tajdeen mohamed

A skilled Marine / IT administrator with a strong background in the field of technical support and the marine industry. Willing to take ownership of the tasks and solve them efficiently. Worked in complex environments and communicate efficiently with clients. Critical thinker who addresses support issues quickly and consistently exceeds performance standards.

Technical Support Lead

Synergy Ocean Maritime Inc/Marine Mechanics Private Limited, Chennai

Nov 2019 – Current

Product: SmartShip, Shippalm, Docmap, Resilio, Ahoy, Blue Gem  | Domain: Shipping

Ship Management Software Suite combination of the above-mentioned products, designed to incorporate all Ship Management activities into a single integrated system. Aids Ship Owners, Managers and Operators in their decision-making process with optimum real-time information

Clients: Synergy, BW

Modules: Quality Management System, Procurement, Voyage Performance, Planned Maintenance System and Inventory, Crew Management, HRMS, Business Intelligence

Technical Support Lead – Key Responsibilities

• Set clear objectives, evaluate progress and a high-performance culture with focus on team work, service excellence and ownership for resolving customer issues
• Set-up, manage and improve standards and procedures within the team
• Cascade business objectives and targets to the team Review daily priorities and take appropriate action to ensure results are achieved
• Liaison with the internal functions including sales, product management, engineering, network operations, provisioning, and other service functions
• Ensure high quality, up-to-date documentation exists for all services
• Validating new features, hosting pre-deployment demonstrations and provide approval prior release.
• Monitoring the progress and ensure successful implementation of software upgrades in client systems.
• Co-ordinating with BA and Support teams with respect to software development and technical issues.
• Attending to high priority and escalated technical issues faced by clients and assist the teams in resolving them on urgent basis.
• Preparing and circulating managerial reviews and reports to the top management as and when required.
• Representing the support team at times of external audits
• Create and maintain an updated ‘Knowledge Sharing Database’ for the company.
• Provided L1 and Level 2(L2) technical support for clients related to network level issues.
• Proactive error clearance to avoid service disruption.
• Provided immediate workaround for P1 and P2 tickets and worked on root cause analysis and provided permanent solution within SLA.
• Deployed several changes to live servers and actively monitored for any errors on the application post implementation.

• Worked in collaboration with multiple platform teams on bridge calls across time zones during on-call support
• Managed all weekly, daily reports like WSR to the clients.
• Currently handling a Team of 5+ Members and have encouraged all team members to achieve the SLA.

Technical Support Lead 

Alpha Ori India Pvt Ltd. 

Apr 2016 – May 2019

Product: ShipPalm | Domain: Shipping | Model: Scrum/Agile | Technology: Dot Net

ShipPalm is an All-Encompassing Ship Management tool, Created on a highly customizable framework with real time notifications and performance breach alerts, in page communication between ship (Windows app on board) and shore (Web app).

Clients: Synergy, MOL, Lauritzen, Nissen, BW, Xpress Feeders, Navios, Scorpio

Modules: Quality Management System, Purchase, Voyage Performance, Planned Maintenance System and Inventory, Crew Management, HRMS, Business Intelligence

Technical Support Lead – Key Responsibilities

• Co-ordinating with BA, Development, Testing and Support teams with respect to software development and technical issues.
• Attending to high priority and escalated technical issues faced by clients and assist the teams in resolving them on urgent basis.
• Provided Level 2(L2) technical support for clients related to network level issues.
• Proactive error clearance to avoid service disruption.
• Provided immediate workaround for P1 and P2 tickets and worked on root cause analysis and provided permanent solution within SLA.
• Deployed several changes to live servers and actively monitored for any errors on the application post implementation.
• Worked in collaboration with multiple platform teams on bridge calls across time zones during on-call support

Technical Assistant

Synergy Maritime Pvt Ltd. 

Dec 2013 – Apr 2016

Technical Assistant - Key Responsibilities:

• Understanding issues, analyzing them, categorizing them as L1, L2 or L3 level issues and accordingly following up with the concerned teams for solution.
• 100% compliance on E-mails/Tickets raised by the users across all group companies
• Ensuring that communication system is always clear and working fine between all ships and shore.
• Gather detailed information from users regarding bugs reported.
• Ensure 100% compliance in issue solving and ensuring Nil escalation to higher authorities.
• Generate Excel Reports as per user requests, using SQL.
• Training to the end users, as and when required.
• Preparation of user manuals at times of new releases.

• Upgradation of software on-board ships along with the team during new releases.
• Software installation and client office visits as and when required.
• Maintenance of production support ticket system.
• Gather user feedback.

Business Intelligence (Power BI) – Roles and Responsibilities

• Conducted quantitative analyses on available metrics and briefed senior leadership, enabling them to improve analytical products to maximize visibility and usefulness to the community.
• Generated various business opportunities for the firm by participating in and managing proposals.
• Developed custom crystal reports to analyze financial, operating, and business processes
• Analyzed financial data to identify relationship between operations and payment trends
• Extracted data from different data sources; created KPIs and Scorecards to improve corporate profitability measures and comparative business analysis.
• Provided analytical support and expertise when compiling and reporting information.
• Comfortable in interacting with business customers and other groups within the company

SQL Database – Roles and Responsibilities

• Analytics – Retrieve SQL Server data from entire tables or run queries that return a subset of data from multiple tables
• Good knowledge in writing queries and retrieving data from the database

B.E. in Marine Engg

Mohamed Sathak Engg College, Anna University. (2003 – 2007)