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تم إلغاء حظر المستخدم بنجاح
أحمد حمد, Business Analyst

أحمد حمد

Business Analyst·Kaizen Plus

الأردن

بكالوريوس, Computer Science

الخبرة العملية

مجموع سنوات الخبرة: 8 سنوات, 9 أشهر

Business Analyst

يوليو 2023 - حتى الآن

Kaizen Plus

عمان، الأردن

يوليو 2023 - حتى الآن

• 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.
مجال الشركة:
تطوير البرمجيات

Business Development Manager

نوفمبر 2022 - يناير 2023

Techlinic

القدس، فلسطين

نوفمبر 2022 - يناير 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.
مجال الشركة:
خدمات تكنولوجيا المعلومات

Implementation Specialist

سبتمبر 2021 - مايو 2022

Explorance Technologies

عمان، الأردن

سبتمبر 2021 - مايو 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.
مجال الشركة:
النفط والغاز

Customer Support Engineer – Team Leader

ديسمبر 2018 - سبتمبر 2021

ASAL Technologies

رام الله و البيرة، فلسطين

ديسمبر 2018 - سبتمبر 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.
مجال الشركة:
تطوير البرمجيات

Customer Support Engineer – Team Leader

ديسمبر 2018 - يناير 2021

Fornova (ASAL Technologies – Outsourcing)

رام الله و البيرة، فلسطين

ديسمبر 2018 - يناير 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.
مجال الشركة:
تطوير البرمجيات

Customer Support Specialist / Technical Customer Success

نوفمبر 2016 - ديسمبر 2018

Sky Software

عمان، الأردن

نوفمبر 2016 - ديسمبر 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%.
مجال الشركة:
تطوير البرمجيات

Project Manager

يناير 2017 - يناير 2018

Sky Software

عمان، الأردن

يناير 2017 - يناير 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.
مجال الشركة:
تطوير البرمجيات

التعليم

University Of Petra

فبراير 2016

فبراير 2016

بكالوريوس، Computer Science

الأردن

المعدل التراكمي (نقاط): 2.5 من 4

المعدل التراكمي (نقاط): 2.5 من 4

University of Petra

فبراير 2016

فبراير 2016

بكالوريوس، Computer Science

الأردن

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

اللغات

العربية

اللغة الأم

الانجليزية

متمرّس