Mohammed Shahid P
Bengaluru,KA
Summary
Experienced with managing Cybersecurity product technical support teams to ensure efficient problem resolution and customer satisfaction. Utilizes strong leadership and communication skills to foster team collaboration and drive performance improvements. Knowledge of advanced technical troubleshooting and support methodologies, consistently delivering high-quality service.
Overview
16
16
years of professional experience
Work History
Technical Support Manager
Trellix Software Pvt Ltd
01.2022 - Current
- Lead and manage a team of Cybersecurity product Technical support engineers.
- Develop work schedules, set performance goals, and conduct regular evaluations.
- Mentor, train, and coach staff to improve skillsets and maintain up-to-date knowledge.
- Coordinate with HR on hiring, onboarding, and professional development.
- Ensure SLAs (Service Level Agreements) are met for support tickets.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
- Tracked KPIs and created continuous improvement plans.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Contributed to company growth by identifying upsell opportunities during client interactions and coordinating closely with sales teams.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
Project Manager (Canada) - Professional Services
McAfee Software India Private Limited
01.2021 - 01.2022
- Attend / setup customer calls for Canada/ US projects check-ins and or project closeout calls.
- Prepare Engagement Activity Report(s), as required, for any projects that have work completed and will require call-offs.
- Deliver EAR(s), via DocuSign, to designated client contact(s) for review and approval of the hours worked for the FINANCIAL CALLOFF of time worked on Projects.
- Facilitate any consultant issues / requirements for escalations, sales need to know situations and / or general questions.
- Follow-up with consultant(s) on any overdue DSR/WSR/ESR documentation.
- Deliver documentation to clients (ie. DSR/WSR/ESR and / or other docs, as required).
- Book Kickoff calls for any new projects/engagements (co-ordinate with McAfee Pro services Region Directors and consultant(s)).
- Hold kickoff calls and co-ordinate logistics for engagements.
- Create booking request(s) for any consultant scheduling on projects.
- Create task(s) in OA project for consultant(s) assigned to work on projects.
- Prepare DSR/WSR/ESR templates for any upcoming projects and send to consultant(s), before engagement starts - and send to consultant(s).
Team Lead
McAfee Software India Private Limited
06.2018 - 01.2021
- Taking interviews for New Hire.
- Working with 7 different vertical Managers and helping them in Operational excellence.
- Delivering process Training related to KPI's/CSAT/Severity Calls handling, Etc.
- Call auditing / sharing the feedback to concern Team Managers to help in focusing on gaps from Engineers.
- Queue Monitoring.
- Doing Weekend MOD shift as per business requirement.
- Presenting DSAT analysis report on regular basis and helping the Managers to fill the gaps and area of Improvement.
- Delivering Case management Training to Engineers.
- Helping Managers in making the Shift Schedule as per the Team benefit.
- Closely working with SAM if there are any Hot account escalations.
- Working with SME's and scheduling the product training plans for Engineers.
- Taken the complete responsibility for 'Internship Interview drive' and successfully onboarded 15 Engineers.
- Part of 'NA-Expansion' complete hiring drive and successfully onboarded more than 30 Engineers.
- Taken responsibility for Detractor Customers Enterprise account and turnaround from Detractor to Promoters.
- Case reviews on regular basis and sharing the feedback to Managers.
- Mentoring Engineers.
Technical Support Engineer
McAfee Software India Private Limited
12.2012 - 06.2018
- Worked as a Technical Support Engineer where my responsibility is to support McAfee Enterprise customers on any issues with Endpoint McAfee Products.
- McAfee ePolicy Orchestrator.
- McAfee ENS Firewall.
- McAfee ENS Threat Prevention.
- McAfee ENS Web Control.
- McAfee Agent.
- McAfee Site Advisor.
- McAfee Virus Scan Enterprise.
- McAfee Virus Scan for Storage.
- McAfee Malware Issues.
- Training new hires on the products they will be supporting.
- Mentoring the people/ Case scrub.
- Handling High Severity Case and Taking Sales Escalations cases.
- Identifying Issues/Bugs on endpoint product, testing RTS package and closely working with Engineering Team before RTW.
Technical Service Engineer
Acropetal Technologies Limited
09.2011 - 12.2012
- Contact potential customer & identify their needs.
- Responsible for handling the customers valuable and satisfy through the quality support and service.
- Responsible overall customer and increase the sales and Revenue of the company.
- Built a Repo with the customers and understanding the customers.
- Participate in product promotions & Trade Fairs.
- Discuss with other sales personnel to work out the best methods of solving the customer issue.
- Building and maintaining positive working relationships with clients, suppliers & staff.
- Keeping detailed records of all contacts, which will involve database management system.
- Troubleshooting hardware and internet related issues.
- Have been given a basic training in networking.
- Providing Technical Support for issues in Operating System, Application Software's and Networking components.
- Support includes Installation, Configuration and Troubleshooting issues related with Hardware and Software's.
Customer Service Associate
ETA-Group-Dubai
03.2009 - 08.2011
- Support the clients / agents about technical description of products; and advise them accordingly.
- Help Desk in Local IT Team.
- Maintaining Track record for regular issues and reporting to the Manager.
Education
Diploma - Electronics Communication Engineering
Rajaji Polytechnic College
Salem04-2007
Skills
- Customer support management
- Team building
- Training and mentoring
- Customer communications
- Operations oversight
- Staff training
- Escalation management
- Teamwork and collaboration
- Project leadership
Timeline
Technical Support Manager
Trellix Software Pvt Ltd
01.2022 - Current
Project Manager (Canada) - Professional Services
McAfee Software India Private Limited
01.2021 - 01.2022
Team Lead
McAfee Software India Private Limited
06.2018 - 01.2021
Technical Support Engineer
McAfee Software India Private Limited
12.2012 - 06.2018
Technical Service Engineer
Acropetal Technologies Limited
09.2011 - 12.2012
Customer Service Associate
ETA-Group-Dubai
03.2009 - 08.2011
Diploma - Electronics Communication Engineering
Rajaji Polytechnic College
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