Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Mohammed Ziauddin

Backup Administrator
Kitchener,ON

Summary

Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company. Professional Summary 8+ years of experience in IT License Management, infrastructure and IT Support Engineer. Good experience in supporting Arcserve Backup, Restore, Disaster Recovery, RHA (Replication High Availability), Arcserve cloud, Arcserve Email Archiving, StorageCraft Products : Shadow Protect, SPX, Image Manager, Granular Exchange Recovery.

Good experience in hardware, software troubleshooting, patching Windows OS and applications. Maintaining hardware and softwares.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Support Engineer/Technical Team Lead

Arcserve
09.2021 - Current
  • Performed root cause analysis and general troubleshooting.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Configured hardware, devices and software to set up work stations for employees.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Working on StorageCraft products (SPX, Image manager, SaaS, DRASS).
  • Help team on their cases and complex issues.
  • Manage team technically in product and technology.
  • Assign cases to team members and help on every issue with next action plans.
  • Lead the team as technical leader.
  • Take technology and product trainings to existing and new people in company.
  • Take escalations.
  • Perform testing in house labs for team.
  • Troubleshoot network issues and PC issues.
  • Troubleshoot OS, storage related issues.
  • Write internal and external KB articles.

Support Engineer

Arcserve
06.2017 - 09.2021
  • Troubleshooting Virtualized and Physical Servers Backup and Environmental / issues via Phone, Email and remote sessions.
  • Backup and Restore of Virtual Machines residing on Hyper-V and ESX Hosts.
  • Backup and Restore of Physical Machines.
  • Maintain Backup Solutions using Arcserve Backup and Manage Storage Solutions.
  • Replicating backed up data from customers on premise to Arcserve cloud, AWS EC2 instances, AWS S3 buckets.
  • Troubleshooting Arcserve cloud issues.
  • Configuring Arcserve Backup, Arcserve Unified Data Protection, Replication High Availability, Arcserve Unified Data Protection on cloud.
  • On board the customers and set up replications according to the planning of retention periods.
  • Reproducing issues in-house and responding back in a timely manner.
  • Regular follow ups with Customers with recommendations, updates and action plans.
  • Create new knowledgebase articles to capture new learning for reuse throughout the Organization.
  • Focus on an area of technical specialization and attend technical trainings.
  • Proven ability to diagnose complex problems, create effective solutions and execute tasks confidently and effectively with demanding service level agreement.
  • Hands-on experience in providing support to applications such as VMware, Hyper-V, Exchange and Microsoft SQL.
  • Knowledge on Active Directory, DNS, DHCP.
  • Troubleshooting various hardware problems.
  • Troubleshoot Arcserve appliance hardware issues.
  • Performing Bare Metal Recovery of servers on similar and dissimilar hardware.
  • Creating Virtual Machines, installing Operating Systems in Virtual Machines, installing tools and configuring Virtual machines as per client requirements.
  • Creating templates from VM’s and deploying VM’s from templates and allocate resources as per client requirements.
  • Coordinate with Engineering team to fix product bugs.
  • Installing and Configuring Vcenter server for managing virtual infrastructure.
  • Performing Snapshots, Cloning, cold migrations and hot migrations.
  • Performing replications to cloud like Arcserve cloud, Azure, etc.
  • Restoring the data from cloud.
  • Managing Tasks, Events and Alarms.
  • Reproducing issues in house (Test Lab) and resolve it with technical knowledge.
  • Create AWS EC2 instances S3 buckets, VPC for clients and internal use.
  • Create product and technology documentations for internal training.
  • Provides training on Arcserve products, networking and on technology.
  • Worked on goals/ targets provided by management.
  • Archived targets provided.
  • Provides training to colleagues.
  • Provides guidance to colleagues on the issues.
  • Work collaboratively with colleagues.
  • Frequently interacts with coworkers and guide them.
  • Moved to StorageCraft support and started working on Core, cloud and GRE products.
  • Working on SPX, Image Manager, Shadow Control, GRE, Cloud Backups, Cloud Services, Arcserve SaaS Backup.

Client Assistant

Arcserve
11.2014 - 07.2017
  • Taking incoming customers\partners calls.
  • Taking information from customer regarding technical issues and create tickets in Zendesk.
  • Expertise in Arcserve license issues.
  • Generating license certificates.
  • Generating trail license keys for customer after getting confirmation from sales.
  • Activating products online.

Education

Bachelor of Science - Electronics and Instrumentation Engineering, I.E

Royal Institute of Science And Technology College Under Affiliation of J.N.T.U
Hyderabad, India.
01.2012

Intermediate - Mathematics, Physics, Chemistry.

CBSE, Sri Chaitanya Junior College
Visakhapatnam, India.
01.2012

10th -

ICSE), St. Aloysius Anglo Indian High School
Visakhapatnam
01.2010

Skills

  • Currently supporting StorageCraft core, cloud and GRE products (SPX, Image Manager, Shadow Control, GRE, Cloud Backups, Cloud Services, Arcserve SaaS Backup)
  • Experience in: Exchange, SQL, Virtualization (Hyper-V, VMware)
  • Experience in Active Directory, DNS, DHCP
  • Experience in AWS
  • Experience in Network, hardware, Operating Systems (Server and Client)
  • Knowledge in Linux OS
  • Knowledge IN SaaS and DRAAS

Certification


  • Trained on MCP (Microsoft Certified Professional).
  • Trained on VMware vSphere v5.5 DCV, v6.0, 6.5.
  • Completed online course on AWS.
  • Apache Tomcat.
  • Microsoft Office 365: Administration.
  • AWS for Architects: Advanced Security.
  • AWS for Architects: High Availability and Continuous Deployment.
  • AWS for Architects: Network and Storage Design.
  • Amazon Web Services: Controlling Cost.
  • AWS Certified Solutions Architect – Professional.
  • Linux Command Line.
  • Linux: Network Configuration.
  • Networking Foundations: Networking Basics.
  • Prepare for AWS Solutions Architect – Professional Certification.
  • Windows Server 2016: Install and Configure Active Directory.
  • Windows Server 2016: Installation and Configuration.
  • Windows Server 2016: Manage, Monitor, and Maintain Servers.
  • Windows Server 2019 Essential Training.

Accomplishments

Received a personal thank you call from CEO (Brannon Lacey) in resolving multiple escalated issues for our partners.

Received Mac Book Air gift from company in resolving highest number of cases with highest number of C-SAT’s.

Timeline

Senior Support Engineer/Technical Team Lead

Arcserve
09.2021 - Current

Support Engineer

Arcserve
06.2017 - 09.2021

Client Assistant

Arcserve
11.2014 - 07.2017

Bachelor of Science - Electronics and Instrumentation Engineering, I.E

Royal Institute of Science And Technology College Under Affiliation of J.N.T.U

Intermediate - Mathematics, Physics, Chemistry.

CBSE, Sri Chaitanya Junior College

10th -

ICSE), St. Aloysius Anglo Indian High School

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Mohammed ZiauddinBackup Administrator