Raid Aboul Hosn

6310 N MacArthur Blvd #2033 Irving, TX 75039 cell- 512.694-8815- rh7c2eb6@west

post.net

Professional Profile
Proficient Information Technology professional with proven analytical, organiza
tional, and communication skills
Multilingual in 4 languages and cognizant of differing cultures, customs and bu
siness practices (Latin America & Middle East)
International industry project experience on distributed information systems, e
nterprise application integration, customer interaction, and end-user support an
d training
Experienced in process analysis and system engineering.
Technical Competencies
Certifications: MCSE 2000/2003, MCDBA, MCSD
Transcript: www.microsoft.com/learning/mcp/transcripts / Transcript ID: 662473
/ Access Code: TranScript10
Supported Windows Operating Systems: Windows XP, Windows 2000/2003, IIS, Setup,
Active Directory, Group Policy, Performance and Networking issues, Unix, ESX, V
Mware, Netware and Linux (Redhat, Suse)
Supported .NET applications running on .NET Framework Environment and SQL 2000/
2005/2008
Workshops: Introduction to Virtual Reality, Object-Oriented Development, Relat
ional Database Theory, Troubleshooting, Maintaining & Repairing PC
Graduation Thesis: Immersive Virtual Reality - http://geocities.ws/raidhosn/
Education
Business Administration - UNAMA University Brazil - 1993
Political Science - UFPA University - Brazil 1996
Computer Science - CESUPA University Brazil - 2000
Languages
Fluent: English, Portuguese, Arabic & Spanish
Professional Experience

Partner Technical Consultant

August 2009 August 2010
Microsoft Dallas, TX
Partner Technical Consultant (PTCs) cultivates the relationship with Microsoft G
old Certified Partners and Certified Partners by facilitating the delivery of pr
oactive consultative services, technical relationship management & escalation se
rvices to support our partners needs in Latin America. This role required both b
road and deep technology knowledge and the ability to architect solutions by map
ping common customer business problems to reusable end-to-end technology solutio
ns. Demonstrated ability to engage in senior level technology decision maker dis
cussions related to agility, business value, and end to end information technolo
gy security is also a must. Required technical skills include demonstrated exper
ience in one or more of the following with design, architect, integration and de
ployment:
Extensive experience in high availability, tuning, performance and scalability
 Windows Server, Windows Client and Active Directory, HA, Cluster
Exchange Server
Virtualization (HYPER-V,MAP Toolkit, MED-V, APP-V, VDI, RDS, TS, AZURE)
System Center
ISA/TMG Server
Forefront Client/Server

Duties Performed:
Service Delivery Planning - Understand the partners business, context, and need
s (technical, economic and psychological) to earn their trust and the credibilit
y to provide advice. Map relevant partners projects and help deliver by providin
g technical advice.
Partner Evangelism - Positioning the business value of the Microsoft platform a
nd services to help win platform adoption. Demonstrated solid presentation skill
s dealing with broad audience. Knowledge of at least one strategic technology so
lution, plus marketing level knowledge of one other technology solution. Drive e
xcitement around new Microsoft technologies and other strategic initiatives/conc
epts around SharePoint or MOSS.
Best Practice Recommendation - Providing recommendations to partner using the M
S patterns and practices, case studies and proven solutions, to help the partner
build robust and scalable solutions.
Partner Project Consulting Assistance - Help the Partner in resource coordinati
on and aide for their on-going projects related to sales, deployments or adoptio
n of Microsoft solutions. Resources coordinated include SMEs, lab facilities, re
mote access capabilities, etc.
Workshop Delivery - Presenting simple to complex technical or functional topics
. These include demos and scenario-based discussions imparting relevant informat
ion and influencing adoption of MS Technologies. Includes response to follow up
questions resulting from delivered workshops.

Complex Systems Senior Analyst October 2006 January 2009

DELL Computers Round Rock, TX
Support Windows, Linux, Suse, Redhat , Netware, Unix and ESX, Vmware environmen
ts
Addressed complex technical situations involving customers from over 20 countri
es in Latin America and Canada.
Led Business Process Improvement projects and Network/Systems maintenance withi
n internal departments which focused on reducing overall customer resolutions by
25%
Resolved customer issues with server platforms and other systems such as networ
k servers, blades, switches or multi-user hosts.
I have utilized Server Labs for troubleshooting purposes. Reproducing issues or
OS installation purposes..
Working experience with server class systems (SAS, SCSI, RAID, Backup, Server 2
003, Active Directory, Tape Libraries, DFS, DHCP, DNS, AD, IIS).
Assisted Storage Engineers with clustering server cases by documenting, collect
ing logs and troubleshooting.
Responded to customer issues related to hardware, software, and networking on h
eterogeneous server environments.
Assumed complete ownership of customer issues by employing internal and externa
l resources for effective solutions, while improving the overall customer experi
ence.
Independently worked to determine the best approach on assignments, setting obj
ectives and deciding how to proceed.
Worked with Technical Account Managers on many cases to plan and execute plans
to resolve customer issue in a timely manner.
 Provided mentoring and training of technical skills to new hires and other team
members.
Provided weekly feedback on coaching events, and team training progress.
Assisted in technical skill development of technician team, and evaluated perfo
rmance using on key performance indicators. Also worked with technicians from m
ultiple support levels, Bronze, Silver, and Gold queues as well as L2s from each
of these groups to ensure they are on track in resolving customer issues.

Technical Lead February 2006 May 2006

Microsoft Corporation Sao Paulo, Brazil
Assisted Sales Engineers (SE) in supporting technical SQL 2005, Windows, IIS an
d .NET issues, as well as complex customer service matters.
Interviewed, recruited and trained new hires in processes and technologies
Escalated and assisted management in handling difficult customer issues.
Proactively reviewed open cases to assist engineers, validate action plans, and
assess the need of escalations.
Reviewed Top issues with Partner Tech Leads to determine common solutions and r
eport back to the team.
Ensured Support Engineer were following established procedures
Partner Support Engineer III February 2005 February 2006
Microsoft Corporation - Issaquah, WA
Delivered Development and Enterprise Advisory Services Ongoing ad-hoc technica
l troubleshooting, best practice recommendations, and knowledgebase on Microsoft
technologies
As Technical Services Coordinator (TSC) representative, provided Technology Arc
hitecture and Application Design Reviews, code samples and reviews to customers.
Supported Windows, SQL 2000/2005, IIS, ASP.Net, VB.Net, ADO.NET and C #, .NET a
pplications.
Web server IIS server troubleshooting. Logs extraction and/or analysis. IIS con
figuration assistance.
Delivered Tech-Talks, live chat and presentations focusing on areas of developm
ent via Microsoft Live Meeting.
Provided security alerts, patches, Hot Fixes and new information resources so p
artners can take proactive, preventative measures with their customers.
Helped implement Independent Software Vendor (ISV) culture through Latin Americ
a.
Premier Support Analyst II August 2002 February 2005
Microsoft Corporation - Issaquah, WA
Assisted on development and enterprise product support to Microsofts Premier cl
ient companies in Latin America.
Served as liaison between Latin America customers and Microsoft Product Support
technical groups in order to overcome language/cultural barriers while resolvin
g technical issues.
Assisted supporting Windows, SQL 2000/ 2005, T-SQL, Reporting Services, 2005, D
ata Integration Services 2005, IIS, Exchange, ASP.Net, VB.Net, ADO.NET and C#, .
NET applications.
Assisted in diagnosing complex infrastructure and (Developer Application) issue
s, determine impact of problem to customers business functions, and route to app
ropriate support teams.
Act as an information contact by proactively offering hot fixes, security bulle
tins, white papers, and other technical resources relevant by partner.
Offer customers Incident Request Management by establishing supportability guid
ance and options.
Software Test Engineer I October 2001 July 2002
Microsoft XBOX Games - Redmond, WA
Tested both single and multi-player scenarios if the product supported this opt
ion.
Provided, to assigned lead, verbal feedback, executed black box tests and repor
ted product anomalies/bugs/issues when found. Where appropriate, performed repro
duction of testing errors and also performed ad-hoc testing while documenting in
cidents with a comprehensive description of problems and step-by-step solutions.
Worked with users to build test cases and perform QA testing in the UAT environ
ment.