Yousif Abood

Reston, Virginia, United States

Employment

AppAssure Software.   July 2008 – Present

Support Team Lead,  March 2009 – Present

• Promoted to support team lead after less than one year as support engineer
• Responsible for all support team technical deliverables, including customer case resolution, support SLAs, and sales engineering assistance
• Personally took technical ownership of AppAssure’s largest and most high-profile accounts, including large MSPs and corporate accounts
• Responsible for generation of detailed daily reports of support team activity for management
• Central point of contact for all support tickets escalated to development
• Provided intensive on-site support when a high-profile customer opportunity was in jeopardy
• Participated in screening support team applicants and hire/no-hire decisions
• Mentored new support team hires on Replay fundamentals and support team processes
• Designed and implemented company knowledge base using vBulletin, PHP, HTML and CSS

Support Engineer,  July 2008 – March 2009

• Responsible for answering support phone calls, emails, and tickets from AppAssure customers
• Worked with AppAssure development team to identify, reproduce, work around, and resolve product issues
• Identified countless issues in customer environments masquerading as Replay problems
• Performed dozens of Exchange, AD, and SQL Server disaster recoveries for AppAssure customers under pressure from both customers and AppAssure management
• Diagnosed and resolved many customer issues unrelated to AppAssure product line, including missing/old drivers, missing/incorrect hotfixes, disk failures, network configuration errors, failure to follow Exchange best practices, etc
• Built VMWare ESX virtual machines in response to Development, Support, and QA team needs, or to replicate customer environments for issue reproduction and troubleshooting
• Rotated pager duty every three weeks
• Worked late nights, weekends, and holidays to solve customer problems, recover from catastrophic data losses, and assist customers with AppAssure product deployments

Bearingpoint, Inc.  September 2005 – June 2007

Web Application Developer

• Worked on site with BearingPoint, Baghdad, Iraq as a .NET developer on a large, high-profile software development project
• Designed, developed and implemented a sophisticated bilingual web application using ASP.NET 2.0, C# and Oracle 10g
• Designed high quality graphics and logos using Photoshop CS and 3DsMax
• Facilitated software requirements gathering missions at Ministry of Justice, Ministry of Interior, Higher Judicial Council, & Ministry of Labor and Social Affairs
• Provided translation for foreign IT and Policy advisors during Rule of Law conferences, meetings with Iraqi officials, and day-to-day activities

L3 Communication, Titan Linguist Operations.  June 2004 – September 2005

Foreign Language Translator/Interpreter

• Worked as a Translator/Interpreter for Raven Company 617TH MP, US Military at Baghdad International Airport (BIAP), Baghdad, Iraq
• Worked as a Translator/Interpreter in the International Zone for the US Military
• Worked as Tech Support Specialist for the Iraqi Correctional Service (ICS)
• Maintained four computer facilities and trained over 40 personnel (Social Researchers) on computer fundamentals
• Implemented and maintained a basic Access database used throughout the Iraqi Correctional Service

Tornado Information Systems.  2002 – 2004

Founder

• Founded and operated hardware reseller/ISV in Baghdad’s prosperous Bay-aa neighborhood
• Assembled computer system specifications in response to customer requests
• Sourced components from vendors in Baghdad’s high-tech Senaa Street market district
• Provided ongoing post-sale hardware and software support
• Performed graphic design, 3D modeling, and video editing services for individuals and businesses

Skills

Tools

• Exchange 2003/2007
• Exchange cluster configurations including SCC and CCR
• Windows Server 2003/2008
• Active Directory
• SQL Server 2005/2008

Abilities

• Web design and development
• 3D modeling and design
• Hardware provisioning

Spoken languages

• Arabic – Native Speaker
• English – Fluent

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