Umaid Ullah Mohammed
Hicksville,NY
Summary
Experienced Technical Analyst specializing in CRM integrations, troubleshooting, and communication technology. Proven track record supporting global clients with technical expertise and strong problem-solving skills. Pursuing a Master's in IT Leadership to enhance leadership and strategic skills in the tech industry.
Overview
6
6
years of professional experience
Work History
Technical Specialist
SaaS Labs Software Pvt. Ltd.
03.2022 - 01.2023
- Provided technical support and solutions for global clients using JustCall.io
- Advised clients on CRM integrations and functions across multiple communication platforms
- Managed client queries, ensuring smooth implementation and troubleshooting of software
Technical Support Associate
Amazon Development Center
Hyderabad
03.2018 - 02.2021
- Assisted customers from around the globe in resolving technical issues related to Amazon devices, digital services, and Alexa.
- Trained in handling Prime Video, Music, Photos, and Amazon Games support .
- Recognized for exceptional performance, receiving multiple awards, including 'Ace Performer of the Month'.
Technical Support Engineer
TechMahindra Limited
Hyderabad
04.2017 - 02.2018
- Supported Australian clients in telecommunications, focusing on troubleshooting and reducing technician visits
- Awarded for process improvement initiatives and for leading the launch of optical fiber lines in Australia
Education
Master's - IT Leadership
Indiana Wesleyan University
12.2024
Bachelor of Commerce - Computer Application
Osmania University
Hyderabad05.2022
Skills
- Troubleshooting
- CRM Integrations
- Salesforce
- Zoho
- HubSpot
- ActiveCampaign
- Jira
- Zapier
- Automation
- JustCallio
- Amazon's Internal Tools
- Ticketing Systems
- Analytical Thinking
- Multi-tasking
- Client Relations
- Leadership
- Organizational Change
- IT service management
- Content Management Systems
- Enterprise Resource Planning
- User training skills
- Technical support background
Accomplishments
- Ace Performer of the Month, Amazon, Recognized globally for outstanding technical support performance.
- Innovator's Award, Developed a display system to track network outages, reducing customer wait times and improving satisfaction.
- Speed Racer Award, Completed Amazon's training programs faster than peers, contributing to higher productivity.
Languages
- English, Full Professional Proficiency
- Hindi, Full Professional Proficiency
- Telugu, Full Professional Proficiency
- Urdu, Elementary Proficiency
Hobbies and Interests
- Traveling
- Swimming
- Grilling
- Cooking
- Photography
- Fishing
Projects
Alexa Skill's Tab, Created an internal management tool at Amazon for enhanced customer service on Alexa-related queries. Optical Fiber Launch, Played a key role in transitioning copper to optical fiber lines in Australia, reducing downtime and improving service quality.
Timeline
Technical Specialist
SaaS Labs Software Pvt. Ltd.
03.2022 - 01.2023
Technical Support Associate
Amazon Development Center
03.2018 - 02.2021
Technical Support Engineer
TechMahindra Limited
04.2017 - 02.2018
Master's - IT Leadership
Indiana Wesleyan University
Bachelor of Commerce - Computer Application
Osmania University
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