Mahammad Safwan Kodiyadka

Provide expert technical support for international 7-11 store agents, resolving complex network
issues involving switches, routers, ISP, Chromebox devices, and various peripherals.
Proficient in troubleshooting and configuring network-related issues including TCP/IP, LAN, and
VPN to ensure optimal store network performance.
Utilize ServiceNow (SNOW) ticketing system for efficient ticket resolution, managing backlog, and
maintaining high levels of customer satisfaction.
Lead and coach a team of international agents, managing escalation incidents, monitoring queue
activities, and assigning tickets to ensure prompt resolution.
Configure and maintain critical in-store devices, including Money Order Machines, PinPads, POS
systems, and printers, ensuring seamless operation.
Update and configure DHCP settings to ensure accurate IP address allocation and network
functionality, contributing to the overall stability of store networks.

Provided L1 and L2 support for account lock resolution through Active Directory and Outlook
issues, ensuring timely and effective customer service with a focus on strong communication and
problem-solving skills.
Assisted internal CGI team members with account setups, password resets, tool access, asset
assignments, and other onboarding activities to ensure smooth operational transitions.
Utilized ITSM tools for raising and managing tickets and contributed as a back-office support
member for CGIs L1 agents, ensuring prompt and accurate resolution of internal support issues.

Managed and resolved 30+ WordPress website issues, DNS configurations, and hosting related
queries daily, delivering exceptional customer satisfaction via chat and voice support for
international clients.
Provided expert support for email client issues, including Outlook, Thunderbird, and Round cube,
ensuring efficient resolution and enhanced user experience.
Achieved consecutive Employer of the Month awards for outstanding performance in sales and
customer ratings, driving significant sales growth and customer loyalty from April to June 2021 .
Created Knowledgebase articles, contributing to improved self-service support and quicker
resolution for recurring website issues.
Drove software and domain sales by providing tailored recommendations to customers, enhancing
their website and hosting experience while meeting business targets.