Mohammad AbuZaid
Mid-Level Software Support Engineer
Amman,AM
Summary
Professional with focus on software support, bringing extensive experience in resolving technical issues and improving user satisfaction. Adept at fostering team collaboration and achieving results in dynamic environments. Known for reliability and adaptability, ensuring seamless support operations. Skilled in troubleshooting, customer communication, and technical issue resolution, with strong commitment to continuous improvement.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Mid-Level Software Support Engineer
Atypon
Amman, Amman Governorate
10.2024 - Current
- Increased ticket resolution speed by creating a comprehensive knowledge base of common issues and solutions.
- Improved team productivity with consistent communication, collaboration, and knowledge sharing among peers.
- Provided initial support on software tickets submitted for ReX publishing solution, maintaining resolution rate of 94%.
- Enhanced customer satisfaction by promptly resolving software issues and providing professional support.
- Collaborated with development teams to provide valuable feedback for software improvements and bug fixes.
- Proficient in Kibana, PostgreSQL, and Postman, with hands-on experience in data analysis, database management, and API testing.
- Extensive experience with JIRA and Jira Service Management (JSM), effectively managing tasks and tracking issues.
Associate Implementation Engineer
SEDCO
10.2021 - 10.2024
- Implemented the Queuing Management System (QMS) for customers via remote connection or on-site deployment, leveraging Internet Information Services (IIS), SQL databases, and SQL Server Reporting Services (SSRS).
- Provided technical support to customers and partners by handling support calls, emails, and CRM cases to diagnose and resolve QMS-related issues. Experienced in SQL database management, IIS, and SSRS.
- Developed API integrations between QMS and customers' back-end systems using Postman and SoapUI, working with JSON and SOAP (XML) protocols and various methods such as GET and POST.
- Have a basic network troubleshooting knowledge
- Experienced in Windows Server administration and various Linux distributions.
- Worked closely with QA and Dev teams.
- Conducted thorough testing and validation of implemented solutions, ensuring optimal performance and minimizing potential issues.
- Managed multiple complex projects simultaneously, proving adept at prioritizing tasks to maximize time efficiency without sacrificing quality or attention to detail.
- Developed strong relationships with clients, leading to high customer satisfaction rates and repeat business.
Technical Support Engineer
TrakLink Company
03.2021 - 10.2021
- Provided technical support to technicians during the installation and maintenance of GPS and sensor devices in company vehicles, assisting remotely via phone or on-site at customer locations when necessary. Additionally, conducted evaluation and testing of new devices, sensors, and systems for development and improvement purposes.
- Strong knowledge of vehicle wiring systems, including OBD-II and CANBUS technologies, with extensive experience in sensors and wireless communication technologies such as Bluetooth, WiFi, GPS, and GPRS.
- Familiar with IoT communication protocols, including RS232, RS485, analog signals, frequency-based technologies, and other industry-standard connectivity solutions.
CALL CENTER AGENT
Crystel Company
02.2018 - 10.2019
- Handled inbound customer calls, assisting with order placement and ensuring a seamless customer experience.
- Addressed customer inquiries, providing accurate information and resolving concerns effectively.
- Troubleshot SIM-related issues, diagnosing and resolving connectivity and functionality problems.
- Managed customer complaints regarding Orange SIM cards, ensuring prompt resolution and customer satisfaction.
Education
Bachelor - Mechatronics Engineer
Hashemite University
Zarqa, Jordan 09.2016 - 03.2021
Skills
Communication Skills
Self-motivation
Adaptability
Problem Solving
undefinedCertification
Microsoft Excel certified by Edraak Organization.
Timeline
Mid-Level Software Support Engineer
Atypon
10.2024 - Current
Associate Implementation Engineer
SEDCO
10.2021 - 10.2024
Technical Support Engineer
TrakLink Company
03.2021 - 10.2021
CALL CENTER AGENT
Crystel Company
02.2018 - 10.2019
Bachelor - Mechatronics Engineer
Hashemite University
09.2016 - 03.2021
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