Cricket
Mohammed Dawood
Technical Specialist - Tier 1 (Enterprise SaaS)
Bangalore
Summary
Technical Specialist with 7.5+ years of experience delivering enterprise SaaS support, cloud infrastructure solutions, and customer success across global enterprise environments. Proven expertise in managing production-critical customer environments, leading complex onboarding and deployment projects, and driving successful outcomes through cross-functional collaboration with Engineering, SRE, Sales Engineering, Technical Solution Managers, and Customer Success teams.
Experienced in Microsoft 365, Microsoft Azure, hybrid cloud infrastructure, backup & disaster recovery, identity and authentication, enterprise networking, and data protection. Recognized for managing high-priority enterprise accounts, resolving critical production issues, and building trusted customer relationships while consistently delivering exceptional service and operational excellence.
Passionate about helping enterprise customers maximize platform adoption, improve resiliency, and achieve long-term business success through proactive technical guidance and strategic account management.
CORE COMPETENCIES
Technical Account Management
Enterprise Customer Management
Customer Success
Stakeholder Management
Executive Communication
Technical Consulting
Customer Onboarding
Escalation Management
Root Cause Analysis
Incident Management
SLA Management
⸻
Cloud & SaaS
Microsoft Azure
Microsoft 365
SaaS Data Protection
Hybrid Cloud
Cloud Migrations
Business Continuity
Disaster Recovery
Backup & Recovery
Data Resiliency
Networking & Security
OSI Model
TCP/IP
ICMP
TCP
UDP
DNS
HTTP / HTTPS
SSL / TLS
PKI Fundamentals
Firewalls
VPN
Proxy
SAML SSO
Identity & Authentication
SIEM Fundamentals
Enterprise Networking
⸻
Infrastructure
VMware ESXi
Windows Server
Active Directory
DNS
Group Policy
VSS
Microsoft SQL Server
Exchange Online
SharePoint Online
Overview
4
4
Certifications
9
9
years of professional experience
Work History
Technical Specialist - Tier 1 (SaaS)
Commvault
07.2024 - Current
- Serve as the primary technical contact for enterprise SaaS customers, managing production-critical environments.
- Deliver proactive technical guidance to global enterprise customers, ensuring platform stability, successful adoption, and customer satisfaction.
- Lead customer onboarding activities in collaboration with Customer Success Managers, Technical Solution Managers, and Sales Engineering teams.
- Successfully delivered 40+ enterprise customer deployments while consistently meeting SLA commitments, and ensuring seamless production readiness.
- Managed the migration of more than 50 TB of Exchange Online and SharePoint Online data with zero business disruption.
- Collaborate with Engineering, Site Reliability Engineering (SRE), and Product teams to resolve complex customer escalations, and drive timely issue resolution.
- Support Microsoft Azure, Microsoft 365, VMware, and hybrid infrastructure environments.
- Troubleshoot complex networking, authentication, backup, and recovery issues involving TCP/IP, DNS, SSL, firewall configurations, and SAML-based authentication.
- Manage HOT accounts requiring immediate executive attention and rapid resolution.
- Develop and maintain technical documentation and knowledge articles to improve operational efficiency and team productivity.
- Mentor engineers on advanced troubleshooting techniques, and enterprise support best practices.
- Advocate for cybersecurity and data resilience best practices during customer engagements and renewal discussions.
Technical Specialist - SaaS Associate
CommVault
Bangalore
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
Bangalore04.2017
Skills
Cloud
Microsoft Azure
Microsoft 365
Operating Systems
Windows Server
Linux Command Line
Virtualization
VMware ESXi
Identity
Active Directory
SAML
Authentication
Networking
TCP/IP
DNS
Routing
Firewalls
VPN
Proxy
HTTP/HTTPS
SSL/TLS
Databases
Microsoft SQL Server
Backup Technologies
CommVault
Backup & Recovery
Disaster Recovery
Business Continuity
SaaS Backup
Certification
Microsoft Certified: Azure Fundamentals (AZ-900)
Interests
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