Ola Rasheed
Product Technical Support Analyst
Summary
Highly Organized and successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experience in Support and Assist in developing products features to enhance client experience
Overview
5
5
years of professional experience
2
2
Certifications
Work History
Technical Product Support Analyst
Zid
12.2022 - Current
- Streamlined and enhanced customer support processes for increased efficiency and faster response times.
- Created detailed reports and dashboards on support activities, highlighting key metrics and areas for improvement.
- Identified and escalated issues to internal Developers with clear outline of problems and technical details.
- Analyze the current product support flow and provide improvements for enhancements
- Sending periodic reports for partners highlighting key metrics for issue solved and providing suggestions to avoid the issues recurring
- Assisted in analysis product features needed to enhance client support
- Providing Tech support related to API issues and Webhooks failing for Zid partners
- Attending partners tech support meanings and follow up with them for the needed actions taken to reach the needed solution
IT Engineer
Contact Centers Company
11.2019 - 01.2020
- Company Overview: Largest contact company in The Middle East
- Supported for more than 2000 employees it is the largest contact company in The Middle East
- Delivered an exceptional level of service to agents by listening to concerns, answering questions and closing tickets
- Largest contact company in The Middle East
- Provided technical support in both on-site and telephone consultations.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
Education
Bachelor Degree - Management Information System (MIS)
An Najah National University
Palestine 04.2013 - 01.2017
High School Certificate -
36th High School
Saudi Arabia 04.2001 - 01.2013
Skills
Application support
Web technologies
Issue reporting
Ticketing systems
SLA management
Problem-solving abilities
Technical issues analysis
Analytical thinking
Issue and resolution tracking
Competitive analysis
Multitasking
HubSpot CRM
SOAP API integration
Certification
Microsoft Certified: Azure Fundamentals
Personal Information
- Date of Birth: 05/04/95
- Nationality: Jordanian
- Marital Status: single
Timeline
McKinsey Forward Program
07-2024
Technical Product Support Analyst
Zid
12.2022 - Current
Microsoft Certified: Azure Fundamentals
09-2021
IT Engineer
Contact Centers Company
11.2019 - 01.2020
Bachelor Degree - Management Information System (MIS)
An Najah National University
04.2013 - 01.2017
High School Certificate -
36th High School
04.2001 - 01.2013