Mohd Abdul Mubeen

Sr. Technical Support Engineer

: linkedin.com/in/abdul-mubeen-mohammed-b0468867

About Me

  • Experienced with 5 years as Technical Engineer in managing various applications like Sprinklr, Okta Verify, JAMF Pro, Active Directory, MDM, Zscaler, and VPNs.
  • Skilled in troubleshooting technical issues via calls, chats, and tickets, including tasks such as password resets, MacBook recovery, MDM setup, software licensing, and asset management.
  • Proficient in iOS, Windows, and MacBook's.
  • Notable achievements: Development of troubleshooting scripts reducing manual time by 40%, Increased knowledge base reducing repeat inquiries by 50%, Introduction of remote support tools lowering on-site visits by 35%

Work Experience

Sr. Technical Engineer
- Salesforce (Payroll: Tech Mahindra)
  • Troubleshoot technical issues reported by Salesforce employees and offer technical help as password reset, New Hire support, Asset management, MDM and JAMF enrollment.
  • Maintain SLA, manage queues, routing cases, escalate unresolved customer issues, track requests, participate in training, hardware provisioning, imaging, Computer troubleshooting, software installation, and more.
06/2023 - present
Hyderabad, India
Resolution Specialist
- Computer Generated Solution India Pvt Ltd
  • Provide technical assistance to Dell B2B and end-users, troubleshoot issues Related to Dell Computer.
  • Hardware and windows,O365 software issue, handle escalated chats and calls, monitor team performance.
  • Assist new hiring batches, audit calls, and give feedback.
06/2021 - 04/2023
Hyderabad, India
Customer Service Engineer
- Conneqt Business Solution
  • Handle inbound, chat and Email, proactively offer ideas and insights, follow up on customer requests and complaints, resolve customer requests.
  • Offer voice-based customer Assistance, Manage AHT, provide FCR on calls, attend escalation calls and give feedback.
03/2019 - 06/2021
Hyderabad, India

Education

Master in Technology
JB institute of Engineering and Technology
Bachelor in Technology
Syed Hashim of Science and Technology

Awards

Bravo x2
  • Exceeded targets in Q3 and Q4 FY24 across all metrics.
CSAT Award
  • Received award from Senior Director for achieving 100% Customer Satisfaction score.