Abdul Mohammed Email & Phone Number

Oakville, Ontario, Canada

In my role at Rocket Software, a pioneer in enterprise information management and IT system management solutions, I blend data science and analytics expertise with a deep focus on customer success. My approach is rooted in harnessing advanced analytics and leveraging deep learning methods to drive exceptional customer experiences and outcomes.Core Contributions:Data-Driven Strategies: Spearheading customer success through the application of data science and analytics. Utilizing predictive models and advanced analytics to understand customer behavior, anticipate needs, and tailor strategies that enhance customer engagement and satisfaction.Analytics-Infused Customer Management: Integrating analytics into every facet of customer interaction. Employing tools and methodologies such as Gainsight and Salesforce to derive actionable insights, driving informed decisions and strategic account management.Innovative Solutions with Mobius: Utilizing my proficiency in Mobius for innovative content solutions, directly impacting customer success through enhanced data management and intelligence.Collaborative Leadership: Fostering cross-functional collaboration, mentoring team members in data-centric approaches to customer success, and leading initiatives that align with Rocket Software’s commitment to Empathy, Humanity, Trust, and Love.This position enables me to leverage my analytical acumen to transform customer data into strategic assets, ensuring that Rocket Software not only meets but exceeds customer expectations in the ever-evolving tech landscape.

Ontario, Canada

At ASG Technologies, a company renowned for its comprehensive technology solutions in information access, management, and control, I spearheaded the customer success initiatives for the company's top strategic accounts. My tenure at ASG Technologies, a key player in sectors like business intelligence, data management, and enterprise software, allowed me to leverage my technical expertise to significantly contribute to the company's growth and client satisfaction.Key Achievements:Customer Insight and Relationship Management: Managed and nurtured relationships with top strategic accounts, playing a pivotal role in understanding and addressing their unique needs and challenges.Data-Driven Decision Making: Utilized my technical knowledge in database management, SQL, data analytics, Python, and business intelligence tools like Power BI to convert legacy Excel reports into advanced Power BI dashboards. These were instrumental in providing comprehensive insights into support, development, and product health for the executive leadership and Board of Directors.Strategic Leadership: Reported directly to the Senior Vice President of Customer Support and Success, playing a critical role in shaping the company's support strategy. My focus was on customer health and identifying key areas for future development and growth.Innovative Solutions with Mobius Content Solution: Applied ASG's Mobius Content Solution to enhance data intelligence and content management, furthering the company's commitment to delivering innovative solutions in the technology sector.This role at ASG Technologies enabled me to blend my technical acumen with a customer-centric approach, creating a strong foundation for future roles in data science, business analysis, and data analytics.

As a trusted advisor, CAMs help to ensure a successful deployment, adoption, migration and innovation of Hewlett- Packard Enterprise Software within our top Installed Base accounts. We unify with the entire HP Software team capturing mindshare. By partnering with Key stakeholders, the CAM drives improvements in stability, maturity and innovation that help enable client business outcomes. Exclusively servicing our top 500 accounts globally. My current duty is advocating for Strategic Customers in the Eastern Canada Region. Achievements:• Helped with technical support challenges to manage mission critical applications by coordinating efforts, raising visibility and Escalations to the highest levels within the company and ensuring solutions that met customers satisfaction and timeliness.. • Partnered with HPE Account Executive team, Support flex care team to help showcase the value of our Technical Account managers and Names Support resources to uplift support contracts successfully to help with mission critical applications and elevated need to faster and proactive responses.• Conducted Customer Governance calls by gathering Input from Sales Executives, Product Management, Support Management, Professional Services and Executive Sponsors and reporting on Trends, License Usage, Upcoming Renewals, Product Upgrades and On-going Projects. Helped keep the fingers on the pulse and health of the account.• Worked with Licensing team as single point of contact by accounts team to help with any and all licensing issues and provided Evaluation keys leading to several successful deals and deployments. • Success Ran and executed campaigns for adoption and solution migration across all segments of HPE solution with Major customers.In addition to direct liaising with customers, I have been engaged in onsite visits with sales to sit face to face with customer and build relationships to proactively tackle challenges and look at opportunities for success.

Toronto, Ontario, Canada

Managed a team of 30+ highly skilled Support engineers in Americas for Server Automation and Object Orchestration. • Ensured consistent delivery of exceptional support to enable customers to succeed and meet HP business objectives. • Motivated employees to achieve personal goals and perform at a high level.• Built a teamwork environment that encouraged high performance and collaboration. • Managed the HR function in the areas of staffing and training. • Owned the Duty Manager/Critical escalations for my teams. • Implemented Best Practices and Delivery Processes that work in a cross functional alignment while ensuring the development of our engineers. • Partnered with PM on product direction and point of contact for PM for escalations. • Worked with CPE team to help prioritize R&D escalations and product fixes. • Worked with EMEA and APJ Managers to build relationships between engineers across the regions. Worked closely with Support Delivery Managers on Integration issues. • Partnered with Sales and PSO and raised awareness of key deals/projects. • Created and presented monthly MBR and team performance reports.

Cupertino, California, United States

Managed Level 3 engineers for 2 products: Project and Portfolio Management and Network Node Automation. • Managed engineers located in US, UK, Bulgaria, Costa Rica, India and Australia and Japan. • Ensured consistent delivery of exceptional support to enable customers to succeed and meet HP business objectives. • Motivated employees to achieve personal goals and perform at a high level. Built a teamwork environment that encouraged high performance and collaboration. • Managed the HR function in the areas of staffing and training. • Owned the Duty Manager/Critical escalations for my teams. Implemented Best Practices and Delivery Processes that work in a cross functional alignment while ensuring the development of our engineers. • Partnered with PM on product direction and point of contact for PM for escalations. • Worked with CPE team to help prioritize R&D escalations and product fixes. Worked with AMS, EMEA and APJ Level 1 Managers to build relationships between engineers across the levels. • Worked closely with Support Delivery Managers on Integration issues. • Partnered with Sales and PSO and raised awareness of key deals/projects. • Created and presented monthly MBR and team performance reports.

Cupertino, California, United States

Managed day to day activities of Project and Portfolio Level 3 support engineers (14 engineers)• Workload balancing, training, career growth, Focal Point Review assistance. • Assisted L3 engineers to meet their Managed Business Objectives. • Assisted Functional Testing L3 Manager in managing FT L3 Engineers (5 engineers). • Owned the Duty Manager/Critical escalations for L3 support team. • Point of Contact for Product Marketing and worked with PM on product direction.• Point of contact for Professional Services and raised awareness of key PSO projects and engagements. • Worked with CORD/CPE to help prioritize R&D escalations from L3 engineers. • Acted as a Technical resource for mentoring L3 engineers. Worked with L2 and L1 Managers to set processes to improve customer SAT and case elevation between teams. • Generated Performance Metric reports for L3 engineers. • Worked with Global Support Managers to build relationships between engineers, i.e. organizing "Meet the Expert" sessions between Global Support Engineers. • Represented the voice of engineers in the Employee Engagement Council.

Sunnyvale, California, United States

Provided Tier III technical software support via telephone, email, and webex for Kintana/Mercury Project and Portfolio management solution. • PPM is a multi-platform J2EE web-based application for automated project and resource management. • Mentored Tier 1 and Tier 2 engineers and performed detailed research on escalated issues. • Worked professionally with customers and helped resolve difficult issues in a timely manner. • Provided workarounds for customers to resolve their issues. • Worked closely with R&D to provide patches for customers. • Worked with the Sales team in offering pre-sales support to potential customers using webex. • Presented a Service Request Management skills training to the team on how to manage a high load of service requests and achieve high satisfaction scores from customer surveys. • Shared best practices with the team that helped me accomplish a high service request load with high customer satisfaction. • Managed the team weekly schedule for phone and web shifts and vacation days. Helped the team by working on the pending service requests of backlogged co-workers. • Selected to the 24 x 7 team for after hour urgent support for premium customers.

Salt Lake City, Utah, United States

Collaborated closely with clients to analyze business requirements and translate them into technical specifications for the Peoplesoft system.Led the customization and integration of Peoplesoft applications with enterprise systems, enhancing operational efficiencies and process management.Oversaw the data migration process from legacy systems to Peoplesoft, ensuring a smooth transition with minimal impact on business operations.