Samir Abugosh
Summary
Skilled Product Support Specialist with background in providing exceptional customer service, troubleshooting product issues, and enhancing user experience. Strengths include strong technical acumen, solution-oriented mindset and ability to maintain composure under pressure. Previous roles demonstrate success in creating support documentation, training staff on product usage, and improving overall customer satisfaction levels.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Account Manager
RegEd
01.2025 - Current
- Support the implementation of RegEd’s Xchange platform for several platinum-tier clients by guiding them through configuration, clarifying functionality, and aligning technical delivery with business goals — driving smoother adoption, reducing churn, and strengthening long-term partnerships.
• Led client-facing meetings to identify challenges during FINRA API integrations, analyzing client populations and issue trends to prioritize solutions that built trust, accelerated adoption, and enabled the sales team to capture new revenue opportunities, increasing ARR.
• Facilitated cross-functional collaboration between client technical teams and internal engineering resources to resolve complex data integration issues, including schema mismatches between FINRA APIs and legacy systems. Partnered with engineering to develop data validation scripts that enhanced accuracy and reduced downtime across client environments.
• Worked closely with technical teams, product owners, client executives, and customer success leaders during post-implementation hypercare to ensure alignment on client-specific setups and integrations.
• Created and maintained Agile documentation, SOPs, and system configuration guides to improve visibility and accelerate delivery timelines.
• Developed and distributed weekly executive status reports for high-priority client initiatives, providing transparency into milestones, blockers, and progress. Led daily technical stand-ups to drive root cause analysis and ensure timely remediation, restoring client confidence and minimizing operational disruption.
K-SIS Support Specialist
Kumon North America
Rutherford
11.2022 - 01.2025
- Provide technical support and instructional assistance to over 2000 Kumon learning centers throughout several branches in Canada and North
America by phone and email working closely with a development team, a network team and other relevant departments logging all
correspondence using ServiceNow.
• Provide remote screenshare assistance using TeamViewer software for assisting end users with installing company’s business application on their
machine and setting up SQL Database Manager for offline mode users to back up their database to the Kumon server - Collaborated on a project with development team, business analysts and field consultants by assisting in deploying 2000+ center databases into a rollout of new web product during system development & launch in an agile framework.
- Gather and analyze user requirements by speaking directly with end users and collaborate with development team and project team to conduct QA testing for software releases and bug fixes using Jira software tool
- Propose product improvements based on observing trending issues reported by end users.
- Collaborated with cross-functional teams to develop and update application system info pack, user guides, training videos and material to provide assistance on the smooth application deployment, update, and operations.
Senior Specialist, Global Application IT Support
Teva Pharmaceuticals
Parsippany
08.2019 - 11.2022
- Provided global support with Salesforce and Veeva GMR Vault (Promomats) which includes product management, user management, and solving complex issues
- Technical liaison between IT and business units by participating in frequent meetings with Sales operations and the marketing team to support all configurations needed on new product launches and provide support for testing
- As a team lead, provided clear direction and guidance to the team and offered feedback to enhance team performance through weekly meetings
- Supported sales reps with their application issues/questions through ServiceNow ticketing system, emails, phone calls
- Backup Support for assisting other teams in applications for SAP Enterprise, Readsoft, and Oracle ERP
Education
B.S - Computer Science
William Paterson University
Wayne, NJ08-2017
Skills
- Microsoft Office Suite
- Data Analysis
- Project Management
- Google Workspace
- Technical Support
- Servicenow
- Freshdesk
- Jira
- Agile/Scrum Methodologies
- SDLC
- Technical Documentation
- Veeva CRM
- Salesforce
- SAP
- SQL Server
- Excellent Communication (written & verbal)
- Professional Customer Communications
- Customer Service
- Team Leadership
- Quick learner
- Problem Solver
- Conflict Resolution
- Troubleshooting
- Well Organized
- Proactive
- Solution Oriented
- Detail Oriented
- Team Oriented
- Self Sufficient
Certification
- Google Project Management
- Service Management with ITIL
Hobbies and Interests
- Health and Fitness
- Food & Nutrition
- Tennis
Timeline
Technical Account Manager
RegEd
01.2025 - Current
K-SIS Support Specialist
Kumon North America
11.2022 - 01.2025
Senior Specialist, Global Application IT Support
Teva Pharmaceuticals
08.2019 - 11.2022
B.S - Computer Science
William Paterson University