Jezill Asharaf

As a Senior Consultant - Collaborated with the Customer Success Team to drive technical adoption of VMware products and implemented EUC projects as part of Success 360 Accelerator team. - Conducted workshops for customers to facilitate the adoption, consumption, and optimization of VMware EUC (End-User Computing) products including Horizon View, Horizon Cloud Service, App Volumes, Dynamic Environment Manager, and Workspace One Access. - Planned, designed, deployed, and configured solutions as part of implementing EUC projects managed by VMware Professional Services team. - Developed and curated specialized content to address specific use case for customers to enhance the reputation and visibility of the Expert On Demand program launched in June 2023. - Worked closely with cross-functional teams and stakeholders to successfully deliver projects within the specified timeframe. As a Senior Technical Support Engineer - Provided comprehensive support and assistance to the most strategic Premier Services and Success360 customers using VMware EUC products and solutions. - Acted as Subject-Matter Expert (SME), leveraging customer experience to provide high-quality support and resolve Tier 2 and Tier 1 support escalations through advanced troubleshooting. - Provided formal root cause analysis for critical customer situations, ensuring effective problem resolution. - Offered technical assistance in support planning, upgrades, and maintenance. - Cultivated relationships with Product Development, Core R&D, and VMware PSO teams, enhancing collaboration and communication. As a Technical Support Engineer for Premier Services Team - Offered technical support and account management to customers enrolled in the Mission Critical and Business Critical Support Plans. - Provided remote support by troubleshooting and delivering timely solutions with RCA (Root Cause Analysis) for service requests related to vSphere products such as vCenter Server and ESXi Host, as well as VMware EUC products. - Conducted bi-weekly cadence calls for Business Critical Support Plan (BCS) customers to update them on the status of service requests, upcoming activities, health checks, and customer relations.

As part of the IT Service Management Team, oversaw IT Helpdesk operations at HQ office and remote sites, ensuring seamless IT service delivery enterprise-wide. Implemented ITIL best practices, maintaining compliance with ISO/IEC 20000 accreditation. Responsibilities included Active Directory management, system configuration support, incident resolution, customized analytics reporting, end-user computing strategy, and collaborative IT projects.

Provided comprehensive IT support by overseeing data center administration, maintenance, and end-user assistance within agreed SLA parameters. Responsibilities encompassed Windows Servers administration (Active Directory, Microsoft Exchange, WSUS, Blackberry server), backup management using EMC Networker, and handling Cisco Router, Switches, Firewall, and Nortel PABX systems for IP telephony.

As a member of a team outsourced by Microsoft, provided support for networking issues on Windows Server 2003, specifically related to VPN, DNS, DHCP, and Active Directory Replication.