Mohamad Yusuf Mohamad Salim
Milwaukee
Summary
Dynamic professional with extensive experience at Amazon Services, excelling in technical support and root cause analysis. Proven ability to enhance product performance through data analysis and collaboration. Adept at delivering exceptional customer service and developing training programs, ensuring compliance with security protocols while maintaining accurate documentation. Microsoft Office Specialist expert. Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
7
7
years of professional experience
Work History
Skilled Support Operator
Amazon Services
Oak Creek
05.2023 - Current
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Conducted workflow analysis, space design or cost comparison analysis.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Conducted regular maintenance checks of the network infrastructure to ensure smooth operations.
- Ensured compliance with security protocols when dealing with sensitive data.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Performed root cause analysis for recurring incidents related to hardware or software issues.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Responded promptly to customer inquiries regarding product features, pricing plans and availability status.
- Resolved customer complaints by providing timely technical assistance via phone or email.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Utilized problem solving techniques to identify solutions that meet customer needs.
- Coordinated with different teams to ensure successful completion of projects.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Maintained accurate documentation of customer interactions and service requests.
Bike Mechanic
Kuala Lumpur Penang Hypnotherapy Solutions
Kuala Lumpur
02.2018 - 04.2022
- Inspected bikes for wear and tear, identified problems and replaced worn parts.
- Completed specialized technical work, general maintenance and customer servicing.
- Maintained a clean work environment by following safety protocols while repairing bikes.
- Cleaned chains, derailleurs, brakes and other bike components.
- Tested newly assembled bikes for proper operation before delivering them to customers.
- Adjusted speed and gear mechanisms to optimal settings.
- Diagnosed mechanical issues through visual inspection of the bicycle.
- Worked closely with customers to address questions and inquiries.
- Performed routine maintenance on bicycles such as cleaning, tuning, replacing cables and brake pads.
- Repaired flat tires using specialized tools such as tire levers, patch kits.
- Replaced handlebars, stands, lights, and seats for bicycle repairs.
- Documented bicycle work completed to record customer notes.
- Adjusted, lubricated and repaired bicycles.
- Changed out various cables and chains.
- Checked and replaced brakes, brake levers and shift levers.
Education
High School Diploma -
Maxwell Secondary School
Wilayah Persekutuan Kuala Lumpur08-2014
Skills
- Technical support
- Network troubleshooting
- Root cause analysis
- Customer service
- Documentation management
- Data analysis
- Product improvement
- Team collaboration
- Training development
- Problem solving
- Microsoft office specialist (MOS) expert
Languages
English
Professional
Malay
Professional
Burmese
Professional
Timeline
Skilled Support Operator
Amazon Services
05.2023 - Current
Bike Mechanic
Kuala Lumpur Penang Hypnotherapy Solutions
02.2018 - 04.2022
High School Diploma -
Maxwell Secondary School
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