Summary
Overview
Work History
Education
Skills
Websites
Disclaimer
Languages
Certification
References
Timeline
Generic
Shubham Mohod

Shubham Mohod

Borgaon

Summary

Technical Support Specialist with expertise in resolving complex issues across Windows, iOS, and Android platforms. Proficient in managing support tickets and ensuring compliance with service level agreements (SLAs) to enhance user satisfaction. Experienced in troubleshooting applications and systems while collaborating with cross-functional teams to improve operational efficiency. Dedicated to ongoing learning and product knowledge to optimize customer experiences.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Support Associate

FTI Technologies
Ahmedabad
09.2023 - Current
  • Facilitated installation, configuration, and troubleshooting of SSL/TLS certificates across server environments including Apache, Nginx, and IIS.
  • Diagnosed SSL/TLS handshake failures and certificate chain issues to enhance system performance.
  • Guided customers through CSR generation, private key management, and intermediate certificate installation.
  • Supported deployment of SSL certificates on load balancers, CDNs, and cloud platforms to ensure seamless operations.
  • Addressed pre-sales inquiries on SSL certificate types (DV, OV, EV) and relevant use cases.
  • Clarified cryptographic protocols and encryption algorithms to improve customer understanding.
  • Provided cross-platform support for Windows, Android, and iOS applications while resolving issues.
  • Collaborated with internal teams to identify recurring issues and enhance product support strategies.

Customer Associate-I

TTEC India Pvt Lmt
Ahmedabad
03.2018 - 07.2023
  • Resolved high-volume customer queries, achieving adherence to SLAs and enhancing satisfaction ratings.
  • Managed a team of 25 through coaching and training, improving KPIs and team morale.
  • Addressed technical inquiries from top eBay buyers and sellers promptly and effectively.
  • Liaised with external services, including payment gateways and shipping providers, to resolve critical issues.
  • Documented interactions and resolutions in support systems for clear Tier 2 escalation communication.
  • Answered questions regarding product features, pricing options, and availability efficiently.
  • Increased customer satisfaction ratings by providing timely solutions and resolving issues swiftly.

Education

Bachelor of Engineering - Mechanical

Rashtrasant Tukadoji Maharaj Nagpur University
Nagpur
01.2017

High School Diploma -

Kailashpat Singhania High School
Lodikheda
06-2013

Skills

  • Operating systems: Windows, Android, iOS
  • Technical support: Troubleshooting and issue resolution
  • Remote assistance and end-user support
  • SSL/TLS certificate management
  • Written and verbal communication
  • Customer satisfaction and feedback handling
  • Process knowledge: SLAs and issue management

Disclaimer

I hereby declare that all the information provided is true to the best of my knowledge and belief.

Languages

Marathi
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2

Certification

1. Python Basics-1

https://verified.sertifier.com/en/verify/00294203222009/

References

References available upon request.

Timeline

Technical Support Associate

FTI Technologies
09.2023 - Current

Customer Associate-I

TTEC India Pvt Lmt
03.2018 - 07.2023

Bachelor of Engineering - Mechanical

Rashtrasant Tukadoji Maharaj Nagpur University

High School Diploma -

Kailashpat Singhania High School

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Shubham Mohod