Open to opportunities

Mohammad Baig

@mohammadbaig

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IT support specialist with 5+ years in vendor operations.

United States

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What I'm looking for

I am looking for a role that challenges me and allows for growth in IT operations, with a focus on collaboration and innovation.

I am an IT support specialist with over 5 years of experience in vendor operations and production support. My journey in the tech industry has equipped me with a robust skill set that includes managing enterprise-scale production support for banking applications, ensuring system reliability, and optimizing service workflows. I thrive in fast-paced, data-driven environments where I can enhance developer support strategies and drive scalable solutions.

At Bank of America, I lead root cause analysis and incident resolution, collaborating cross-functionally with development, QA, and business teams to streamline deployments and enhance client experiences. My previous role as a Senior Technical Lead at OctDaily allowed me to deliver end-to-end production support for POS and merchant applications, maintaining above 99% application availability through proactive process optimization. I am passionate about mentoring staff and standardizing operational procedures to improve efficiency and client satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Vice President – Merchant Production Support Specialist

Current

Bank of America

Jun 2022 - Present (3 years)

Managed enterprise-scale production support for banking applications, ensuring system reliability, compliance, and SLA adherence. Led root cause analysis, incident resolution, and process optimization to reduce recurrence and improve operational efficiency. Collaborated cross-functionally with development, QA, risk, and business teams to streamline deployments and enhance client experience.

SLA Management Root Cause Analysis Process Optimization Stakeholder Management Banking Applications ServiceNow ITIL

Senior Technical Lead

OctDaily

May 2019 - Jun 2022 (3 years 1 month)

Delivered end-to-end production support for POS and merchant applications, diagnosing and resolving software, hardware, and network issues across critical business systems. Streamlined support delivery and maintained above 99% application availability by proactively optimizing processes and aligning with global IT and SDLC standards. Led requirement gathering, created functional specifications, an

Application Availability SDLC Requirement gathering Infrastructure Management

Education

Degrees, certifications, and relevant coursework

Broward College

Associate in Finance, Finance

Completed coursework focusing on financial principles and practices. Gained foundational knowledge in areas such as accounting, economics, and investment strategies.