Windows 10, Apple Mac OS, Active Directory, ADFS, IIS, SMTP, DNS, TCP/IP, SSH, DHCP, SFTP, FTP. Coding Experience – HTML, PowerShell, AzureCLI, Cisco CLI. EXPERIENCE

Microsoft (Contract), Redmond, WA Feb 2018 – Oct 2019 Senior Support Engineer (Azure Subscription Management Support)

• Was named Outstanding Performer on the team for 2018 and 2019.

• Achieved #1 (4.8+) CSAT (Customer Satisfaction) rating every month from my first month onwards.

• Conducted Azure training for new hires to the team.

• Responsible for providing detailed usage reports which included various billing and usage details from a very broad level all the way to a very granular level of detail to various customers in an effort to explain resource consumption as well as usage charges.

• Took ownership of 7-14 new cases per day with an initial daily closure rate of at least 80%.

• Handling Premier level case volume (requires action within 15 minutes – 4 hours of being opened, providing a special level of white-glove service to customers; these would be considered the typical Fortune 500 companies).

• Subject Matter Expert in RBAC (Role-Based Access Control) policies and role-assignments of users.

• Deep analytical understanding of Azure Commerce Platform/Billing System.

• Deep understanding of Azure Subscription offerings and Azure subscription management.

• Deep understanding of Azure Cloud Solution Provider (CSP) model.

• Azure quota Subject Matter Expert (both Capacity and Non-Capacity).

• Worked with Fortune 500 and SMB revenue customers on an Enterprise level.

• Extensive knowledge and use of the Azure Enterprise portal and its related functionality.

• Extensive knowledge and use of Commercial Support Tool/CMAT (internal commerce/billing tool for Microsoft Azure customers).

LiquidHub (A Capgemini Company), Bellevue, WA Sep 2017 - Feb 2018 IT Coordinator

• Imaging employees’ laptops upon resignation from the company.

• Always verified all audio and video equipment throughout the office is functioning properly.

• Working with the other part of the team in India to tackle network issues as they arise.

• Rolled out a new IP phone system in the Seattle (Bellevue) office with the help of the team in India.

• Consistently the go-to person for any issues arising from desktop, laptop, and personal workstations.

• Deployed Single Sign On (OneLogin) to the company.

• Network Support Administrator

• Responsible for setting up new VM’s in MS Azure, OpenStack, and VMware.

• Set up Azure Information Protection with Rights Management Protection to keep internal/confidential documentation secure. Using RMS, I set up additional security parameters in the templates to ensure the utmost security for corporate documents.

• Active Directory/Windows Server Administrator.

Tarantelo, Remote/Short-Term Project. April 2017 - Sep 2017 Website Admin/IT Administrator

• Responsible for bringing a new look and feel to the company website.

• Working with partners located abroad in the EMEA region on providing support for clients across various regions and time zones.

• Responsible for escalation of issues that employees across Tarantelo may experience.

• Working directly with the company president to meet deadlines and ensure security and quality as well as maintain a high standard for clients.

• Implementing Tableau Server and using Tableau Desktop to analyze company financial data and KPI’s.

• Working with clients who have high priority and high impact issues (typically causing impacts to revenue).

Apptio Inc., Bellevue, WA July 2016 - March 2017

Technical Support Engineer in Customer Success, Premier & Premier+

• Played a vital role in ensuring that Premier, Premier+, and Standard support customers conquer their issues within Apptio.

• Worked alongside Senior and Principal Tech Support Engineers to solve major issues including but not limited to instance outages, reports not rendering/operating correctly, slower than expected load times for reports.

• Maintained quality, accuracy, and speedy response times (response SLA’s) while working with various customers as well as other professionals within Apptio.

• Using Excel functions such as HLookup, VLookup, as well as other functions, was able to perform testing for several customers on test reports internally prior to deploying and providing fixes to different issues.

• Used Splunk to perform deep analysis of customer related issues and monitoring of customer node performance.

Tableau Software, Seattle, WA Dec 2014 - June 2016 Tableau Server Support Specialist in Technical Support

• Worked alongside Technical Support Engineers to provide amazing customer experiences and solutions.

• Frequently working very high impact and Elite customer cases.

• Working very well with all members of the team by visiting the Kirkland office often.

• Maintain a high level of quality and accuracy while working with customers.

• Constantly learning about other aspects of Tableau Server by working with the product.

• Consistently engaged with customers to ensure a “freakishly friendly” experience.

• Constantly displaying and representing the Tableau culture and core values.

• Ambitious and always looking for ways to help my team when help is needed.

• Juggling multiple tasks at once by handling cases through Salesforce.com while making calls through Cisco Jabber and actively participating in team chats through HipChat.

• Constantly one of the top performers on the Tableau Server Tech Support Triage Team. Universal Language Service, Bellevue, WA July 2012 - Sep 2014 Data Entry Clerk/IT Sys Admin

• Handling very high incoming and outgoing call volume using a PolyCom IP phone system.

• Very intense and fast-paced data entry (at least 75-80 wpm).

• Making sure updates of various software applications are pushed through the use of Active Directory and Windows Server Administration.

• Strict compliance and understanding of HIPAA and HITECH regulations.

• Worked many weekend shifts without being required to in order to ensure other duties not fulfilled during the week got taken care of.

EDUCATION

Central Washington University March 2021

(Currently in Progress)

Bachelor of Applied Science – Information Technology and Administrative Management Specialization: Project Management

Edmonds Community College June 2014

Associate of Technical Arts – Computer Information Systems, Concentration: Information Security and Digital Forensics Shorecrest High School June 2009

Diploma

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