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
Operations management
Strategic planning
Project management
System Analysis Advanced
Logical and creative thinking Intermediate
Problem identification
Monitoring and reporting
Software testing
Interactive System Design
HCI
WAN network
Teamwork and collaboration
Multitasking Abilities
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