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Mudassir Zaidi
Looking for a jobSupport Engineer
Enterprise support engineer at Redwood Software, resolving complex RunMyJobs and JSCAPE MFT incidents and sustaining 99.9% platform availability.
PakistanSupport Engineer at Redwood Software
Experience
Support Engineer
Delivered enterprise-grade technical support to global customers, including Fortune 500 organizations, for Redwood RunMyJobs, RunMyFinance, and JSCAPE MFT. Owned complex incidents and escalations, led onboarding and production go-lives, and partnered with engineering to improve reliability.
Enterprise Technical SupportTechnical Account ManagementIncident ManagementRoot Cause AnalysisSLA ManagementCustomer OnboardingProduction Go LivesSAP ECCS4HanaLinuxUnixWindows ServerSQLManaged File TransferAPI TroubleshootingNetworkingMonitoringObservabilityTech Business ReviewsKnowledge ManagementQARegression TestingScriptingAutomation
Customer Support | Technical Support – Network & Security Products
Provided technical support for network security and communication products to a global customer base. Resolved high volumes of tickets, automated workflows, and authored knowledge base articles to improve self-service resolution.
Technical SupportNetwork SecurityZendeskSalesforceJiraConfluenceTalkDeskAmazon ConnectOpsGenieSLA ManagementKB ArticlesAutomationIncident Management
Manager, NOC
Managed NOC and infrastructure teams, architected cloud infrastructure, and served as primary escalation point for service desk teams.
VMWareKVMCitrixCiscoNetAppCephNutanixCloud InfrastructureNOC ManagementIncident ResponseDesktop As A ServiceTeam Leadership
Datacenter Manager
Designed and implemented a Tier II datacenter and DR site, led core banking application and Oracle ERP rollout, and managed systems and helpdesk teams.
Data Center DesignDisaster RecoveryOracle ERPOracle R12.2 EBSWindows ServerLinuxRBACITSMTeam Leadership
Department Head, IT
Led IT operations across a 35-branch network, including Exchange mail servers, SMTP gateways, ISA servers, and SQL Server databases. Implemented payment processing systems and managed SLAs.
Exchange ServerSMTPISA ServerSQL ServerPayment SystemsECIBDataCHKRTGSSLA ManagementIT Operations
Systems & Network Administrator
Managed Windows/Linux systems, application platforms, server infrastructure, patching, network topology, VPN/firewall architecture, monitoring, and disaster recovery environments.
WindowsLinuxServer InfrastructurePatchingNetwork TopologyVPNFirewallsMonitoringDisaster Recovery
Education
Sarhad University of Science & Information Technology
Completed a Master of Science in Computer Science from Sarhad University of Science & Information Technology, Pakistan in 2004.
Completed a Master of Science in Computer Science from Sarhad University of Science & Information Technology, Pakistan in 2004.
Gomal University
Completed a Master of Business Administration from Gomal University, Pakistan in 1999.
Completed a Master of Business Administration from Gomal University, Pakistan in 1999.
University of Punjab
Completed a Bachelor of Commerce from the University of Punjab, Pakistan in 1996.
Completed a Bachelor of Commerce from the University of Punjab, Pakistan in 1996.