Rio Mohamed

• Served as a subject matter expert for the support team, providing guidance on escalated cases.
• Proactively identified gaps in internal documentation, creating new materials or updating existing content accordingly.
• Performed troubleshooting of technical issues within production environment.
• Collaborated closely with developers to ensure seamless user experience through efficient API integrations.
• Increased client satisfaction by promptly addressing reported issues, delivering timely fixes, and providing technical support when needed.

• Assisted Partners in identifying issues and explained solutions to restore service and functionality.
• Resolved diverse range of technical issues across multiple systems and applications for Partners and end-users.
• Translated technical concepts and information into terms parties could easily comprehend.
• Used ticketing systems to manage and process support actions and requests.
• Aid in the implementation of custom solutions and integrations to meet business needs.
• Became topic expert on REST & GraphQL Shopify APIs to provide team members with a point of contact on complicated API issues

• Assisted merchants with various types of technical issues via email, live chat and telephone.

• Engaged in human conversations to identify a merchant's business needs and created tailored solutions

• Worked alongside and collaborated with multiple teams to resolve merchant issues

• Used tools such as Mode/Splunk to pinpoint and resolve merchant issue

• Completed timely inspections of aircraft systems and components to check performance and safety.

• Identified malfunctions, investigated faults and troubleshot aircraft systems, addressing all problems directly to enhance operations.

• Assembled progressive plans, communicated instructions to crew members and monitored performance

• Documented maintenance activities and confirmed compliance with relevant regulations.