Summary
Overview
Work History
Education
Skills
Certification
Technicaltoolsandplatforms
Timeline
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MOHAMMAD ALI

Hyderabad

Summary

Results-driven Product Support Specialist with a proven track record in technical troubleshooting, API integrations, and database management. Currently supporting Freshdesk at Freshworks, providing high-quality customer support and resolving complex technical issues. Adept at SSO implementation, API configurations, SQL querying, and log analysis, ensuring seamless product functionality. Highly skilled in incident management, debugging, and process optimization. Passionate about improving customer experience, streamlining technical operations, and driving product efficiency.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Product Support Specialist

Freshworks
Hyderabad
06.2024 - Current
  • Provide advanced technical support for Freshdesk, troubleshooting customer issues related to API integrations, SSO authentication, and SQL database queries
  • Analyze server logs, system performance, and debugging errors to ensure seamless product functionality
  • Collaborate with engineering and product teams to escalate and resolve complex issues efficiently
  • Assist customers in configuring Freshdesk settings, workflow automation, and third-party integrations
  • Conduct root cause analysis on recurring issues and implement long-term solutions
  • Maintain comprehensive case documentation to improve internal knowledge bases and troubleshooting efficiency
  • Deliver product training and best practices to enhance customer engagement and retention

Senior Technical Support Associate

Dell International Pvt Ltd
Hyderabad
12.2021 - 06.2024
  • Provided Tier 1 & Tier 2 technical support to customers via email, chat, and phone
  • Diagnosed and resolved issues related to hardware, software, and network connectivity
  • Assisted customers with OS installations, system recovery, and performance optimization
  • Identified and implemented process improvements to increase troubleshooting efficiency and reduce resolution time
  • Maintained detailed case records and collaborated with teams to enhance support quality
  • Created self-help articles, FAQs, and technical documentation for customer use

Technical Support Associate

Dell International Pvt Ltd
Hyderabad
01.2021 - 12.2021
  • Provided first-level support for Windows, software applications, and security patches
  • Used remote troubleshooting tools to diagnose and resolve technical issues
  • Maintained up-to-date knowledge on product updates, firmware, and system upgrades
  • Assisted with ticket resolution, system diagnostics, and troubleshooting process enhancements

Education

Bachelor of Science - Electrical, Electronics, and Communications Engineering

Muffakham Jah College of Engineering And Technology
Hyderabad
10.2020

High School Diploma -

TRR College of Engineering & Technology
Hyderabad
05.2017

SSC -

St. Marks Grammar High School
Hyderabad
05.2012

Skills

  • Technical Support & Troubleshooting
  • API Integrations & Configuration
  • SSO Implementation & Authentication
  • SQL Database Management & Querying
  • Incident Management & Root Cause Analysis
  • Log Analysis & Debugging
  • Help Desk & IT Support
  • Network & System Diagnostics
  • Technical Documentation & Knowledge Base Creation
  • Customer Experience & Product Optimization

Certification

  • Certified in Circuit Designing, Microcontroller & PCB Designing
  • Certificate of Participation - Telangana Government
  • Certificate of Participation - Team Robocon

Technicaltoolsandplatforms

  • Freshdesk
  • Zendesk
  • ServiceNow
  • SQL
  • MySQL
  • PostgreSQL
  • SSO (Okta, Azure AD, Google OAuth)
  • API Testing (Postman, Swagger)
  • Remote Troubleshooting (TeamViewer, AnyDesk)
  • Windows
  • Linux
  • MacOS
  • Networking & Security

Timeline

Product Support Specialist

Freshworks
06.2024 - Current

Senior Technical Support Associate

Dell International Pvt Ltd
12.2021 - 06.2024

Technical Support Associate

Dell International Pvt Ltd
01.2021 - 12.2021

Bachelor of Science - Electrical, Electronics, and Communications Engineering

Muffakham Jah College of Engineering And Technology

High School Diploma -

TRR College of Engineering & Technology

SSC -

St. Marks Grammar High School

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