MOHAMMAD SADIQ
Bengaluru
Summary
Experienced Service Manager with a strong track record in B2B hosting and services applications. Proven ability to maintain SLAs, manage ticketing systems, and communicate effectively across all levels of support and engineering. Skilled in prioritizing engineering defects based on customer impact, upgrading software versions, and overseeing contract renewals to enhance service quality. Committed to driving improvements in customer satisfaction through effective team leadership and operational efficiency.
Overview
17
17
years of professional experience
Work History
Operations
Acumera Rigel India Private Limited
Bangalore
04.2022 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Troubleshoot hardware, software, and network issues to identify and rectify discrepancies.
- Monitored systems in operation and quickly troubleshot errors.
- Provided feedback to the product development and engineering teams on customer needs and issues for enhancements.
- Installed malware to protect software from viruses and cyberattacks.
- Deployed software and hardware updates, and patches, to increase speed and performance.
- Tracked and documented customer interactions in the customer relationship management system to maintain accurate records.
- Communicated with clients to verify the roots and causes of computer problems
- Generated reports to track performance and analyze trends
- Responded to customer inquiries and provided technical assistance over the phone and in person
- Utilized the ticketing system to track customer requests and prioritize urgent needs.
- Configured and tested new software and hardware.
- Patched software and installed new versions to eliminate security problems and protect data
- Created user accounts and assigned permissions.
- Developed working knowledge of CRM to track sales leads and activities effectively.
- Assisted customers with sales needs, such as inventory and shipping questions.
Service Installation Specialist
NETSURION TECHNOLOGIES
02.2018 - 06.2022
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Troubleshot hardware, software, and network issues to identify and rectify discrepancies
- Monitored systems in operation and quickly troubleshot errors
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements
- Installed malware to protect software from virus and cyber attacks
- Deployed software and hardware updates and patches to increase speed and performance
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records
- Communicated with clients to verify the roots and causes of computer problems
- Generated reports to track performance and analyze trends
- Responded to customer inquiries and provided technical assistance over the phone and in person
- Utilized ticketing system to track customer requests and prioritize urgent needs
- Configured and tested new software and hardware
- Patched software and installed new versions to eliminate security problems and protect data
- Created user accounts and assigned permissions
- Developed working knowledge of CRM to effectively track sales leads and activities
- Assisted customers with sales needs such as inventory and shipping questions
Technical Support
Citrix Systems
04.2014 - 09.2017
- Coordinated internal assignments, scheduling and communications to extend informational transparency and workforce management
- Conducted root cause analysis in deficient areas to identify and resolve issues
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships
- Provided guidance on installing and integrating new hardware components and software to remote clients
- Documented faults and bugs for referral to development staff for use in updates
- Generated reports detailing findings and recommendations
- Oversaw day-to-day communications with ticketing company and department leads and management of box office staff
- Coordinated event set-up and promoter engagement on sales and ticketing issues related to events
- Represented company and promoted products at conferences and industry events
- Demonstrated products to show potential customers benefits and advantages and encourage purchases
Senior Technical Support
AT&T Global Business Services Pvt-Ltd (American Telephone and Telegraph Company)
Bangalore
02.2011 - 03.2012
- Served as primary point of contact for support relating to owned solutions and products
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems
- Designed tailored engineering solutions for customers based upon key requirements
- Explained technical information in clear terms to promote better understanding for non-technical users
- Contributed to sales efforts by preparing technical proposals based on clients' specific needs and requirements
- Resolved technical issues for clients by providing prompt remote support and troubleshooting
- Provided primary customer support to internal and external customers
Sr Team coach support
Aviva (WNS Global Services (Pvt-Ltd)
12.2008 - 01.2011
- UK Client (Norwich Union General Insurance)
- Inbound Calls, Up-sale
- Customer service, underwriter
- Escalation calls, Maintain AHT, Conversion of sales
Education
B.Sc - Computers
Bangalore University
07-2008
Skills
- Data analysis and performance evaluation
- Service delivery optimization
- Inventory and logistics coordination
- Order fulfillment management
- Client support and technical assistance
- Conflict resolution and dispute management
- Client relationship management
- SLA compliance monitoring
- Issue tracking and resolution
- Team development and collaboration
- Cost control strategies
- Site inspections and assessments
- Vendor relations management
- Deadline management and meeting organization
Languages
- English
- Kannada
- Hindi
- Urdu
Timeline
Operations
Acumera Rigel India Private Limited
04.2022 - Current
Service Installation Specialist
NETSURION TECHNOLOGIES
02.2018 - 06.2022
Technical Support
Citrix Systems
04.2014 - 09.2017
Senior Technical Support
AT&T Global Business Services Pvt-Ltd (American Telephone and Telegraph Company)
02.2011 - 03.2012
Sr Team coach support
Aviva (WNS Global Services (Pvt-Ltd)
12.2008 - 01.2011
B.Sc - Computers
Bangalore University