Abdulkabir Abdullateef
Cloud engineering, Linux, AWS, DevOps, and real project notes.
Resume
Profile
Customer Support and Technical Support Specialist with experience delivering exceptional support in fast-paced SaaS and B2B environments. Proven ability to resolve customer inquiries, troubleshoot technical issues, investigate payment and software-related problems, and communicate complex concepts in a clear, customer-friendly manner. Experienced in collaborating with cross-functional teams to ensure timely resolutions while maintaining a customer-first approach. Certified Linux administrator with hands-on knowledge of REST APIs, Salesforce, Docker, Terraform, AWS, and CRM/helpdesk platforms. Passionate about creating positive customer experiences, continuously improving support processes, and helping customers succeed through empathetic, efficient, and solution-focused service.
Experience
- Managed high-volume order routing pipelines, ensuring 100% accuracy from initial intake through warehousing, licensing, and final delivery.
- Develop and maintain Standard Operating Procedures (SOPs) to standardize processes, reduce repeat incidents, and improve scalability.
- Facilitated the optimal development and implementation of the PEGA CRM platform to enhance customer service operations for agents globally.
- Collaborated with cross-functional teams and stakeholders to establish user workflows, validate new functionalities, and drive user acceptance.
- Performed quality assurance through user acceptance testing, writing test cases, detecting and reporting bugs to enable a seamless rollout.
- Facilitated project coordination through system shadowing and product sunsetting to resolve issues and maximize CRM functionality.
- Presented feedback that led to significant improvements in platform workflows for support teams.
- Resolved an average of 100 support cases per week, with an 85% first-contact resolution rate.
- Trained new teammates to increase CRM proficiency and provide continuous support quality.
- Resolved customer issues and complaints for Booking.com clients, including payment investigations and invoice management.
- Followed internal procedures and guidelines while maintaining clear documentation.
- Handled incoming calls and emails, maintaining a positive and professional attitude at all times.
- Identified and reported potentially malicious behavior such as fraud or phishing attempts.
- Configured and installed hardware, software, network systems, and applications; performed timely system patching to maintain security and uptime.
- Diagnosed and resolved integration and network configuration issues across Windows and Mac platforms, documenting technical solutions to build shared knowledge.
- Handled account setups, equipment repairs, and new technology rollouts with comprehensive testing to validate implementations.
- Collaborated with vendors to resolve equipment and service issues, ensuring minimal disruption to operations.
Technical Skills
- APIs & Integration: REST API, Salesforce API, CI/CD pipelines, IAM/Access Control
- Cloud & Infra: AWS (EC2, S3, IAM), Docker, Kubernetes, Terraform, Linux (LFCS)
- Scripting & Automation: Bash scripting, process automation, system monitoring, log analysis
- Support Tools: Salesforce CRM, ticketing systems (PEGA HUB), incident management, SOP development
- Networking: TCP/IP, Active Directory, network configuration, Microsoft 365
- Soft Skills: Technical documentation (TSA), cross-functional collaboration, customer-facing communication, root cause analysis