Mohamed Faizaan Ahamed Jamal Mohideen

• Technical Troubleshooting & Problem-Solving: Provide high-level technical support for Salesforce Commerce Cloud B2C (SFCC) applications, identifying, analyzing, and resolving complex issues in the e-commerce environment. This includes troubleshooting site performance, catalog management, shopping cart functionality, and payment processing.
• Log Analysis & Debugging: Analyze system logs and apply industry-standard debugging techniques to resolve issues, using tools such as Salesforce Commerce Cloud LogCenter and browser debugging tools. Work with logs and error messages to pinpoint root causes in both front-end and back-end systems.
• Incident & Escalation Management: Manage incidents, track tickets, and facilitate timely resolutions through effective incident management and escalation procedures. Collaborate with cross-functional teams (e.g., SRE, Performance, Platform Engineer) to ensure issues are resolved and communicated clearly to stakeholders.
• Customer Service Management: Supported e-commerce customers through direct interactions, responding to technical queries, resolving issues related to user experience, and ensuring a smooth transaction process in the B2C e-commerce platform.

Client: Tapestry Inc.
SFCC Merchandiser | PIM L2 Production Support Engineer

• Led data migration and configuration for top brands (Coach, Kate Spade, Stuart Weitzman).
• Managed product catalogs, promotions, and storefront elements via SFCC and Amplience.
• Configured PIM attributes, videos, and categories for over 100,000 SKUs.
• Provided L2 production support, resolving priority tickets and managing JIRA for enhancements.
• Improved data workflows using MS Access SQL, saving the business significantly.