Faisal Misle

About

I'm a passionate, quick learning person with a strong passion for IT, email security, and systems administration. Armed with my Office 365 MCSA, I currently help companies get the most out of their Office 365 deployments and investment. I enjoy helping people and making them happy; living by the phrase "Be Helpful" which has led to my passion for elevated customer care.

Experience

  • Lead Email Technician

    Rackspace

    San Antonio, TX

    Aug 2018 - Present

    My team bridges the gap between support and operations, product and engineering by partnering with them to ensure a smooth day to day operation. Communicating new releases that will impact our customers and working with them to identify trends, identify issues before they happen and run point during disruptions.

  • Support Technician II - Cloud Office

    Rackspace

    San Antonio, TX

    Jun 2017 - Aug 2018

    - Moved to the Office 365 team and worked with customers to setup, deploy and configure their 365 environments and provided on-going support, diagnosis, and troubleshooting of the 365 platform as well as create training resources for Rackers to stay up to date with the latest Microsoft releases
    - Maintain a constant communication with Microsoft engineers regarding issues that arise with our customers

  • Support Technician - Cloud Office

    Rackspace

    San Antonio, TX

    Oct 2016 - Jun 2017

    - I followed up on core issues for our Hosted Email platform via tickets, chats and phone calls with our customers and take ownership of escalations to liaise with operations teams.
    - Helped run an initiative to improve our public-facing knowledge base and self-service help tool which decreased support contacts by 19% by revamping our customer facing documentation to make it easier to follow and understand

  • Technical Coordinator (Co-op)

    Harvard Medical School

    Boston, MA

    Sep 2015 - Dec 2015

    I worked 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 and developing a supplemental data hosting service as well as assisting with a 80TB migration of file servers with different architectures

  • Social Support Specialist (Co-op)

    Rackspace

    San Antonio, TX

    Jan 2015 - Apr 2015

    As a member of the Social Support team, I helped oversee all Rackspace social channels (Twitter, Facebook, Reddit) 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.

  • Product Evangelist

    AYTM

    Nov 2011 - Aug 2012

    Answered tickets and live chats in a timely manner and ensured our customers were happy with our platform. Worked with the Chief Product Evangelist to optimize help desk efficiency, setup ticket workflows and automations and updated help documentation

Education

  • Wentworth Institute of Technology

    Computer Information Systems

    2012 - 2016

    Minor in Computer Networking

    Dean's List: Fall 2013, Spring 2014

Awards

  • Communications Volunteer of the Year

    American Red Cross of Massachusetts

    Jun 2015

Projects

Skills

  • Native Spanish Speaker (Read/Write)
  • Proficient with Linux-based server administration
  • Setting up and configuring DNS, FTP, SSL, Apache, MySQL
  • Experience with Email Security Gateways such as Proofpoint and Barracuda
  • MCSA: Office 365
  • Google Apps Certified Administrator
  • Experience managing CRM + help desk tools
  • Experience with Active Directory

Contact