Mack Shakir
Dallas,TX
Summary
Personable Technical Consultant with more than 10 years helping individuals and companies better utilize technology to achieve goals. Adept at communicating complex concepts and technical roadmaps to everyone from Chief Technical Officers to Floor Workers. Accomplished at applying statistical analysis to upgrade systems and operations, without dismissing invaluable human input and intuition.
Overview
21
21
years of professional experience
1
1
Certificate
Work History
Senior technical consultant
SAP Concur
10.2018 - Current
- Partner closely with clients to deeply comprehend their operational and technical demands concerning Concur travel and expense management, fostering a collaborative and insightful relationship from the outset
- Lead the strategic design and architecture of customized solutions, leveraging Concur APIs and cutting-edge technologies to deliver innovative and scalable solutions that align precisely with client requirements, driving operational efficiency and cost savings
- Orchestrating multiple client projects concurrently, meticulously ensuring adherence to project timelines, budgetary constraints, and stringent quality benchmarks, culminating in the seamless delivery of exceptional solutions
- Serve as the linchpin in facilitating synergy among diverse teams including sales, product management, development, and support, to orchestrate the flawless execution and delivery of projects, thereby maximizing client satisfaction
- Conduct immersive training sessions and workshops for clients, partners, and internal stakeholders, equipping them with the knowledge and proficiency to leverage Concur solutions optimally and adhere to best practices
- Provide unparalleled technical expertise and swift resolution of intricate challenges associated with Concur solutions integration and automation processes, ensuring uninterrupted operational continuity and client satisfaction.
Field technical consultant
SAP
04.2015 - 08.2018
- Handled escalations by utilizing problem solving and communication skills to effectively resolve more than 95% of SAP customer inquiries in a timely manner
- Performed daily system monitoring, verify the integrity and availability of all hardware, server resources, backup operations and review system and application logs
- Supported and monitor SAP internal applications including, but not limited to SAP GUI 7.5, SAP Cloud Platforms and Mobile Device Management accounts
- Managed, prioritize the SAP team's on-site consulting function and conduct many client engagements across the country; activities included installation and configuration of SAP office network infrastructure, strategic data clean-up projects, and customized training classes
- Provided assistance in QA of SAP applications during beta testing and roll-out of MS Office 365 suites
- Completed project requiring move of 200 users to the new Boston office location, building servers, testing applications, and ensure all required systems were in place and functional within 30 days.
Desktop Engineer
GOODWIN PROCTOR
01.2013 - 12.2015
- Developed and implemented unattended operating system installations
- Performed system backups, maintenance, and upgrades
- Was responsible for the Windows XP to Windows7 migration project consisting of 700 machines
- Furthered the PKI certificates project, successfully enrolling 600 users for our new Global Intranet web portal.
Desktop Administrator
ABT ASSOCIATES
11.2010 - 12.2012
- Governed licenses management for variety of application platforms
- Managed email migration from Lotus Notes/Domino to Outlook 2010/Exchange
- Administrated Active Directory and Exchange account for an accurate account of current employees
- Maintained password resets, data integrity, and file system security using McAfee Endpoint Encryption technology
- Utilized Remote Desktop environment configuring RDP clients using CISCO VPN
- Provided support to various mobile platforms (BlackBerry, iPhone, iPad, and Windows phone).
IT Support Specialist
ASH INSTITUTE, HARVARD KENNEDY SCHOOL
08.2009 - 08.2010
- Evaluated incident tickets and responded to end-users appropriately and within established SLA and OLA standards
- Troubleshot Mac /IOS hardware malfunctions and encryption monitoring by Absolut Manage
- Conserved and supported over 200 Development and Test systems, handled system administration in addition to providing user support for the technical staff and clients
- Executed server maintenance procedures as needed and met all design and installation specifications.
System Administrator
DUBAI HEALTH CARE CITY
02.2008 - 05.2009
- Collaborated in the development of strategies for hardware and software architecture to ensure their applicability to the Medical Center and physician’s needs
- Provided level II and advanced support to all executives experiencing problems with Desktop/Laptop, printing, server connectivity, and associated business and IT applications
- Proactively worked with various departments on improvement of internal processes, policies, procedures, and cost savings strategies
- Arranged training sessions for new physicians on the PRAGMEDIC Clinical Informatics software application.
Desktop Support Technician
AMERICAN HIGHER EDUCATION
07.2005 - 02.2008
- Procured, received, documented and tracked inventory of computer equipment and printers
- Provided software and hardware training on an individual and small group basis
- Troubleshot and repaired network connectivity and wireless access points problems.
Field security coordinator
UNSECOORD- UNITED NATIONS DEVELOPMENT PROGRAM
07.2003 - 01.2005
- Managed all aspects of the IT asset lifecycle including vendor relationship management, procurement, shipping/receiving, and reporting
- Interacted directly with the Finance team and IT management to reconcile invoices and classified expenses
- Worked with Human Resources on providing IT assistance for new hire induction and seniors escorting.
Education
Bachelor of Science in Computer Science -
BAGHDAD UNIVERSITY
Baghdad, Iraq01.2001
Skills
- Single Sign On Implementation
- Identity Access Management
- Project Management
- Testing/QA/Rollout/Support
- Concur Migrations & Integrations
- Product Training & Mentoring
- Customer Functional Enablement
- Credit Card Validation
- Reporting Services Deployment
- Master Data Replication
- Vendor Management
- SAP Web Services
Certification
- CompTIA, A+
- Network+
- Security+
Timeline
Senior technical consultant
SAP Concur
10.2018 - Current
Field technical consultant
SAP
04.2015 - 08.2018
Desktop Engineer
GOODWIN PROCTOR
01.2013 - 12.2015
Desktop Administrator
ABT ASSOCIATES
11.2010 - 12.2012
IT Support Specialist
ASH INSTITUTE, HARVARD KENNEDY SCHOOL
08.2009 - 08.2010
System Administrator
DUBAI HEALTH CARE CITY
02.2008 - 05.2009
Desktop Support Technician
AMERICAN HIGHER EDUCATION
07.2005 - 02.2008
Field security coordinator
UNSECOORD- UNITED NATIONS DEVELOPMENT PROGRAM
07.2003 - 01.2005
Bachelor of Science in Computer Science -
BAGHDAD UNIVERSITY
- CompTIA, A+
- Network+
- Security+
Personal Information
Title: Sr. Technical Consultant
Personal Information
Title: Sr. Technical Consultant
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