Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
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Mohammed Dawood

Technical Specialist - Tier 1 (SaaS)
Bangalore

Summary

Experienced Technical Specialist with 7.5 years in technical support, SaaS data protection, and data migration. Skilled in working with enterprise customers on backup, recovery, and operational continuity across SaaS platforms and on-prem environments. Proven track record of delivering high-impact solutions in production and POC settings, ensuring data integrity and availability. Adept at translating complex technical requirements into scalable, resilient architectures. Seeking to leverage deep technical expertise and customer-facing experience in a growth-focused Enterprise Technical Architect role.

Overview

8
8
years of professional experience
3
3
years of post-secondary education
1
1
Certification

Work History

Technical Specialist - Tier 1 (SaaS)

Commvault
07.2024 - Current
  • Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
  • Provided exceptional customer support, resolving complex technical issues with effective communication skills.
  • Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
  • Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
  • Reduced downtime by proactively identifying potential network problems and implementing corrective measures.
  • Enhanced data security, implementing rigorous backup procedures and disaster recovery plans.
  • Collaboration with internal teams for customer onboarding with CSM, Sales engineering and TSMs
  • Worked with Engineering, SRE and accounts team via escalation matrix for complex issues
  • Emphasized on cyber security and resilience for data protection during renewals
  • Point of contact for HOT accounts and escalated case
  • Experienced with Global enterprise support managing critical production issues

Technical Specialist - SaaS Associate

CommVault
03.2020 - 06.2024
  • Specialized in Data protection - Backup,recovery and Archiving on SaaS platform
  • Resolved network issues, software troubleshooting related to backup, Restore and installation/configuration.
  • Developed internal best practices, resources and training materials for performance improvement initiative for new hires.
  • Developed technical requirement documentation for new software upgrade issues
  • Developed strong rapport with customers and created positive impression of support provided by managing 90 cases per month
  • Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.

Technical Support Engineer

Joules To Watts Pvt Limited ( Contract Employee - HP )
11.2017 - 03.2020
  • To remotely troubleshoot software/hardware issues on HP printers and desktops
  • To support HPI customer on installation and configuration of Operating System.
  • Served as primary point of contact for support relating to owned solutions and product cases.
  • Handled escalations for NPS improvement for 98% CSAT
  • Mentored new hires regarding process
  • Collecting data for certain work orders and passing data to concerned team to fulfill work orders

Education

Bachelor of Computer Applications -

Kristu Jayanti College
04.2014 - 04.2017

Skills

SAAS Data protection - Backup and recovery


M365 Backup/Recovery/Configuration/API - SAAS


On Prem Data migration to SAAS


Virtualization technology - VMware


Networking concepts


SAML based authentication


Active directory management


Experienced with Windows and Linux environments


Global Enterprise Support

Certification

CommVault Certified Professional

Interests

Cricket

Movies

Timeline

Technical Specialist - Tier 1 (SaaS)

Commvault
07.2024 - Current

Technical Specialist - SaaS Associate

CommVault
03.2020 - 06.2024

Technical Support Engineer

Joules To Watts Pvt Limited ( Contract Employee - HP )
11.2017 - 03.2020

Bachelor of Computer Applications -

Kristu Jayanti College
04.2014 - 04.2017

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Mohammed DawoodTechnical Specialist - Tier 1 (SaaS)