Ashraf Bade
Jersey City,NJ
Summary
Highly-motivated Implementation Engineer eager to contribute exceptional problem-solving and analytical abilities to a dynamic team. Skilled in delivering outstanding technical implementation, training, and support within the SaaS industry. Possesses excellent written and verbal communication skills, complemented by a comprehensive technical background.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Implementation Engineer
Own Company
Englewood Cliffs, NJ
10.2023 - Current
- Effectively trained end users through comprehensive sessions on maximizing the use of SaaS products, leading to an outstanding 4.7 average CSAT score.
- Maintained industry certifications to ensure expertise in integrating popular CRMs like Salesforce and ServiceNow with Own's SaaS products.
- Performed meticulous troubleshooting and analysis to pinpoint the root cause of technical errors.
- Created detailed documentation outlining system configurations and processes for customer support teams.
- Achieved consistent success in handling a large volume of customer cases by efficiently resolving issues, coordinating onboarding sessions as well as addressing product functionality queries. Resulting in a 93% average case success rate.
Data Visualization Teaching Assistant
Northeastern University
Boston, MA
08.2022 - 05.2023
- Provided technical assistance during office hours for students seeking help with homework assignments, showcasing knowledge of the curriculum.
- Implemented strategies designed to help struggling learners understand difficult concepts.
- Graded assignments, tests and papers according to professor's instructions.
Business Analyst
Coastal Cloud
Denver, CO
07.2021 - 12.2021
- Participated in SCRUM meetings to gather and present requirements, demonstrating deep comprehension of client's business processes and challenges.
- Conducted rigorous testing of data mappings to ensure seamless integration between Salesforce and WebKul.
- Optimized operational efficiency by successfully executing Salesforce Classic to Lightning migrations.
- Implemented Salesforce Service Cloud knowledge base resulting in lower escalation rates and increased workforce competency.
- Maximized Salesforce Lightning Experience adoption by conducting user acceptance testing and delivering training sessions.
Education
Bachelor of Science - Information Science
Northeastern University
Boston, MA01-2023
Skills
- Problem-solving
- Excellent communication
- Attention to detail
- Customer service
- SaaS integrations
- Training and mentoring
- Java
- Python
- SQL
- Salesforce CRM
- ServiceNow
Certification
- Certified Salesforce Administrator
- Certified Salesforce Service Cloud Consultant
- Certified Salesforce Business Analyst
Accomplishments
- Services Employee of the Quarter (Q2 - 2024)
Timeline
Implementation Engineer
Own Company
10.2023 - Current
Data Visualization Teaching Assistant
Northeastern University
08.2022 - 05.2023
Business Analyst
Coastal Cloud
07.2021 - 12.2021
Bachelor of Science - Information Science
Northeastern University
- Certified Salesforce Administrator
- Certified Salesforce Service Cloud Consultant
- Certified Salesforce Business Analyst
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