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Ahmad Hamad, Business Analyst

Ahmad Hamad

Business Analyst·Kaizen Plus

Jordan

Bachelor's degree, Computer Science

Work experience

Total years of experience: 8 years, 9 months

Business Analyst

July 2023 - Present

Kaizen Plus

Amman, Jordan

July 2023 - Present

• Optimize business workflows to enhance efficiency and deliver scalable solutions.
• Deliver stakeholder presentations and train new joiners to align teams with project goals.
• Create wireframes and prototypes, facilitating stakeholder demos for clarity on deliverables.
• Manage backlogs, document user stories, and coordinate between QA and Development teams.
Company industry:
Software Development

Business Development Manager

November 2022 - January 2023

Techlinic

Jerusalem, Palestine

November 2022 - January 2023

• Identified new market opportunities, increasing the sales pipeline by 25% through partnerships, accurate
forecasting, and targeted strategies.
• Represented the organization at industry events to boost visibility and delivered tailored training programs to
enhance team readiness.
Company industry:
IT Services

Implementation Specialist

September 2021 - May 2022

Explorance Technologies

Amman, Jordan

September 2021 - May 2022

• Configured software solutions to meet client-specific requirements and ensured smooth integration.
• Directed data migration tasks and UAT sessions, ensuring project milestones were achieved.
• Delivered training programs to end-users, driving successful system adoption.
• Cultivated strong client relationships through proactive communication and reliable support.
Company industry:
Oil & Gas

Customer Support Engineer – Team Leader

December 2018 - September 2021

ASAL Technologies

Ramallah and Al Bireh, Palestine

December 2018 - September 2021

• Managed SaaS support operations, achieving a 95% customer satisfaction rate.
• Automated data collection processes, enhancing accuracy and operational efficiency.
• Allocated tickets strategically to balance workloads, increasing team efficiency by 50% within six months.
• Established KPIs and SLAs for a support team of five, ensuring consistent performance.
• Collaborated with Customer Success teams to enhance satisfaction and prevent churn for major clients.
Company industry:
Software Development

Customer Support Engineer – Team Leader

December 2018 - January 2021

Fornova (ASAL Technologies – Outsourcing)

Ramallah and Al Bireh, Palestine

December 2018 - January 2021

• Managed SaaS support operations, achieving a 95% customer satisfaction rate.
• Automated data collection processes, enhancing accuracy and operational efficiency.
• Allocated tickets strategically to balance workloads, increasing team efficiency by 50% within six months.
• Established KPIs and SLAs for a support team of five, ensuring consistent performance.
• Collaborated with Customer Success teams to enhance satisfaction and prevent churn for major clients.
Company industry:
Software Development

Customer Support Specialist / Technical Customer Success

November 2016 - December 2018

Sky Software

Amman, Jordan

November 2016 - December 2018

• Delivered technical support for high-value clients, ensuring superior service delivery.
• Led on-site projects, including implementation, training sessions, and go-live support, achieving 100%
success rates.
• Conducted engaging training sessions for clients, earning consistent recognition for clarity and
effectiveness.
• Played a pivotal role in fostering client satisfaction, increasing engagement metrics by 15%.
Company industry:
Software Development

Project Manager

January 2017 - January 2018

Sky Software

Amman, Jordan

January 2017 - January 2018

Directed complex projects for clients across Qatar, Bahrain, Jordan,
and the UAE, ensuring timely delivery by leading technical installations and training sessions that contributed to
exceptional project execution and client satisfaction.
Company industry:
Software Development

Education

University Of Petra

February 2016

February 2016

Bachelor's degree, Computer Science

Jordan

GPA (point): 2.5 out of 4

GPA (point): 2.5 out of 4

University of Petra

February 2016

February 2016

Bachelor's degree, Computer Science

Jordan

Skills

Customer Support
Expert
Customer Support
Expert
Management
Expert
Management
Expert
Business Analysis
Intermediate
Business Analysis
Intermediate
Project Management
Intermediate
Project Management
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
BUSINESS ANALYSIS
Intermediate
BUSINESS ANALYSIS
Intermediate
SOFTWARE AS A SERVICE SAAS
Intermediate
SOFTWARE AS A SERVICE SAAS
Intermediate
INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY
Intermediate
BUSINESS TO BUSINESS
Intermediate
BUSINESS TO BUSINESS
Intermediate
PROJECT COLLABORATION
Intermediate
PROJECT COLLABORATION
Intermediate
CONSTRUCTION
Intermediate
CONSTRUCTION
Intermediate
WORKFLOW MANAGEMENT
Intermediate
WORKFLOW MANAGEMENT
Intermediate
PRESENTATIONS
Intermediate
PRESENTATIONS
Intermediate
BLUEPRINTING
Intermediate
BLUEPRINTING
Intermediate
Stakeholder Management
Intermediate
Stakeholder Management
Intermediate
Team Leadership
Intermediate
Team Leadership
Intermediate
Customer Success
Intermediate
Customer Success
Intermediate
Agile Methodologies
Intermediate
Agile Methodologies
Intermediate
Requirements Gathering
Intermediate
Requirements Gathering
Intermediate
SaaS
Expert
SaaS
Expert
System Configuration
Intermediate
System Configuration
Intermediate
UAT (User Acceptance Testing)
Intermediate
UAT (User Acceptance Testing)
Intermediate
JIRA
Intermediate
JIRA
Intermediate
Microsoft Office
Intermediate
Microsoft Office
Intermediate
Zendesk
Intermediate
Zendesk
Intermediate
Figma
Intermediate
Figma
Intermediate
Problem Solving
Intermediate
Problem Solving
Intermediate
Critical Thinking
Expert
Critical Thinking
Expert
Communication
Intermediate
Communication
Intermediate
Time Management
Intermediate
Time Management
Intermediate
Leadership
Intermediate
Leadership
Intermediate
Mentorship
Intermediate
Mentorship
Intermediate
Multitasking
Intermediate
Multitasking
Intermediate
Conflict Resolution
Intermediate
Conflict Resolution
Intermediate

Languages

Arabic

Native Speaker

English

Expert