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.
You can get a PDF version of my résumé here
Wentworth Institute of Technology
B.S. Computer Information Systems • August 2016
Minor in Computer Networking --- Deans List Fall 2013, Spring 2014
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. Managing more than 4.5 million mailboxes, I follow up on core issues for our Hosted Email platform via tickets and phone calls with our customers and take ownership of escalations. I also build relationships with our customers and understand them to make sure they are satisfied and their service is running at maximum productivity; as well as to be able to detect a customer’s problem before the phone rings.
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.
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.
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.
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.
- Linux (bash, command line, CentOS, RHEL)
- Google Apps (Certified Administrator)
- Zendesk (and similar help desk solutions)
- Salesforce (and similar CRM solutions)
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
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.