Technical Support Engineer

SHAUKAT HAFIZ IT PROFESSIONAL

919-***-**** adyo0r@r.postjobfree.com https://www.linkedin.com/in/shaukathafiz

Profile

Dedicated Technical Support professional with 17+ years of experience in the IT industry. Strong skills in networking, storage, troubleshooting and problem resolution. Known for improving operational efficiency and continuously enhancing technical skills to stay up-to-date with technological advancements.

Core Expertise

Network Support Storage Client Account Management Enterprise and Premium Storage Support Technical Support Help Desk Juniper Routers Systems Administration Project Management Workflow Building IBM Elastic Storage Solutions IBM Saas Video Streaming IBM Storage Products Salesforce Case Management

Professional Experience

CUSTOMER SUCCESS AGENT IBM Watson Media Support 10/2021 – 05/2023

Delivered SaaS streaming service support for live broadcasts at times with thousands of participants

Collaborated cross-functionally with Development Engineers for cases that required escalation using Jira system

Utilized numerous internal tools for troubleshooting and problem resolution

Managed cases in Zendesk management system

TECHNICAL SOLUTIONS ACCOUNT MANAGER IBM Priority Storage Solutions 12/2018 – 10/2021

Oversaw 10+ Premium Storage Accounts by scheduling meetings, creating monthly reports and opening cases

Addressed client issues promptly and escalated to the appropriate technical team as needed

Trained new and current colleagues on ESS Storage product and acted as Subject Matter Expert on the product

Provided specialized reports to the team on a monthly basis to inform process improvement initiatives

REMOTE TECHNICAL SUPPORT ENGINEER IBM Elastic Storage & Spectrum Scale Team 01/2016 – 12/2018

Drove technical support for over a hundred Elastic Storage & Spectrum Scale clients

Utilized lab resources to reproduce and troubleshoot client issues to include configuration and hardware faults

Arranged bi-weekly meetings with internal team of technical support engineers and distributed meeting minutes

REMOTE TECHNICAL SUPPORT ENGINEER IBM N-Series Team 11/2007 – 01/2016

Provided technical support and customer service for over a hundred IBM N-Series clients

Responsible for diagnosing, troubleshooting and isolating hardware/software problems

Organized bi-weekly team meetings, prepared training materials, and delivered assignment notes

Assigned premium clients to address any concerns related to client satisfaction scores

REMOTE TECHNICAL SUPPORT ENGINEER IBM Networking Support 01/2006 – 4/2007

Provided technical support for Netscreen/Juniper routers to include case management & resolution

Assisted clients with routing, connectivity & hardware issues

Resolved VPN connectivity issues related to misconfiguration

Education & Certificates

Bachelor of Science, Electrical Engineering North Carolina State University

IBM FlashSystems Certified Flash Administrator (CFA) IBM

NetApp Certified Database Administrator (NCDA) NetApp

Juniper Networks Certified Internet Associate (JNCIA-FWV) Junos

Network+ CompTIA

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