Ziyad Uqdah

About Ziyad Uqdah

Hello! My name is Ziyad Uqdah and I am a seasoned IT pro with over 18 years of experience and a strong Systems background. Throughout my career, I\'ve been able to gain extensive knowledge in various disciplines such as:• Managing Physical and Virtual Server infrastructures (Cloud, Hybrid and On-Prem) across multiple platforms (Windows, Linux)• IaaS, PaaS and Cloud technology stacks (Azure, AWS, GCP, Akamai Cloud Manager, Rackspace Cloud)• CI/CD, SDLC, QA and DevOps methodologies• Agile and Scrum methodologies• Database platforms (SQL Server, MySQL, PostgreSQL)• Data Warehousing platforms (Snowflake, Databricks, Synapse)• Email platforms (Exchange, Plesk, Surgemail)• Systems and Network Engineering and Administration• Virtualization platforms (VMWare, Hyper-V) and Storage• Business Intelligence, Application and Analytics platforms (Power Platform, Fabric)• Data Center Operations and Management• Backups and Disaster Recovery planning• Scripting and Automation (PowerShell, Python, Bash, Batch)I have a B.S. in Information Technology from Franklin University and I am constantly evolving and looking to expand my education and skill set. I am an ambitious and highly self-motivated person and I am always striving to bring 100% effort to the work that I do. To learn more about me check out my personal blog or shoot me an email!z••••@ziyaduqdah.com

Experience

1. Senior Microsoft Systems Engineer - Premier Support

   US CLOUD: Microsoft Premier/Unified Support Alternative

   Dec 2023 — Present · St Louis, MO, US

   Job Summary Provide advanced enterprise support across Microsoft technologies, focusing on efficient issue resolution and high-impact customer service. Responsible for guiding junior engineers, managing technical escalations and coordinating with internal teams to drive cases to resolution. Responsibilities • Lead by example in delivering high-quality service and resolving advanced to expert-level tickets.• Serve as a primary escalation point for complex issues requiring expert-level troubleshooting.• Act as a mentor for APSEs and PSEs, supporting their development through shadowing and cross-training.• Create and update Knowledge Base articles, contributing to continuous service quality improvements.• Implement and champion best practices in service delivery, leading the pod in process adherence and optimization.• Ensure cross-training for APSEs in critical processes such as QM tasks to build a resilient and flexible team.• Handle a steady flow of tickets, from fundamental to advanced level, maintaining focus on timely resolution.• Monitor key performance metrics to ensure high client satisfaction through effective support delivery.• Collaborate with PSEs and Escalation Engineers to drive ticket closure and share operational best practices.• Support service delivery initiatives by contributing actionable data and feedback from real-time case management.Accomplishments • Assisted in QA process for automated ticket escalation workflow.• Review and interview candidates for Data Platforms and Analytics and BST teams. Also, created technical interview questions for Data Platforms and Analytics team candidates.

Education

• Franklin University

  Bachelor of Science - BS, Information Technology

  2017

• Jones College

  Associate of Arts and Sciences - AAS, Computer Information Systems and Technology

  2007

Skills

• Computer Network Operations
• Troubleshooting
• Wireless Networking
• Telecommunications
• Network Administration
• Sql
• Computer Hardware
• Ip
• Dhcp
• Windows 7
• Html
• Adtran
• Voip
• Cisco Technologies
• Networking
• Hardware
• Tcp/Ip
• Wan
• Routers
• Active Directory
• Windows Server
• Linux
• Technical Support
• Operating Systems
• Computer Repair
• Network Security
• Xp
• Microsoft Exchange
• Cabling
• Network Design
• Windows Xp
• Wireless Technologies
• Vmware Esx
• Hyper-V
• Cisco Systems Products