Customer-Focused Technical Support Specialist
Resume:
AGHA MOHAMMED HUSSAIN
Email: *************@*****.*** Phone: [+1-905-***-****]
LinkedIn: www.linkedin.com/in/aghamohammedhussain72 GitHub: www.github.com/aghamhussain
Professional Summary
Customer-focused Technical Support professional with 5+ years of experience resolving software, billing, and system issues across inbound and client-facing environments. Proven ability to listen actively, empathize with customers, and deliver clear, effective solutions in fast-paced, multi-tasking settings. Comfortable handling billing inquiries, account troubleshooting, and software-related issues with patience and professionalism. Strong track record of maintaining high customer satisfaction scores and translating technical problems into simple, understandable explanations for non-technical users.
Technical Skills
IT Support & Systems: Windows & web application support, basic Linux/command-line usage, incident troubleshooting, system diagnostics, documentation
Networking Fundamentals: TCP/IP basics, DNS, DHCP, HTTP/HTTPS, IP addressing concepts, connectivity troubleshooting, understanding of LAN/WAN concepts
Tools & Technologies: Python (scripting basics), SQL/MySQL, Git, Docker (basic), REST APIs, JSON
Cloud and deployment: AWS, Azure, Google Cloud fundamentals, application deployment awareness, CI/CD concepts
Professional & Service Skills: Ticket handling mindset, incident escalation, Agile/Scrum collaboration, SOP documentation, process improvement, end-user & stakeholder communication
Professional Experience
Technical Support Representative Scooty - Brampton, Ontario 08/2025 - 03/2026
Provided front-line technical support to customers experiencing issues with software, accounts, and hardware, resolving the majority of cases on first contact.
Handled inbound inquiries related to billing, account access, and service issues, ensuring accurate resolution and a positive customer experience.
Diagnosed and troubleshot software and connectivity issues across multiple platforms, guiding customers step-by-step through solutions in clear, non-technical language.
Logged and tracked all support interactions using ticketing systems, maintaining detailed records for escalation and follow-up.
Maintained high customer satisfaction through active listening, empathy, and a solutions-first attitude in all interactions.
Administrative Assistant Sheridan College at CCTT - Fort Erie, Ontario 02/2024 - 08/2024
Provided front-line technical and systems support for internal staff, assisting with application access, data issues, and workflow disruptions.
Identified, troubleshot, and resolved system, data, and process-related issues, escalating technical problems when required.
Created and maintained SOPs and IT documentation, improving knowledge transfer and reducing repeat issues.
Supported internal reporting systems by validating data accuracy and resolving inconsistencies.
Improved operational efficiency by automating routine tasks, reducing processing and resolution time by ~25%.
Senior Analyst (Technical Operations & Systems Support) R1RCM Global LLC - Hyderabad, India 09/2021 - 08/2023
Supported enterprise healthcare systems and applications, ensuring data accuracy, system reliability, and operational continuity.
Performed root-cause analysis on system issues, data failures, and process breakdowns impacting billing and reporting workflows.
Worked closely with IT, compliance, and operations teams to diagnose issues, apply fixes.
Used SQL and scripting to investigate incidents, validate system outputs, and support production environments.
Assisted in monitoring system performance and resolving issues that affected downstream users and business operations.
Client Representative Analyst Medico Healthcare and Technologies - Hyderabad, India 01/2019 - 08/2021
Acted as the primary support contact for clients, handling technical issues, data discrepancies, and system-related queries.
Logged, tracked, and resolved issues through structured workflows, ensuring timely resolution and proper escalation.
Translated technical problems into clear, user-friendly explanations for non-technical users.
Collaborated with internal technical teams to resolve recurring issues and improve system reliability.
Maintained ~95% client satisfaction through effective communication and issue resolution.
Selected Academic / Capstone Projects
Air Quality Forecasting & Alert Dashboard
Supported an API-driven dashboard system, integrating backend services and validating data flow.
Troubleshot data inconsistencies and ensured reliable display of real-time metrics.
Focused on system reliability and clarity for non-technical users.
AI Chatbot for Fitness Tracking
Integrated an AI chatbot into a web application interface for real-time interaction.
Designed conversational UI elements to improve user engagement and retention.
Worked on front-end logic to display personalized responses and activity summaries.
Education
Applied A.I. Development
George Brown College, Toronto, ON [Jan 2025 – Dec 2025]
Relevant Courses: Machine Learning, Deep Learning, Data Mining, Database Systems, Statistical Analysis, Cloud Computing
Business Analyst with Information Technologies
Sheridian College, Fort Erie, ON [Jan 2024 – Dec 2024]
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