Taqweem Ally
Grand Baie
Summary
Dedicated and adaptable IT professional with over a decade of progressive experience in technical support, customer success, systems engineering, and IT administration. Proven ability to manage complex technical implementations, support enterprise software deployments, and lead strategic onboarding initiatives. Strong communicator and problem-solver committed to delivering exceptional service and operational excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Customer Success Manager
Parallels (RAS)
05.2025 - Current
- Act as the primary technical advocate and liaison for customers post-sale.
- Monitor customer journey data including usage patterns, maturity, and risk factors.
- Conduct regular touchpoints, QBRs, and health checks to deliver optimization strategies.
- Collaborate with sales on renewals and expansion opportunities.
- Lead onboarding initiatives, aligning RAS with customer infrastructure and goals.
- Deliver technical training, walkthroughs, and architectural reviews.
- Troubleshoot integration issues and streamline deployments via automation/documentation.
- Develop customer-facing documentation and training content.
- Gather and relay customer feedback to product and engineering teams.
Technical Account Manager
Parallels (RAS)
12.2024 - 04.2025
- Owned resolution of all support incidents for Premier Customers, maintaining high CSAT.
- Delivered proactive technical advisory services including risk assessments and upgrade planning.
- Managed feature requests, code improvements, and customer issues with Engineering.
- Conducted post-incident reviews and KPI-driven reporting.
- Coordinated project initiatives involving internal tools and support process improvements.
- Collaborated with stakeholders to develop project scope, timelines, and deliverables.
- Documented project outcomes and maintained knowledge sharing repositories.
Intermediate Support Engineer
Parallels (RAS)
10.2022 - 11.2024
- Promoted from Junior to Intermediate Support Engineer based on performance.
- Provided multi-channel support (email, phone, chat, remote) for technical issues.
- Researched and diagnosed system problems; escalated as needed.
- Delivered accurate resolutions and maintained detailed case documentation.
Junior Systems Engineer
Xpert Decision Systems (EOH)
11.2019 - 07.2022
- Provided desktop and systems support including MFA (Duo), SharePoint, Jira, Office 365.
- Administered Kaspersky Cloud, Exchange (2010/365), and Active Directory.
- Managed Windows servers and network infrastructure.
- Installed and configured hardware/software and maintained security protocols.
IT Administrator
Support Chocolate Cars
12.2015 - 10.2019
- Supported WAN/LAN, hardware, and software across the company.
- Handled installations, troubleshooting, and backups.
- Liaised with management on IT procurement and strategy.
- Maintained equipment inventory and performed routine server checks.
Education
High School Diploma - English, Afrikaans, Economics, Computer Studies, Accounting, Mathematics
Westbury Secondary School
01.2007
Skills
- Network Administration & Infrastructure Support
- Cloud Services & Office 365 Administration
- Microsoft Windows Server (2019 and older)
- Microsoft Exchange (2010/365)
- Active Directory & Group Policy Management
- Security Tools: Duo MFA, Mimecast, Kaspersky Cloud, McAfee
- Jira Software & Jira Service Management
- SharePoint Administration
- PRTG Network Monitoring Systems Integration & Troubleshooting
- Virtualization and RAS (Remote Application Server) Deployment
- Knowledge of Citrix, VMware, and SAP platforms
Certification
- Kaspersky – Securing the Future
- Anker & Ezee – An Introduction
- Lenovo – Innovation at Its Best
- Switch to Acer
- McAfee – Keeping the Digital Life Secure
- ExpertZone (Microsoft)
- SAP
Timeline
Technical Customer Success Manager
Parallels (RAS)
05.2025 - Current
Technical Account Manager
Parallels (RAS)
12.2024 - 04.2025
Intermediate Support Engineer
Parallels (RAS)
10.2022 - 11.2024
Junior Systems Engineer
Xpert Decision Systems (EOH)
11.2019 - 07.2022
IT Administrator
Support Chocolate Cars
12.2015 - 10.2019
High School Diploma - English, Afrikaans, Economics, Computer Studies, Accounting, Mathematics
Westbury Secondary School
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