Syed Muhammad Usman
@syedmuhammadusman
I am a senior technical support and implementation specialist in SaaS.
What I'm looking for
I am a senior implementation specialist and technical support professional focused on SaaS workforce and scheduling solutions, delivering installations, configurations and customer training to ensure smooth product adoption.
I have executed implementation project plans, managed multiple concurrent projects, and provided Tier 2 support while acting as a bridge between customer support, product and development teams. I have been recognized with Employee of the Year (2016) and Employee of the Month (August 2018).
My hands-on experience includes API testing and integration, SSO configuration (Azure, OneLogin, Shibboleth, Okta, Zoho), MLS/CWS feed validation, and managing tickets and sprints via Unfuddle/JIRA. I regularly used Salesforce, Intercom, Postman, Zendesk and related tools to validate issues and maintain client data.
I bring a customer-first mindset, strong documentation and training capabilities, and a focus on process improvement and timely delivery. I seek roles where I can lead implementations, improve onboarding, and contribute to customer success in collaborative, product-driven teams.
Experience
Work history, roles, and key accomplishments
Senior Implementation Specialist
TCP Software
Sep 2024 - Present (11 months)
Executed implementation project plans, performed remote installations and configurations, and delivered customer training to ensure timely integration and user adoption. Managed multiple concurrent implementations to maximize customer satisfaction.
Senior Technical Support Representative
Contour Software
Apr 2020 - Sep 2024 (4 years 5 months)
Provided Tier 2 product support for real estate platforms, managed MLS feed configuration and CWS API data extraction, and coordinated bug fixes and deployments with Dev/Ops to ensure timely releases. Maintained client data tracking and supported Facebook ad/domain verification tasks.
Product Support Specialist
Humanity Inc.
Dec 2015 - Apr 2020 (4 years 4 months)
Delivered live Tier 1/2 support for a SaaS employee scheduling platform, configured APIs and SSO integrations (Azure, Okta, OneLogin), and conducted onboarding demos and training materials. Maintained monthly KPIs above 90% and supported integrations like BambooHR and Workday.
Marketing / Administration
Avanceon Limited
May 2014 - Jan 2015 (8 months)
Managed corporate branding projects and digital marketing channels, producing collateral (DVDs, binders, reports) and coordinating pool car rostering and HSE safety materials to support internal and external stakeholders. Oversaw social media and digital communications for clients.
Customer Relations Officer
Telenor Pakistan
Mar 2005 - May 2013 (8 years 2 months)
Developed and improved system/process requirements for product launches, collaborated with CCD S&P and product teams to implement CRs, and supported backend operations across prepaid, postpaid, MNP and mobile banking teams. Managed KPI reporting and team operational tasks.
Project Manager
Axiom Telecom Network
Jan 2005 - Feb 2005 (1 month)
Generated leads and contacted new clients to sell call centre services for UK and USA markets, and trained newly hired call center agents to meet client service standards. Supported sales outreach and operational onboarding.
Telemarketing Representative
Juteks Ltd.
Aug 2003 - Jan 2005 (1 year 5 months)
Conducted telemarketing and sales for UK customers, managed customer follow-ups and complaints, and maintained inventory records to support BPO operations. Delivered sustained customer engagement for product sales.
Office Sales Representative
Pathfinder Consultants
Jun 2002 - Jul 2003 (1 year 1 month)
Managed lead generation, client correspondence and MIS tasks to support ISO consultancy services, maintaining customer data and assisting senior consultants with project administration. Supported client engagement and documentation.
Education
Degrees, certifications, and relevant coursework
St. Anthony's High School
Secondary School Certificate (Matriculation), Secondary Education
Completed Secondary School Certificate (Matric) at St. Anthony's High School in 2000.
Allama Iqbal Open University
Intermediate in Commerce, Commerce
2009 -
Undertook Intermediate in Commerce studies at Allama Iqbal Open University starting in 2009.
Virtual University of Pakistan
Bachelor of Business Administration, Business Administration
2012 -
Pursued a Bachelor of Business Administration at Virtual University of Pakistan beginning in 2012.
Availability
Location
Authorized to work in
Job categories
Skills
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