Technical Support Representative

Shafahathullah B Mohammed

*************@*****.***, +1-224-***-****

Professional Summary

Highly skilled Technical Support Representative with 6 years of experience in delivering exceptional customer service and technical troubleshooting across diverse industries. Proven ability to diagnose complex issues, implement effective solutions, and enhance customer satisfaction. Strong communicator with a talent for simplifying technical concepts and fostering positive client relationships. Adept at managing multiple support channels, optimizing processes, and contributing to team success. Committed to continuous learning and professional development to stay current with emerging technologies and industry best practices.

Work Experience

Deloitte – Berkshire Hathaway

Business Analyst

12/2022 – 03/11/2024

Illinois, IL

• Engage with business partners to elicit requirements using interviews, documentation analysis, requirements, and workshops.

• Develop business requirement documentation, use cases, mockup dashboard designs and workflow diagrams. Organize information gathered from multiple sources, reconcile conflicts and present information in a manner that business customers can review and approve.

• Facilitate and drive project meetings with both business and technology teams. Coordinate efforts to gather requirements for multiple initiatives simultaneously.

• Coordinate efforts to gather requirements for multiple initiatives simultaneously.

• Work with teams that are geographically dispersed and comprised of all disciplines, such as architects, business analysts, developers and testers.

• Provide periodic status updates to the stakeholders and escalate issues/risks on time.

• Engage in the development and execution of testing plans, document, and triage issues.

Field Technical Support Representative

GM

01/2020 - 10/2022

Michigan, Warren MI

Assists other technicians with customer problems as needed or requested

Basic working knowledge of terminal related equipment (Hubs, Routers, switches, servers and various networking components)

Provide technical support of all Charter HSO related products and services including Digital Phone

Understand and inform customers of all Charter Communications consumer products and services

Delivered comprehensive support for B2B clients, managing technical issues related to cloud platforms (Azure, Google Cloud, AWS) and database systems (Microsoft SQL Server, Oracle).

Implemented and managed cloud-based solutions, ensuring seamless integration and performance optimization for enterprise customers.

Provided expert-level support in a production environment, resolving critical issues promptly to minimize downtime and maintain service quality.

Collaborated with clients to understand their technical needs and provided tailored solutions, enhancing overall customer satisfaction.

Developed and delivered training materials on cloud and database technologies, contributing to the professional growth of team members.

Sr Data Analyst

Accenture - Google

12/2016 - 12/2017

India, Hyderabad

Administer and maintain Google Workspace services, including Gmail, Google Drive, Google Calendar, Google Meet, Google Chat, and other associated applications.

Configure and optimize Google Workspace settings to meet the organization's specific needs.

Monitor and manage user accounts, groups, and permissions.

Google Apps Manager

Data Migrations

Chat support for customer related to Google phones and products Nexus/Pixel devices.

Analyzed and resolved technical issues related to database technologies, including SQL Server and Oracle, with a focus on optimizing performance and reliability.

Maintained strong interpersonal relationships with clients, providing consultative support and recommendations based on their technical needs.

Contributed to the development of best practices and support processes, enhancing the efficiency and effectiveness of the support team.

Technical Support Representative

Sutherland – [Hyderabad, India]

Dell Computers – Contractor Randstad

01/2016 - 11/2016

Onboard and off-board clients for Data Derivatives products and services

Field client inquiries and requests received via email, Chat, Sales Force, and phone, including, but not limited to, product and application questions, as well as data and price confirmations.

Provide timely and accurate response to all client inquiries.

Provide support for any file delivery failures.

Escalate issues with internal groups to resolve issue with urgency, when applicable

Maintain strong relationship with clients and internal teams.

Ensure up-to-date documentation of policies, procedures and work processes periodically.

Education

Jawaharlal Nehru Technology University

2010 - 2014

Bachelor's Degree in Electrical & Electronics Engineering

University of the Cumberlands

2018 – 2020

Master’s Degree in Computer Science.

Professional Skills

Strong understanding of technical IT support knowledge, as well as basic project management skills and communication and analytical problem-solving skills

Effective listening skills, strong interpersonal and phone skills

Demonstrated ability to effectively coach and communicate with all levels of employees; possesses strong interpersonal skills

Strong technical abilities with prior troubleshooting experience in hardware, software, and computer networking; TCP/IP & Wireless networking experience

+ Fast learner, flexible and proven ability to work in a demanding environment with strong multi-tasking skills

Analytical, problem solving skills and decision-making skills

Fast learner, self-starter, flexible and proven ability to work in a demanding environment with strong multi-tasking skills

Technical Skills

Proficient in Windows and macOS operating systems

Familiar with various CRM and ticketing systems (e.g., Zendesk, Salesforce)

Knowledgeable in networking principles and protocols (TCP/IP, DNS, VPN)

Experience with remote desktop tools (e.g., TeamViewer, LogMeIn)

Strong problem-solving and analytical abilities

Cloud Computing Platforms: Azure, Google Cloud, AWS

Database Technologies: Microsoft SQL Server, Oracle

Healthcare Software & Regulations: Familiar with healthcare software and industry standards

Problem-Solving: Excellent analytical skills with a track record of effective issue resolution

Interpersonal Skills: Strong communication and organizational skills; collaborative and consultative approach

Self-Starter: Ability to work independently with minimal supervision

Feedback Orientation: Open to constructive feedback for continuous improvement

Soft Skills

Excellent verbal and written communication

Strong customer service orientation

Ability to work under pressure and manage multiple tasks

Team player with a collaborative approach

Adaptable and quick to learn new technologies

Achievements

Reduced average resolution time by 20% through improved troubleshooting techniques and process optimization.

Increased customer satisfaction ratings by 15% through effective communication and problem-solving.

Recognized as “Employee of the Month” three times for exceptional performance and customer service.

Professional Affiliations

Member, Association of Support Professionals (ASP)

Member, IT Service Management Forum (itSMF)

References

Available upon request.

Contact this candidate