Ali Mohammad

Remote (Freelance)

• Rating the quality of AI-generated writing on rubrics such as factuality, completeness, brevity, and grammar.
• Developed engaging AI-driven content tailored to target audiences across various digital platforms.
• Collaborated with cross-functional teams to enhance content strategy and optimize user engagement.
• Responding to prompts with top-tier original writing

Client (K12 Online School/Stride, inc.)(Temporary/Seasonal/ Remote)

• Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails of online/virtual k12 school programs.
• Assisted parents and students in navigating learning management systems to enhance user experience.
• Troubleshoot/diagnose/replace for laptops, mobile tablets, and peripherals
• Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients and vendor supervisors.

Client (HCL/AbbVie)

• Break/fix/repair/replace support and resolve issues for laptop, desktop, tablets, and associated hardware peripherals
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with vendors for provision of end-user support (ex: Hardware Vendor technicians for warranty issues)
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
• Software installation/troubleshooting and Support End-User data backup, storage and recovery Services
• Mobile Device Management and Mobile Application Management

Client (CSL Plasma)

• Worked in Salesforce / CRM Program

• Maintained Health Cloud patient platform that was integrated with Salesforce

• Actively provided support in Health Cloud for customer incidents and complaints

• Analyzed and Documented all relevant data and incident/request specifics in the Incident Management Systems.

• Worked with sensitive Protected Health Information (PHI)

• Provided technical support for software applications, ensuring timely resolution of user issues.

Client (Wells Fargo) (Remote)

• On-call support and managed incident tickets using ServiceNow, maintaining accurate documentation and tracking workflows.
• Experience working with Cisco applications and Technical assistance with VDI services
• Assisted employees and customers remotely for any troubleshooting and technical issues
• Triaged different business and technical issues and made informative decision to escalate
• Greatly Improved productivity by reducing time to resolution of incidents.

• Provided technical assistance to Users and Customers in the Data/Call Center.
• Remotely accessed hardware or software for clients to make changes and fix problems by using VDI
• Triage outage was assessed as being critical/high priority and followed procedures to escalate the incident to the Tactical Response Unit team.
• Maintained effective communication with the team management
• Triage/troubleshooted/diagnosed/resolved incidents through use of experience, available documentation, tools
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.

• Provided customers with information on products, services, and support.
• Assisted in training new team members on policies and procedures.
• Worked as a cashier, sales floor, and inventory management.
• Resolved customer inquiries and complaints, ensuring satisfaction and loyalty.