Enhancing Customer Experience
Mohanad Mohammed
Manager of Technical Support and Client Onboarding
Riyadh
Summary
Experienced administrative professional with over 5 years of expertise in streamlining processes and leading high-performing teams. Renowned for exceptional analytical skills and an unwavering commitment to achieving results. I leverage collaborative leadership techniques and demonstrate adaptability to meet evolving organizational needs. As a trusted leader, I consistently deliver impactful outcomes through effective teamwork and a solution-oriented approach.
Overview
6
6
years of professional experience
10122
10122
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Technical Support and Customer Qualification Specialist
RETM POS
Riyadh, Riyadh Region
11.2021 - Current
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Developed and tested new product offerings prior to release to assist development team in bug identification
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to promote better understanding for non-technical users
- Ensured timely completion of qualification assessments by consistently meeting deadlines and maintaining effective communication with clients.
- Planning, monitored and training new costumers
- Developed and implemented onboarding and orientation programs for new costumer
- Developed and implemented onboarding and orientation programs for new employees.
Product Owner
Enabling Solutions
08.2021 - 08.2021
- Oversaw entire product deployments from vision and creation to rollout and delivery
- Owned and prioritized product backlog
- Allocated and approved team resource usage
- Collaborated with development team on services and tasks
- Coordinated with software developers to create custom applications and trackers to achieve client goals
- Focused on building critical features up front in order to identify constraints and technical challenges
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
- Facilitated communication between development teams and stakeholders, ensuring clear understanding of requirements and expectations.
- Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
Administrative Employee
Grass Al-Khairat Company
06.2021 - 08.2021
- Reduced operational costs through diligent budget management, vendor negotiations, and cost analysis.
- Monitored office supply levels regularly to maintain an optimal stock at all times without overspending or running out of essential items.
- Enhanced team productivity by delegating tasks effectively and providing consistent support to staff members.
- Prepared detailed reports for upper management to enable informed decision-making based on accurate data analysis.
- Established administrative work procedures to track staff's daily tasks.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
Services System Administrator
Abumuzdalifah Commercial
01.2019 - 12.2020
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
- Worked with users to determine areas of technology in need of improved usability.
- Improved security measures by conducting vulnerability assessments and applying necessary patches.
Education
IT Service Management Foundation Problem Management - Information Technology
LinkedIn Learning
Interdiction To Scrum Master - Information Technology Project Management
Learn Quest
Agile - Agile
Jira ATLASSIAN University
Pc Maintenance And Performances - Computer Maintenance And Operations
LinkedIn Learning
Thinking Creatively: Art Education - Developing Creative Thinking And Artistic Expressi
LinkedIn Learning
Bachelor of Science - Information Technology
University of Science And Technology
Omdurman, Khartoum State 10.2014 - 10.2018
Skills
Certification
IT Service Management Foundation Problem Management, Information Technology, LinkedIn Learning, Saudi Arabia, 01/01/23, Professional development completed in Technical Support.
Interests
Adopting New Technologies
Service Innovation
Training and Enablement
Timeline
Technical Support and Customer Qualification Specialist
RETM POS
11.2021 - Current
Product Owner
Enabling Solutions
08.2021 - 08.2021
Administrative Employee
Grass Al-Khairat Company
06.2021 - 08.2021
Services System Administrator
Abumuzdalifah Commercial
01.2019 - 12.2020
Bachelor of Science - Information Technology
University of Science And Technology
10.2014 - 10.2018
IT Service Management Foundation Problem Management - Information Technology
LinkedIn Learning
Interdiction To Scrum Master - Information Technology Project Management
Learn Quest
Agile - Agile
Jira ATLASSIAN University
Pc Maintenance And Performances - Computer Maintenance And Operations
LinkedIn Learning
Thinking Creatively: Art Education - Developing Creative Thinking And Artistic Expressi
LinkedIn Learning
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