About Me

I've always been interested in technology and how things work since an early age. By the time I was 6, I was already exploring the BIOS of our Windows 98 Compaq Desktop and messing with the Control Panel settings on Windows to see what would happen. I am a very curious individual and I'm always wanting to explore how things work and tinker with them to discover their full potential. I also love cooking; you will often find me in the kitchen crafting dishes or searing steaks. When I'm not tinkering with my server, trying new services and software or cooking; I enjoy making people happy. From tiny things like sending them a coffee; to big, unexpected surprises. I love making people smile with these unexpected gestures, and the reactions are always priceless.

I currently hold a MCSA in Office 365, and I am training to achieve the MCSE: Productivity.

You can get a PDF version of my résumé here

Education

Wentworth Institute of Technology

B.S. Computer Information Systems • August 2016

Minor in Computer Networking --- Deans List Fall 2013, Spring 2014

Work Experience

Rackspace Hosting

Lead Email Technician - Cloud Office • Starting September 2018

Lead Techs bridge the gap between support and the operations and engineering teams. We are expected to be the last line of defense in support. Able to answer the most difficult problems posed by our customers and work with them when their needs are more complex than what we can offer by partnering with our Product and Operations teams. We are also the voice of Product and Operations to the support teams, communicating new releases that will impact our customers. In addition to all support-related endeavors, we analyze trends in support volume, issues, and triage and diagnose potential service disruptions.

Rackspace Hosting

Support Technician - Cloud Office • October 2016 - Present

We take Fanatical Support to heart. It is the #1 trait embodied by all Rackers and we go above and beyond for our customers and each other. As part of our Fanatical Support for Office 365 team I get the pleasure of assisting our customers get the most out of their Office 365 subscription and assist with any issues that may arise. This includes tenant setups and best setup practices for a smooth transition, product use questions, best usage guidelines on how to optimize and get the most out of the platform, and product troubleshooting. We also have a direct connection to Microsoft Engineers should an issue arise that is beyond our control and are in constant communication with them regarding product updates and best practices so we can offer our customers the most out of their investment. During this time, I have also achieved my MCSA certification to assure customers they're in good hands with a team that has their best interests in mind. Lastly, I build relationships with our customers and understand our customers to make sure they're satisfied and their service is running at maximum productivity.

Harvard Medical School

Technical Coordinator Intern • September 2015 - December 2015

I work collaboratively with researchers at HMS to identify, design, and deliver a wide range of technological solutions at the ever-changing forefront of biomedical research. Working closely with HMS Core Facilities, local IT Support, the HMS IT Client Services and Research Computing teams to provide valued, sustainable and well-supported services to meet research needs. Projects included deploying FTP servers for legacy research papers and developing a supplemental data hosting service for researchers as well as assisting with an 80TB migration of file servers with different architectures and acting as a consultant to researchers to determine the appropriate IT resources needed for their projects.

Rackspace Hosting

Social Support Specialist Intern • January 2015 - April 2015

As a member of the Social Support team, our primary objective is "Be Helpful"​. Our team is the official Rackspace brand guardian - we oversee all Rackspace social channels (Twitter, Facebook, Reddit, among others) which we use to listen to our customers' needs, wants and concerns and act on them relaying them to the proper team for action and resolution as well as acting as advocates for our customers with internal teams. Additionally, we help Rackers and customers connect and build relationships using social media.

Help Scout

Customer Advocate • October 2012 - December 2012

As a Part-Time Customer Advocate at HelpScout, I followed up with new companies that signed up to check up on them if they had any issues or questions about our platform. I was also front-line support and helped with questions via Live Chat as well as answered customer questions via tickets. I also followed up with customers at the end of their trial to see if we were a good fit for their business and how could we help further.

AYTM

Product Evangelist • November 2011 - August 2012

As a Product Evangelist for AYTM, I delivered customer happiness through various support channels, including managing a dedicated help twitter account, answering questions via live chat and email. As well as guiding customers through survey creation and troubleshooting. I worked with a very passionate team who love what they do and put the customer first.

Skills

  • Native Spanish Speaker
  • MCSA: Office 365
  • Google Apps (Certified Administrator)
  • Linux (bash, command line, CentOS, RHEL)
  • Powershell

Testimonials

  • Faisal is an awesome addition to any customer-oriented team. He's very experienced in customer support and quick to learn any Web application. Technically savvy, hard working and self motivated; he helped us to set up and automate several customer facing systems and improve efficiency of our internal processes in addition to contributing to the happiness of our clients on daily basis.

    Lev Mazin, CEO | AYTM

  • Faisal came to Rackspace after being a long time customer and promoter. He had the expertise about our products and above all, embodied all our core values. He fit in with our culture right away and learned our internal processes really quickly and with little supervision. His passion and dedication, coupled with his technical expertise make him an asset to any customer facing team.

    Rob La Gesse, VP - Social Strategy | Rackspace

  • Faisal introduced himself to us seeking an internship with AYTM. He quickly came onboard with an excellent skill set - fluent in Salesforce, Zendesk, Snap Engage just to name a few. We were thrilled considering we use those applications. He learned our platform quickly and supports our application in a professional, efficient manner. He is a polite gentleman with superior communication skills. Faisal is over qualified for the work he does for AYTM yet continues gracefully assisting us. I highly recommend Faisal and commend him for helping us here at AYTM.

    Lisa Santos, Director of Operations | AYTM

  • Faisal has been the leader of student initiated technology in high school for as long as he's been a student here. He's a pleasure to work with in class as well as on outside projects. Faisal definitely has the potential and ability to do amazing things in the IT industry.

    Devin Carlson

Contact Form

I love hearing from you! I am pretty easy to get in touch with. You can email me, call me, text me, tweet me, or even send me regular snail mail! I read every email and I get and I reply pretty quickly as well.