IMAD MAHMOOD MOHAMMED
Columbus
Summary
Detail-oriented professional with experience in customer support at Amazon, managing high-volume cases and leading a team. Completed Master's in Information Technology (Aug 2025) and transitioned to software development, working with .NET Web API, SQL Server, React, Java Spring Boot, H2, and Kafka. Seeking Software Engineer/Developer role to enhance coding skills and contribute to an engineering-focused team.
Overview
4
4
years of professional experience
Work History
Interim Team Lead - Device, Digital & Alexa Support
Amazon
01.2023 - 04.2023
- Led a team of up to 25 support agents, focusing on real-time operations and performance coaching.
- Implemented strategies to exceed metrics such as First Contact Resolution and Customer Satisfaction.
- Collaborated with various departments to optimize support workflows and drive service excellence.
Advance Tech - Device, Digital & Alexa Support
Amazon
10.2020 - 01.2023
- Achieved significant improvements in operational efficiency by delivering advanced technical support.
- Led initiatives to enhance standard operating procedures, resulting in streamlined processes and faster resolutions.
- Resolved complex technical issues effectively, improving overall customer satisfaction and loyalty.
- Conducted thorough root-cause analyses to identify underlying problems impacting service quality.
- Collaborated closely with cross-functional teams to implement sustainable solutions for recurring challenges.
- Enhanced customer satisfaction ratings through effective problem-solving and timely issue resolution efforts.
- Trained junior staff on technical support protocols, fostering a knowledgeable and efficient team.
Tech Support Associate Device, Digital & Alexa Support
Amazon
10.2019 - 10.2020
- Provided Tier 1+ technical assistance for Amazon devices via multiple channels, ensuring high-quality customer support.
- Maintained top QA scores and contributed significantly to the global knowledge base.
- Analyzed contact trends to drive performance improvements and enhance support strategies.
Education
Master's of Science - Information Technology
Indiana Wesleyan University
Merrillville, IN08.2025
Skills
- C# and NET 8 Web API
- Java and Spring Boot
- JavaScript and React
- SQL Server and H2
- Amazon S3 and VPC
- Git and GitHub
- REST APIs and Postman
- Basic Kafka knowledge
- CI/CD principles
- Root-cause analysis
- KPI analysis
- Process improvement
- Customer communication
- Program development
Certifications
- J.P. Morgan - Software Engineering Job Simulation from Forage
- Siemens Mobility Commercial Project Manager Job Simulation on Forage
- EAB GenAl for Proposal Generation Job Simulation on Forage
Timeline
Interim Team Lead - Device, Digital & Alexa Support
Amazon
01.2023 - 04.2023
Advance Tech - Device, Digital & Alexa Support
Amazon
10.2020 - 01.2023
Tech Support Associate Device, Digital & Alexa Support
Amazon
10.2019 - 10.2020
Master's of Science - Information Technology
Indiana Wesleyan University