Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Activities
Timeline
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Mahaboob Mohisin Ali Mohammad

Product Support

Summary

Dynamic Product Support Specialist with a proven track record at Porter, excelling in technical troubleshooting and root cause analysis. Achieved a 40% reduction in bug resolution time through detailed defect reporting and effective collaboration. Adept at process improvement and customer support, driving enhanced satisfaction and operational efficiency.

Overview

7
7
years of professional experience
2020
2020
years of post-secondary education
4
4
Certifications
4
4
Languages

Work History

Product Support Specialist

Porter
03.2023 - Current
  • Company Overview: Smart Shift Logistics PVT LTD
  • Led the resolution of escalated technical issues, acting as a bridge between QA, developers, and internal teams.
  • Documented complex product bugs and followed through on end-to-end resolution.
  • Supported internal teams with product knowledge, enabling faster first-time resolutions.
  • Tested software applications for bugs and errors before release.
  • Performed root cause analysis on complex technical problems reported by customers.
  • Documented all customer interactions in the help desk ticketing system.
  • Own AAA (Attribution & Acquisition) and RRR (Retention & Relationship) product areas, including tools like Firebase, Adjust, MoEngage, Apxor, Mixpanel, and Salesforce.
  • Drive issue resolution for L3/L4 tickets with deep RCA, observability, and process improvements.
  • Manage weekly reporting of bugs with impact quantification and prioritization (P0-P2), working with PMs and Engineering.
  • Perform QA/UAT testing and support GTM efforts for new features.
  • Collaborate on customer studies, post-release data analysis (SQL, Metabase, GA), and documentation.
  • Maintain SOPs and access management for customer journey and analytics tools.
  • Smart Shift Logistics PVT LTD

Quality Support 1 & 2

Porter
11.2020 - 03.2023
  • Company Overview: Smart Shift Logistics PVT LTD
  • Created detailed, actionable defect reports in collaboration with development.
  • Responded to real-time production issues, improving customer satisfaction by 20%.
  • Prioritized and triaged issues to ensure timely resolution.
  • Created and validated detailed test cases.
  • Coordinated tasks and ensured timely deliverables.
  • Smart Shift Logistics PVT LTD

Team Leader

Porter
10.2018 - 11.2020
  • Company Overview: Smart Shift Logistics PVT LTD
  • Managed daily operations, agent schedules, and workload distribution.
  • Provided coaching and performance training for support agents.
  • Reviewed completed work to verify quality and consistency.
  • Smart Shift Logistics PVT LTD

Education

Bachelor of Science - Computers

Nova Academy Of Rural Education & Research

Skills

Technical troubleshooting

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Certification

QTest Specialization

Accomplishments

  • QA Excellence Award - Reduced average bug resolution time by 40%.
  • Cross-Functional Champion - Promoted to Product Support for outstanding cross-functional performance.
  • Process Builder - Developed reusable bug triaging/documentation frameworks.

Activities

  • Tech Blogging: Share insights on QA tools, bug management strategies, and analytics.
  • Badminton Enthusiast: A regular player in company tournaments.
  • Community Learning Circles: Actively participate in internal knowledge-sharing sessions.

Timeline

Mixpanel Certification

01-2025
MoEngage Campaign Management Workshop, 2024
01-2024

Product Support Specialist

Porter
03.2023 - Current
Salesforce Fundamentals Training, 2023
03-2022

QTest Specialization

08-2021

Quality Support 1 & 2

Porter
11.2020 - 03.2023

Team Leader

Porter
10.2018 - 11.2020

Bachelor of Science - Computers

Nova Academy Of Rural Education & Research

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Mahaboob Mohisin Ali Mohammad Product Support