ABID MOHAMMED
Kurnool
Summary
Dynamic Technical Analyst with extensive experience at Gainsight India Pvt Ltd and Infosys, specializing in the optimization of customer success processes and application development. Adept in PL/SQL and UNIX shell scripting, consistently leading cross-functional teams to enhance system integrations and streamline user training initiatives. Proven ability to improve operational efficiency and reduce customer churn through innovative technical solutions and strategic collaboration. Committed to leveraging technical expertise to drive continued success in customer engagement.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Analyst
Gainsight India Pvt Ltd
01.2021 - Current
- Optimized customer success processes by configuring and deploying the Gainsight platform, including end-to-end workflows, dashboards, system integrations, and playbooks, enhancing overall customer health analysis
- Administered and supported Gainsight functionalities such as Journey Orchestrator, Surveys, CTA Management, and C360, ensuring seamless customer engagement and accurate NPS/CSAT reporting
- Integrated Gainsight with Salesforce to ensure synchronized customer data across platforms, allowing for precise tracking of customer success metrics and outcomes
- Collaborated with cross-functional teams to implement business requirements, providing technical solutions and system configurations that aligned with organizational goals
- Developed and maintained reports and dashboards, delivering timely, accurate insights for stakeholders and improving decision-making capabilities
- Designed and implemented workflows to streamline global renewal processes, improving efficiency and ensuring adherence to global standards
- Created user enablement materials and conducted training sessions to empower Customer Success Managers (CSMs) to effectively utilize Gainsight and Salesforce functionalities
- Configured Salesforce profiles and roles, ensuring appropriate access levels and enhancing security and data management for customer success teams
- Implemented business rules and automation that triggered proactive customer actions, improving response times and reducing churn
- Managed day-to-day user support, handling customizations, workflow adjustments, and user administration to enhance system usability
- Led UAT testing and system enhancements, working closely with power users and CS teams to ensure successful deployments
Technology Analyst
Infosys
01.2016 - 01.2021
- As an experienced professional in team I am responsible for development, support and maintenance activities of applications for which I am the primary person from team
- Development - Client with rapid growing business is never satisfied with existing tools and applications which help to run business smoothly
- Hence when existing tool or application cannot handle the requirements, we take this up and bring up the new tools or applications which can meet the requirement
- Resolving high priority issues - Business or automated monitoring system will raise priority tickets through web application for issues which will or may cause huge impact to client business
- Being a primary contact from team, will debug the issue and system will be made normal as expected by business with high priority
- Interaction with business and external teams - With the existing work structure there are frequent calls and meeting with business and other teams [upstream and downstream] to resolve the business impacting issues and to understand the gaps in existing architecture of the application
- Ad-Hoc Request - Often Business and dependent teams come with request to pull the required data set
- This involves manual framing of technical queries every time to pull the required data
- Root cause Analysis - In high priority issue resolution the fix may not be permanent as exact root cause may not be determined at that point of time
- As part of RCA the cause will be identified as business will be expecting that the issue should not repeat again
- Root cause fix and Testing - Identified root cause and proposed changes will be discussed with other support personals in team and regional onsite support leads to permanently fix the issues
- Once the changes are finalized the same will be tested out in IT environment and moved to UAT for user testing
- Production Changes - Once business provides approval over UAT changes, support moves the changes to production after taking necessary approvals through change management process
- Maintenance - Application hosts, DB patching, data clean-up and other maintenance activities executed with safe and best practices
- Communications - Organising weekly calls with regional onsite to discuss the work status, latest trending issues in application, enhancements, patching upgrade and other system related activities to be planned so that application is stable and available to business round the clock
- Regular interactive meetings with clients to get feedback about support performance and business expectations for support improvement
- Monthly meeting with team leads and manager to provide the work status and discuss any other issues
- Mentoring Fresher's - Responsible for feeding application and process knowledge to new joiners and assisting them to scale up for the required work level
Education
Bachelor of Engineering Technology - Electrical, Electronics And Communications Engineering
K L University
Kurnool, Andhra Pradesh05-2016
Skills
- Gainsight administration
- Oracle PL/SQL and SQL
- UNIX shell scripting
- Autosys
- Cron jobs
Certification
- Gainsight NXT Admin Level 3
- Gainsight NXT Journey Orchestrator & Surveys Certificate (Level 2)
- Gainsight NXT Reports & Dashboards Certificate (Level 2)
- Advanced Customer Success Manager Certified Leader (Level 3)
- Gainsight End User Certification
Technicalexperience
- Gainsight Administration: Journey Orchestrator, C360, Playbooks, Surveys, CTA Management
- Salesforce CRM Administration: Profiles, Roles, Reports, Dashboards
- Customer Journey Programs: Implementation, Configuration, Outreach
- Data Visualization & Reporting: Customer Health Scoring, NPS, CSAT, Business Metrics
- Cross-Functional Collaboration: Stakeholder Engagement, Program Delivery
- Operational Efficiency: Process Optimization, Workflow Design, Global Alignment
- Technical Documentation & Training: Enablement Materials, User Guides, UAT Testing
- Agile Methodologies
- Tools: Gainsight, Salesforce, Zendesk, JIRA, PostMan API, Sumo Logic, Email on Acid, PowerBI, MySQL
- Over 5 years of programming experience in Oracle PL/SQL
- Used Pragma Autonomous Transaction for creating database logs.
Languages
Telugu
First Language
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
Timeline
Technical Analyst
Gainsight India Pvt Ltd
01.2021 - Current
Technology Analyst
Infosys
01.2016 - 01.2021
- Gainsight NXT Admin Level 3
- Gainsight NXT Journey Orchestrator & Surveys Certificate (Level 2)
- Gainsight NXT Reports & Dashboards Certificate (Level 2)
- Advanced Customer Success Manager Certified Leader (Level 3)
- Gainsight End User Certification
Bachelor of Engineering Technology - Electrical, Electronics And Communications Engineering
K L University
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