MS
Mohamed Sugail
Contact details — on requestProof of Work — on request
Experience
Technical Support
Raksha Technologies · Dec 2024 – Present
- Supported customers using a SaaS platform by resolving queries via chat, email, and Fretworks ticketing system, ensuring timely issue resolution and high customer satisfaction
- Identified customer issues, troubleshot technical problems, and coordinated with product and engineering teams to resolve complex cases.
- Gathered user feedback and reported recurring issues to improve product experience and support product enhancements.
- Documented solutions, troubleshooting steps, and customer interactions while maintaining clear and professional communication.
- Assisted Customers in understanding product features, integrations, and workflows to improve adoption and overall product usage.
- Contributed to improving customer retention by ensuring smooth onboarding, feature adoption, and ongoing support reducing risk through proactive communication.
- Led Proof-of-Concept (POC) trials with clients, showcasing product capabilities and aligning features with real-world use cases before deployment.
- Facilitated live demonstrations and interactive walkthroughs to onboard clients and accelerate adoption of key features and integrations.
- Deployed, configured, and supported enterprise security solutions such as CrowdStrike, Trend Micro, and Sophos, ensuring endpoint protection and compliance.
Technical Support Engineer
Raksha Technologies · Dec 2024 – Present
Skills 0 proven through work
Also works with
Rapid LearningProject ExecutionImpact AnalysisWork Planning and PrioritizationPreventive Measures PlanningBug FixingDocumentation ReviewTeamworkVendor CoordinationReport AnalysisLog AnalysisTechnical TroubleshootingTicket ManagementCustomer Issue ResolutionCustomer Service
Proof of Work
Proof of Work
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Education
MCA, Master of Computer Applications
University of Madras · 2024 — 2026
BCA, Computer Applications
The New College (University of Madras) · 2020 — 2023
Contact details
Contact details
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