ZAID AL-SHAWWAF
Ottawa,Canada
Summary
Technical Account Manager with a proven track record of streamlining operations, improving customer experience, and supporting revenue growth. Strong aptitude for troubleshooting complex technical issues and delivering effective solutions that increase client satisfaction. Recognized for building long-term customer relationships, managing multiple accounts simultaneously, and translating technical concepts into clear, actionable insights.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Account Manager
Section
Ottawa, Canada
02.2025 - Current
- Serve as the primary technical liaison for enterprise clients, providing advanced troubleshooting and proactive guidance for Section's PKI and digital certificate solutions, including SSL/TLS, S/MIME, and Certificate Lifecycle Management (CLM).
- Ensure timely resolution of technical issues while meeting strict SLA, response, and resolution targets to minimize client downtime.
- Delivered Premier-level account management through regular business reviews and strategic insights tailored to client environments.
- Built and maintained trusted relationships by providing consistent, transparent, and accountable technical support.
- Conduct client training sessions to empower customers in leveraging Section's offerings effectively across diverse environments including Windows, Linux (RedHat), Cisco, Citrix, and cloud platforms such as AWS.
- Proactively monitor customer environments and manage key events to prevent service disruptions.
- Identified growth opportunities by analyzing customer trends and usage patterns, providing personalized recommendations and advocating for customer needs with internal product and engineering teams.
- Managed customer accounts, ensuring satisfaction with services and solutions.
- Collaborated with sales teams to develop strategies for client retention and growth.
- Led product demonstrations, showcasing features and benefits to potential clients.
- Educated customers on products and services as well as general technical information.
Customer Focus Engineer
Check Point Software Technologies
Ottawa, Canada
08.2024 - 08.2025
- Collaborated with cross-functional teams to identify and address system vulnerabilities, enhancing overall security posture.
- Created technical documentation for software applications and processes.
- Led training sessions for staff on Cloud Security best practices and tools.
- Participated in team meetings to discuss project progress updates.
- Documented all engineering activities according to established procedures.
- Assisted in troubleshooting issues related to product design or manufacturing processes.
- Generated technical reports for customers, providing insights to support informed decision-making.
- Prepared detailed cost estimates and budgets for projects to ensure financial accuracy.
- Advised customers on effective use of products or services, improving user experience and satisfaction.
Escalation Engineer, Cloud Security
Check Point Software Technologies
Ottawa, Canada
09.2022 - 08.2024
- Conducted failure analysis and recommended performance improvements.
- Assisted sales/marketing with technical materials and supported R&D automation initiatives.
- Led the resolution of high-impact technical escalations involving cloud security tools.
- Provided Tier 3 support to enterprise clients and documented cases in Salesforce CRM.
- Diagnosed software/network issues and interfaced with developers/QA for resolutions.
- Conducted remote debug sessions and delivered detailed escalation reports.
Warehouse Associate
FedEx Ground
Ottawa, Canada
10.2021 - 07.2023
- Performed order processing, inventory management, and ensured warehouse safety.
- Executed loading and unloading of materials in a timely manner., material transport, and damage inspection.
Education
Associate of Applied Science - Computer Programming
Algonquin College
ON08.2022
Bachelor of Science - Software Engineering
Applied Science Private University
02.2020
Skills
- Python
- C
- C#
- PHP
- Java
- JavaScript
- Technical support
- System troubleshooting
- Technical documentation
- Customer relationship management
- Account management
- Process improvement
- Client training
- Relationship building
- Problem solving
- Sales support
- Client onboarding
- Time management abilities
- Staff training
- Customer technical support
- Problem-solving
- Product knowledge
- CSS
- ASPNET
- SQL
- MySQL
- PostgreSQL
- Oracle
- MongoDB
- MS SQL Server
- Azure Cosmos DB
- AWS
- Azure
- Section PKI
- SSL/TLS
- CLM
Certification
AWS Certified Cloud Practitioner, 10/25
References
References available upon request
Awards
Employee of the Month, 04/23
Timeline
Technical Account Manager
Section
02.2025 - Current
Customer Focus Engineer
Check Point Software Technologies
08.2024 - 08.2025
Escalation Engineer, Cloud Security
Check Point Software Technologies
09.2022 - 08.2024
Warehouse Associate
FedEx Ground
10.2021 - 07.2023
Associate of Applied Science - Computer Programming
Algonquin College
Bachelor of Science - Software Engineering
Applied Science Private University