Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
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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 - 2017.01

High School Certificate -

36th High School
Saudi Arabia
04.2001 - 2013.01

Skills

Application support

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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 - 2017.01

High School Certificate -

36th High School
04.2001 - 2013.01
Ola RasheedProduct Technical Support Analyst