Experience

• 

  Jahangir siddiqui & co. ltd.

  Oct 1998 - Jan 2001

  Senior officer it

  •Installed, configured and maintained workstations, servers, hubs, switches and modems. •Developed and maintained company intranet and integrated it with document sharing applications.•End user application training.•Configured and maintained Windows NT, UNIX and Linux servers.•Designed and managed network backup strategy on the Unix servers.•Installed, configured and maintained web servers for Linux and Windows NT/2000.•Installed and configured Proxy servers both on Windows and Linux.•Configured DNS on Linux, both on single domain and multi domain networks.•Configuration of NFS server on Unix for a centralized backup of all the servers and platforms.•Setup of Sendmail email server on Unix.•Installation and configuration of applications like SAP on Unix, Linux and Windows.•Programmatically linked the company with Karachi Stock Exchange to display real time trading information. Show less

• 

  Kasadel, inc.

  Apr 2002 - Jun 2002

  Consultant

  •Windows Advanced Server 2000 installation, configuration and administration in a load-balanced setup using Active Directory Services.•Configuration of MS Internet Information Services 5.•Deployment and administration of MS Exchange 2000 and MS SQL Server 2000.•Setting up different mail protocols, SMTP, POP3, IMAP4.•Did Shell programming on UNIX and Windows scripting using VB as a tool.•Configuration of IPTables on Linux.•Set up Real Server and Windows Media Services for audio and video streams.•Installation and configuration of the ASDSL Routers.•Setting up audio/video communication on specialised equipment to work over broadband and direct satellite connections. Show less

• 

  Medidata solutions

  Jun 2002 - May 2021

  •Leading teams of technical and non-technical staff to support internal and external users on the company’s software platform by troubleshooting and fixing application level issues while staying hands-on technically.•Building teams from ground up to support new and existing suite of in-house applications to include a mix of technical and non-technical customer facing staff.•Setting up offshore resources and getting them trained on company applications which will save the company a good amount of money. Have also put in place plans to save the company a lot more every year starting in the next one to two years.•Restructured the team to align by products resulting in team efficiency improving by 35% within first four months of the change.•Creating a culture of self-development and knowledge sharing in the department. This has resulted in constant decrease in issue resolution time and cost by doing knowledge transfer from higher tiers to lower tiers. Last knowledge transfer completed improved the issue turnaround time for the product by 50%.•Working with various internal and external teams to define operational processes.•Responsible for the development of various tools to automate processes and increase work flexibility within the team and organisation.•Leading and mentoring staff individual contributors and level 1 managers, based out of US, UK and Japan offices, which also includes developing their skills to increase their knowledge to strengthen the team.•Generating and analysing reports on key KPI’s and monitoring them to ensure delivery of support as expected by the customers. These are also shared with upper management as part of team performance reviews.•Working with Professional Services and Sales to stay on top of smooth customer experience.•Technical and business interactions with the customers making sure all the requirements are met and the system is setup and maintained according to the SLA’s established (CSAT, TAT, CES and NPS scores). Show less •Working closely with other team members and reporting staff to ensure over 99% customer URL up time.•Setting up a new application support team in UK including hiring staff for the team.•Department point of contact to help transition the company to G Suite (previously, Google Apps).•Development of tools to automate most of staff offboarding process for the company.•Department point of contact to ensure successful transition of applications to AWS cloud.•Ensuring team works in a SaaS model to efficiently support cloud based applications.•Performing duties in a Service Oriented Architecture (SOA). Defining, designing and building processes to help company’s transition into SOA. Show less •Perform technology related customer communication, training and creation of end user manuals and troubleshooting of applications with them to work with applications. •Handling all the technical aspects of customer projects in a technical Project Management role.•Part of the team performing database migration from legacy systems.•Determination of the root cause and preventions of technical and process related issues relating to the application and infrastructure. Followed by ensuring all preventions, working with other departments, are properly put in place. Show less •Did management of inventory and technology vendor communication.•Member of the SAN implementation and administration team.•Installation, configuration and administration of EDI (Axway, formerly Cyclone) on both Windows and Linux platforms.•Setup and administration of the secure FTP servers using SSL and SSH on Windows and Linux.•Planning, building and configuring VMWare servers.•Migration from VMWare Server to ESX.•Programming, generation and analysis of SAS datasets. Data modeling using SAS. Show less •Installation and creation of procedures for the Network monitoring tools.•Creating documentation for the domain, everyday policies and other standard operating procedures (SOP).•Setup and administration of the DNS, with zones and sub-zones, and DHCP servers.•Installation, configuration, maintenance and upgrading of the rules of the firewall both WatchGuard and CheckPoint on a Nokia box.•Installation and management of the servers (rack mounted), and switches.•Setting up and management of user VPN through RRAS on PPTP and L2TP•Set up and management of the point-to-point VPN between the head office and the co-location facility with IBM and B2B VPN with the customers.•Setup, Migration and administration of MS Exchange.•Setup and administration of Windows Messaging on Exchange.•Setup and administration of the Anti-Virus server and clients using Symantec Anti-Virus.•Setting up and maintaining BlackBerry Enterprise Server (BES).•Deployment of the IIS cluster (Application Center).•Setting up of Backup by writing scripts and using Veritas.•Configuration and administration of MS Internet Information Services along with setup and administration of hosted web sites.•Installation, configuration and administration of Windows servers using Active Directory Services.•Database creation, backup and administration of MS SQL Server. 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  • Senior Manager, Technical Support

    Aug 2014 - May 2021

  • Manager, Production Support

    Feb 2011 - Jul 2014

  • Client Technical Consultant

    Sept 2006 - Feb 2011

  • Senior Systems Administrator

    Feb 2006 - Sept 2006

  • Systems Administrator

    Jun 2002 - Feb 2006
• 

  Appian corporation

  Jun 2021 - Apr 2022

  Manager premier support/solution engineering

  • Leading a team of highly technical staff to support customers on the company’s software platform (on-premise and SaaS) by troubleshooting and fixing application level issues.• Being support face for premier customers in EMEA.• Looking after premier accounts within the EMEA region.• Ensuring proper account management activities are performed by the team.• Planning future shape of the team, as it grows in EMEA, and executing those plans.

• 

  Jpmorgan chase & co.

  Jul 2022 - now

  • VP, Technology Operations

    May 2023 - now

  • VP, TSD - Global Private Bank

    Jul 2022 - May 2023