Adam Ghani
Irvine,CA
Summary
Results-driven individual with a proven track record in delivering quality work, improving client satisfaction rates, and streamlining support processes. Excellent communication and teamwork abilities. Passionate about continuous learning and professional development. Proactive and versatile professional dedicated to quickly adapting to new challenges. Strong problem-solving abilities and a commitment to achieving company goals. Focused on supporting team success and achieving positive results.
Overview
19
19
years of professional experience
Work History
Software Analyst
NORTRIDGE SOFTWARE
Foothill Ranch, CA
01.2023 - Current
- Resolved client concerns about loan servicing systems through investigation and solution implementation
- Integrated SaaS systems with NLS efficiently
- Identified and recorded client issues needing long-term solutions
- Tailored system functionalities to client specifications
- Delivered client technical support and training across various protocols
- Delivered IT support to users for various software and hardware issues
- Established user accounts in line with security policies
- Identified root causes to eliminate recurring problems
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Account Manager
CLOUDVIRGA, INC.
Irvine, CA
02.2019 - 01.2023
- Conducted rigorous testing alongside configuration changes
- Enhanced clientele via efficient onboarding processes.
- Ensured consistent customer satisfaction by addressing inquiries swiftly
- Delivered customer requirements to production team, collaborated with sales team and followed up on status to verify project schedule remained on track to fulfill contract.
- Facilitated problem-solving sessions to address client concerns and ensure project continuity.
- Coordinated communication between clients and internal teams to align project objectives.
- Resolved customer complaints or answered customers' questions.
- Provided technical assistance to internal teams during the development of system configurations.
- Served as liaison between customer support team and technical team members in order to resolve any issues or questions that arose during implementation.
Technical Operations Manager
DIGITAL RIVER
Aliso Viejo, CA
03.2006 - 02.2019
- Drove exceptional customer experiences, boosting Microsoft's digital commerce
- Conducted in-depth analysis of payment transactions via Centralized Payment Gateway system
- Applied technical skills resolving internal, external issues
- Conducted monthly SLA briefings, presenting real-time status updates and action plans
- Orchestrated team efforts ensuring successful transition of new items to production stages
- Conducted performance assessments for IT systems and networks
- Generated comprehensive reports on system performance metrics
- Handled customer grievances efficiently within deadlines
- Ensured prevention of recurring issues through strategic interventions
- Kept consistent deliverable projections
- Collaborated with clients to define project needs
- Upheld quality standards in all production processes
Education
Electrical Engineering -
DeVry Engineering
Long Beach, CA06-2005
Computer Networking - Information Technology
Computer Education Institute
Lake Forest, CA08-2001
General Education Coursework -
Irvine Valley College
Irvine, CA06-1998
Skills
- Account Management
- Technical Issue Resolution
- Software Debugging
- Logistics Coordination
- Project Operations Coordinator
- Configuration Management
- Technical Assessment
- SAP Proficiency
- Zendesk Support Experience
- JIRA Task Tracking
- TFS Management Skills
- Data Analysis
- Problem Source Evaluation
- Requirements Gathering
- Leadership skills
- SQL database expertise
- Vendor Management
- Analytical Skills
Accomplishments
- Received an award for Employee of the quarter for two consecutive years in 2015 and 2016
- Received an award for Team of the quarter 2018
Hobbies
- Soccer
- Snowboarding
Timeline
Software Analyst
NORTRIDGE SOFTWARE
01.2023 - Current
Account Manager
CLOUDVIRGA, INC.
02.2019 - 01.2023
Technical Operations Manager
DIGITAL RIVER
03.2006 - 02.2019
Electrical Engineering -
DeVry Engineering
Computer Networking - Information Technology
Computer Education Institute
General Education Coursework -
Irvine Valley College