Bittu Mohammad
@bittumohammad
Results-driven Technical Support Specialist with a focus on customer satisfaction.
What I'm looking for
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
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%.
Product Support Specialist
Vimeo Technologies
Apr 2021 - Apr 2023 (2 years)
Provided comprehensive end-user support for account management and product configurations, ensuring consistent client satisfaction. Coordinated and directed escalations across support queues, identifying bottlenecks and improving resolution time by 40%.
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.
Machine Learning Intern
Sprinklr
Jun 2019 - Jan 2020 (7 months)
Segregated datasets and trained machine learning modules to improve prediction accuracy and system efficiency. Designed workflows to enhance data preprocessing, streamlining overall project execution.
Education
Degrees, certifications, and relevant coursework
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.
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.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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