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Mudassir Zaidi

@mudassirzaidi1

Enterprise support engineer at Redwood Software, resolving complex RunMyJobs and JSCAPE MFT incidents and sustaining 99.9% platform availability.

Pakistan

Message

At Redwood Software, I support enterprise customers using Redwood RunMyJobs, RunMyFinance, and JSCAPE MFT. I investigate complex incidents across 20+ accounts and maintain 99%+ SLA compliance.

I’ve led onboarding, environment validation, and production go-lives for enterprise customers. I also owned Sev1 escalations and worked with Engineering and Product teams to reproduce defects, test fixes, and improve reliability.

At GFI Software / Trilogy / Aurea SMB, I supported network security and communication products, resolving 250+ tickets per month. I automated Zendesk workflows and authored knowledge base articles that lifted self-service resolution rates by 20%.

Earlier, I managed NOC, datacenter, and IT operations at Ovex Technologies (DinCloud / Collab9), Khushhali Bank Ltd., and SME Bank Ltd. My work included cloud and datacenter infrastructure, disaster recovery, core banking and ERP rollouts, and support for distributed teams and users.

Experience

Work history, roles, and key accomplishments

Support Engineer

Redwood Software

Mar 2022 - Sep 2026 (4 years 6 months)

Delivered enterprise-grade technical support to global customers, including Fortune 500 organizations, for Redwood RunMyJobs, RunMyFinance, and JSCAPE MFT. Owned complex incidents and escalations, led onboarding and production go-lives, and partnered with engineering to improve reliability.

Customer Support | Technical Support – Network & Security Products

GFI Software / Trilogy / Aurea SMB

Aug 2015 - Mar 2022 (6 years 7 months)

Provided technical support for network security and communication products to a global customer base. Resolved high volumes of tickets, automated workflows, and authored knowledge base articles to improve self-service resolution.

Technical Support Network Security Zendesk Salesforce Jira Confluence TalkDesk Amazon Connect OpsGenie SLA Management KB Articles Automation Incident Management

Manager, NOC

Ovex Technologies (DinCloud / Collab9)

Jan 2013 - May 2015 (2 years 4 months)

Managed NOC and infrastructure teams, architected cloud infrastructure, and served as primary escalation point for service desk teams.

VMWare KVM Citrix Cisco NetApp Ceph Nutanix Cloud Infrastructure NOC Management Incident Response Desktop As A Service Team Leadership

Datacenter Manager

Khushhali Bank Ltd.

Apr 2008 - Jan 2013 (4 years 9 months)

Designed and implemented a Tier II datacenter and DR site, led core banking application and Oracle ERP rollout, and managed systems and helpdesk teams.

Data Center Design Disaster Recovery Oracle ERP Oracle R12.2 EBS Windows Server Linux RBAC ITSM Team Leadership

Department Head, IT

SME Bank Ltd.

Jul 2004 - Apr 2008 (3 years 9 months)

Led IT operations across a 35-branch network, including Exchange mail servers, SMTP gateways, ISA servers, and SQL Server databases. Implemented payment processing systems and managed SLAs.

Exchange Server SMTP ISA Server SQL Server Payment Systems ECIB DataCHK RTGS SLA Management IT Operations

Systems & Network Administrator

SME Bank Ltd. / EGS Pvt. Ltd.

Jan 1999 - Dec 2004 (5 years 11 months)

Managed Windows/Linux systems, application platforms, server infrastructure, patching, network topology, VPN/firewall architecture, monitoring, and disaster recovery environments.