Ali Mohd
@alimohd1
Senior Technical Support Engineer at Concentrix who led HP support teams and improved CSAT through coaching, quality audits, and process adjustments.
IndiaWhat I'm looking for
At Concentrix, I led and mentored a team of 15 to 25 HP Technical Support Engineers, supporting performance improvement and adherence to SLAs. I handled complex hardware and software escalations and worked with cross-functional teams to improve resolution time and first-call resolution.
I monitored CSAT through coaching, quality audits, and process adjustments, and shared performance reports with clients and stakeholders. Earlier, at Computer Generated Solutions, I delivered L1 Dell technical support; at HRH Next Services, I supported customers, restaurants, and delivery partners through the Swiggy L1 support process.
Experience
Work history, roles, and key accomplishments
Led and mentored a technical support team of 15 to 25 engineers, managing escalations and improving CSAT scores. Conducted quality audits, performance reporting, and provided expert-level support to customers.
Provided L1 technical support for Dell customers, resolving hardware and software issues via calls. Diagnosed and troubleshot systems, logged tickets, and coordinated field engineer assignments to meet SLA targets.
Customer Support Executive
HRH Next Services
Nov 2021 - Mar 2023 (1 year 4 months)
Managed customer, restaurant, and delivery partner issues within the Swiggy L1 support process. Investigated and resolved order completion issues and coordinated delivery partner assignments to optimize efficiency.
Education
Degrees, certifications, and relevant coursework
Hyderabad Presidency PG College
MBA/PGDM, Information Technology
Grade: 8/10
Pursued an MBA/PGDM in Information Technology, achieving a grade of 8/10.
Osmania University
B.Com, Commerce
Grade: 8/10
Completed a Bachelor of Commerce degree, achieving a grade of 8/10.
Telangana Board
12th Standard, General
Grade: 70-74.9%
Completed 12th standard (English Medium) with a percentage between 70 and 74.9%.
Telangana Board
10th Standard, General
Grade: 75-79.9%
Completed 10th standard (English Medium) with a percentage between 75 and 79.9%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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