SHAEID MOHAMMED PATWARY
Tustin
Summary
Detail-oriented and client-focused Technical Support Specialist with over seven years of experience in a combination of financial and technical experience. Troubleshooting software issues, managing high-volume support cases, and delivering exceptional customer service. Proven ability to collaborate cross-functionally, resolve complex technical problems efficiently, and support platform adoption. Seeking a fully remote Technical Support role where I can leverage my skills in technical diagnostics, communication, and customer advocacy to enhance user satisfaction, and operational efficiency.
Overview
6
6
years of professional experience
Work History
Senior Taxpayer Software Specialist
Thomson Reuters – TaxCaddy
Irvine
06.2022 - 06.2025
- Delivered high-level technical support for the TaxCaddy platform by managing large volumes of client inquiries across phone, email, and chat using Zendesk, ensuring timely and thorough resolutions.
- Conducted advanced troubleshooting sessions via Zoom and Microsoft Teams with clients and tax professionals, collecting HAR files, and diagnostic logs to identify root causes of persistent system issues.
- Collaborated closely with engineering teams using Jira to escalate complex bugs, document technical findings, and assist in developing long-term fixes for recurring software discrepancies.
- Investigated and resolved multi-layered technical issues involving two-factor authentication through Twilio, and email delivery problems using SendGrid, improving the end-user experience.
- Served as the primary point of contact for Deloitte, and was solely responsible for managing all technical tickets related to their uniquely customized systems. Provided direct support to Deloitte stakeholders, handling escalations, coordinating with internal teams, and delivering tailored solutions for their advanced, specialized workflows.
Tax Data Verification Coordinator
Sureprep
Irvine
01.2022 - 04.2022
- Executed high-volume data entry with exceptional precision, processing 1,500 pages daily. Employed systematic verification protocols to ensure data integrity, reducing errors and boosting operational efficiency.
- Implemented Optical Character Recognition (OCR) solutions using the "1040SCAN" system, streamlining processes for accurate tax data verification and decreasing processing time while increasing data fidelity.
- Evaluated tax documentation from nationwide CPA firms, maintaining data integrity and regulatory compliance through specialized verification protocols, thus enhancing data quality.
- Guided junior staff on data entry and verification best practices, contributing to training and development initiatives. Enhanced system functionality understanding and increased overall team competency.
Client Banking Representative
Bank of America
Irvine
03.2019 - 10.2021
- Built personalized financial solutions by actively listening to client needs, aligning services with both short- and long-term goals, and helping clients navigate complex banking and credit products.
- Delivered clear, strategic guidance to clients through comprehensive financial assessments, fostering trust and strengthening long-term relationships.
- Managed a wide variety of financial transactions with precision, ensuring compliance with banking policies and prioritizing customer data security.
- Spearheaded improvements in branch scheduling and transactional workflows, resulting in more efficient operations and enhanced client service.
- Promoted adherence to updated regulatory standards and best practices, helping reduce risk and protect the integrity of financial center operations.
Education
Bachelor of Arts - Information And Communication Technology
California State University, Fullerton
Fullerton, CASkills
- Technical support
- Advanced troubleshooting
- Data verification
- Software testing
- Issue resolution
- Client relationship management
- Process improvement
- Regulatory compliance
- Data analysis
- Team collaboration
- Effective communication
- Customer service
- Training and mentoring
- Problem solving
- Time management
- Software documentation
- Performance optimization
- Machine learning
- API integration
- Software deployment
Accomplishments
This certificate is presented to Shaeid Patwary. Congratulations on your great performance for 2022 and 2023. We really appreciate your contributions. Director of Support : SACHIN KOTEKAR.
Languages
Spanish
Limited
Bengali
Professional
REFERENCES
TIN TRUNG LE
SUREPREP PRODUCT QA ANALYST AND TECHNICAL LEAD
EMAIL : TIN.LE@THOMSONREUTERS.COM
PHONE : (714) 757 5024
____________________________________________________________
DANIEL REGALA
LEVEL 2 LEAD AND SUREPREP PRODUCT TECHNICAL CONSULTANT
EMAIL : DASREGALA@GMAIL.COM
PHONE : (714) 928 9454
____________________________________________________________
AUSTIN NIETO
VICE PRESIDENT OF SALES, VOICEIT
PHONE : (949) 290 7368
Timeline
Senior Taxpayer Software Specialist
Thomson Reuters – TaxCaddy
06.2022 - 06.2025
Tax Data Verification Coordinator
Sureprep
01.2022 - 04.2022
Client Banking Representative
Bank of America
03.2019 - 10.2021
Bachelor of Arts - Information And Communication Technology
California State University, Fullerton