Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Wahaab Sameer

Perry Hall

Summary

Dynamic IT & Data Support Specialist with a proven track record at TCG - EOP, adept in business intelligence and remote technical support. Successfully led a data support team, enhancing user experience and achieving a 95%+ satisfaction rating. Skilled in problem-solving and time management, driving efficiency in high-pressure environments.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT & Data Support Specialist

TCG - EOP, Office of Management and Budget
02.2023 - Current
  • Provided technical and data support for MAX.gov, a web-based federal budgeting platform with 200,000+ users.
  • Facilitated onboarding and platform training for agencies through weekly instructional webinars.
  • Created and maintained documentation in Confluence to support knowledge sharing and reduce repetitive inquiries.
  • Triaged tickets and performed front-end troubleshooting; tracked issues and resolutions in Jira.
  • Led a data support team (DMT) ensuring timely front-line service and consistent user experience.

Technical Support Analyst II

Jobvite Inc.
03.2018 - 01.2023
  • Offered remote support for cloud-based and web-based clients via phone, email, and chat.
  • Delivered Tier II support for an enterprise applicant tracking system (ATS), handling 30+ weekly tickets via Zendesk and Jira.
  • Diagnosed technical issues, identified root causes, and collaborated with engineering teams to resolve escalated bugs.
  • Participated in User Acceptance Testing (UAT) and quality assurance reviews for new software releases.
  • Maintained internal knowledge base articles to streamline support workflows and reduce ticket volume.
  • Ensured timely ticket resolution in accordance with SLAs and maintained a 95%+ satisfaction rating.

Education

Health Care Management

Towson University
Baltimore, MD
12-2020

Skills

  • Business intelligence
  • Customer service
  • Problem-solving
  • Time management
  • Remote technical support
  • Agile methodology

Certification

  • Certified Scrum Master (CSM), Scrum Alliance
  • Jira Software Board Configuration, Atlassian
  • ITIL Foundation, ITIL

Languages

Urdu
Full Professional
Punjabi
Limited Working
Hindi
Limited Working

Timeline

IT & Data Support Specialist

TCG - EOP, Office of Management and Budget
02.2023 - Current

Technical Support Analyst II

Jobvite Inc.
03.2018 - 01.2023

Health Care Management

Towson University

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Wahaab Sameer