Mohammed Sami

Support Operations professional with hands-on experience troubleshooting technical issues, resolving external and internal user cases, and improving processes within a high-volume, rotational-shift support environment. Skilled in case/ticket management (Salesforce, IBM Maximo, IBM Control Desk), root-cause analysis, SLA/quality adherence, and cross-functional coordination with global operations and vendor teams. Comfortable in ambiguous, fast-moving situations, with strong ownership of user outcomes and data handling in a regulated, service-critical environment.

Technical Support Engineer at Tech Mahindra Limited (2026-03 – Present)

• Troubleshoot and resolve external and internal user issues for the Target Corporation (US retail) account within a 24/7 rotational-shift support environment, prioritizing first-contact resolution and a user-first, solution-oriented approach
• Log, triage, and resolve incidents and service requests using Salesforce and IBM Maximo/IBM Control Desk, maintaining SLA and quality compliance with clear, audit-ready case documentation
• Analyze recurring case patterns and support workflows to identify process gaps, proposing and implementing changes that reduce resolution time and improve overall user experience
• Partner cross-functionally with global operations specialists, vendor teams, and business process owners to run critical day-to-day workflows and escalate complex issues through proper channels
• Apply ITIL 4 service management principles (incident, problem, and change management) to keep support delivery consistent, measurable, and scalable
• Communicate clearly and professionally with internal and external stakeholders, translating technical issues into plain-language updates and next steps

Founder's Office Operations Intern at VSK Services Pvt. Ltd. (2025-09 – 2026-02)

• Supported day-to-day operations and issue resolution across 25+ cloud-kitchen outlets, coordinating directly with outlet stakeholders to troubleshoot operational breakdowns
• Produced process documentation and UML process maps to standardize workflows, improve operational transparency, and support scaling across multiple outlet locations
• Coordinated with cross-functional stakeholders (operations, vendors, outlet leads) to drive process improvement initiatives and close gaps between plan and execution
• Gained ground-up exposure to how a growing, multi-location business scales its operations – directly applicable to supporting a high-growth, high-volume service organization

B.Tech in Data Science Engineering – ACE Engineering College, JNTUH (2025)