Mohammed Ameer

• Customer support associate for Sears International.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• creating Service request if the product is not functioning if under warranty.
• help in placing order by verifying the model number. which part is required
• Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
• Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.

• Network associate handling the Verizon account.
• Supported team with knowledgeable administrative assistance.
• Customized Inventory reports for the clients.
• Generating invoices of connected circuits and managing the local exchange carrier remotely.
• merging different circuits in a single format and sort according to bandwidth using verizon tools.
• work with international telecommunication providers to supply Ethernet connectivity.
• handling escalation calls from the order managers and stakeholders.
• Demonstrated adaptability by quickly learning new software tools and technologies as needed for providing seamless support experiences.
• Created, prepared, and delivered reports to various departments.
• Increased support quality with thorough troubleshooting and problem-solving techniques.
• Configuration and implementation of software's installation activities for dedicated services such as data private lines.
• Reduced response times for client issues through effective prioritization and task management.

• Import coordinator working on dock data, arrival ETA's and product details.
• Checking for arrival notices and dock receipt.
• changing the ETA arrival as per the declaration by the line manager.
• looking for invoices to check forms for hazardous items.
• verifying the container, seal number and the description of the parcel.
• ensuring and supporting each clients requirements.
• Coordinated shipments of product from country of origin to final destination by both air and land transport.
• Resolved invoice discrepancies efficiently, ensuring accurate financial records and prompt payment to suppliers.
• Reduced shipping delays through proactive coordination with vendors and carriers.

• Service Analyst for the Service Desk Team.
• Was also involved in working on the issues raised by Charming Charlie stores.
• Involved in working on the webpage issues for the E2X clients.
• Assigning the Incidents to consultants according to the skill set and calendar.
• Analyzing the Ticket and facilitating the respective engineer on the same.
• monitoring the solar winds alerts like node down if any server goes down.
• Aptos is technical support process in which we used to troubleshoot IT devices placed in the CCI stores.
• We used to troubleshoot Servers,Router,Registers,Pin-Pads,Receipt printers,Cash drawers and managers work station in the back office.
• When there is no connectivity we used to advise the associate how to perform the steps according to the Run book.

Incident Manager Responsibilities are:

• Communicating with the clients for better understanding of the issue and keep the engineer posted on the same.
• Checking for the error files in the server and convert it into processed form.
• Creation of New user in the AD manager and changing the positions giving limited access and revoking the access of the terminated employees.
• If a operator Id is locked we have to login to server under SQl data management and edit it to 0 for them to login under workstation tables and edit rows.
• Check for the services running if stuck restart after clearing the logs.
• helpdesk operations, driving resolutions for up to 500+ ticket items monthly with a 97% satisfaction rate.
• Client support operations by integrating Jira and ServiceNow, using 2connect reducing average ticket resolution time by 30%.
• Enhancing service restoration workflows and achieving a 93% success rate in meeting SLAs.
• Documentation for incident management procedures, allowing for consistent training and up skilling of new staff.
• Played a key role in a project(DBS,ITS) that increased the reliability of client-facing issues with E2x applications.
• Collaborated with cross-functional teams to develop strategies for improving overall service quality.
• Managed a team of junior analysts, providing guidance and mentorship for their professional growth.
• Streamlined workflows, resulting in increased efficiency and reduced operating costs.
• Enhanced client satisfaction with thorough analysis of service delivery methods and timely issue resolution.
• Conducted root cause analyses on recurring issues, implementing corrective actions to prevent future occurrences.
• Developed and maintained performance dashboards to track key service metrics, leading to improved decision making.
• Led the successful integration of new IT systems into existing service operations, minimizing downtime and disruptions to clients.