Bittu Mohammad - Support Engineer - Conviva | Himalayas
BM
Open to opportunities

Bittu Mohammad

@bittumohammad

Results-driven Technical Support Specialist with a focus on customer satisfaction.

India
Message

What I'm looking for

I am seeking a role that values customer satisfaction and offers opportunities for professional growth and process improvement.

I am a results-driven Technical Support Specialist with over 4 years of experience in resolving complex technical issues and delivering exceptional customer support in fast-paced environments. My expertise lies in troubleshooting, root cause analysis, and collaborating with cross-functional teams to enhance operational efficiency and customer satisfaction. I am proficient in various tools including SQL, RESTful APIs, and monitoring platforms such as Datadog and Postman, which I leverage to streamline processes and drive improvements.

Throughout my career, I have successfully triaged and resolved over 100 customer-reported tickets daily, achieving a remarkable 95% customer satisfaction rate. My role at Conviva involved collaborating with engineering and product management teams to implement a new bug tracking system, significantly reducing resolution times for integration-related issues. I take pride in my ability to create detailed documentation and knowledge bases that empower both internal teams and customers, ultimately leading to increased efficiency in issue resolution.

My commitment to enhancing product stability and customer experiences is evident in my proactive approach to incident management and post-incident reviews. I have developed custom dashboards and reports to analyze ticket trends, informing product and engineering roadmaps, which have contributed to notable improvements in product quality and issue prevention. I am passionate about driving process optimization and data-driven decision-making in every aspect of my work.

Experience

Work history, roles, and key accomplishments

CO

Support Engineer

Conviva

May 2023 - Oct 2024 (1 year 5 months)

Triaged, prioritized, and resolved over 100 customer-reported tickets daily, achieving a 95% customer satisfaction rate and a 20% decrease in average ticket resolution time. Led investigations into root causes of integration-related bugs, resulting in new processes that reduced bug resolution time by 40% and increased team efficiency by 20%.

IN

Senior Support Specialist - Team Lead

Intellipaat

Sep 2020 - Feb 2021 (5 months)

Managed operations across recruiting, logistics, and customer success, ensuring alignment with organizational goals. Created detailed SOPs and workflows to optimize team efficiency and improve response times, resulting in a 25% boost in customer satisfaction.

Education

Degrees, certifications, and relevant coursework

PB

Presidency University, Bangalore

Bachelor of Technology, Computer Science

2015 - 2020

Studied Computer Science, gaining foundational knowledge and practical skills in the field. Completed a significant university project on ML Model for Hand Gesture Recognition, focusing on accessibility and user experience.

BB

Bishop Cotton Boys’ School, Bangalore

High School Diploma, Science

2012 - 2014

Completed high school education with a focus on Science. Gained a strong academic foundation during this period.

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