Ibrahim Ahmad
Fairfax,VA
Summary
Dedicated and customer-oriented with strong leadership and communication skills. Seeking a dynamic role to drive customer satisfaction and optimize processes for business success.
Overview
8
8
years of professional experience
Work History
JUNIOR CUSTOMER SUCCESS MANAGER
MERIDIAN KNOWLEDGE SOLUTIONS
RESTON, VA
08.2021 - 04.2023
- Obtained Public Trust security clearance, ensuring confidentiality and integrity.
- Maintaining proactive and empathetic communication with clients regarding service tickets by consistently providing timely updates on ticket statuses. This approach alleviates client concerns, fostering confidence in the resolution process.
- Conducting weekly/biweekly meetings with clients not only ensures satisfaction and addresses concerns but also serves as a forum for comprehensive discussions on their evolving needs and challenges.
- Leading clients through implementation of LMS software to educate and identify needs.
- Executing test cases with the Quality Assurance team, while maintaining seamless communication with developers, ensures that stringent quality standards are consistently upheld throughout the development process.
TECHNICAL EXPERT
APPLE
FAIRFAX, VA
02.2019 - 08.2021
- Delivering personalized customer support and expert troubleshooting remotely for mobile devices, including the utilization of screen sharing software, to enhance user satisfaction and optimize device functionality.
- Performing repairs on mobile devices while maintaining efficient turnaround time
- Mentoring and guiding fellow colleagues in comparable positions, aiming to enhance customer satisfaction through shared expertise and collaborative learning.
- Transitioned into the position of Tier 1 Technical Support Advisor for AppleCare.
MEDIA COORDINATOR
CENTRAL BASKETBALL ASSOCIATION
FAIRFAX, VA
01.2015 - 06.2019
- Collaborating with team owners and media staff, fostering open communication to align marketing strategies and ensure that media platforms are utilized effectively and consistently.
- Tested and implemented live streaming capabilities of basketball games on a country-wide scale
- Overseeing the management of diverse social media platforms such as Facebook, Instagram, and Twitter. Creating engaging content, scheduling posts, interacting with followers, analyzing performance metrics, and staying updated on platform trends and algorithms to ensure maximum reach and engagement.
SALES CONSULTANT
DOTSIGHT SOLUTIONS
FAIRFAX, VA
08.2018 - 02.2019
- Providing customers with affordable and efficient solutions for computer sales, repairs, and upgrades by carefully assessing their needs, recommending suitable options within their budget, and ensuring that the chosen solutions enhance the performance and longevity of their devices.
- Assisting customers with discovering specific needs to provide customized products
- Developing a robust sales strategy by gathering and analyzing consumer feedback and survey data.
Education
ASSOCIATE OF APPLIED SCIENCE - CLOUD COMPUTING -
NORTHERN VIRGINIA COMMUNITY COLLEGE
05.2020
ASSOCIATE OF SCIENCE - COMPUTER SCIENCE -
NORTHERN VIRGINIA COMMUNITY COLLEGE
05.2016
BACHELOR OF SCIENCE - MANAGEMENT INFORMATION SYSTEMS -
UNIVERSITY OF MARYLAND GLOBAL CAMPUS
Skills
- Ticketing Systems - ZENDESK, JIRA, SERVICENOW
- Apple - IOS TROUBLESHOOTING, MAC TROUBLESHOOTING
- Microdsoft - AZURE, EXCEL, WORD, POWERPOINT
- Adobe - LIGHTROOM, PHOTOSHOP, PREMIERE PRO, DREAMWEAVER
- Coding Languages - JAVA, HTML/CSS
- Database Maintenance
- Customer Relationship Management Software (Crm)
- Customer Relations
- Problem Resolution
- Product Knowledge
- Controls Compliance
Timeline
JUNIOR CUSTOMER SUCCESS MANAGER
MERIDIAN KNOWLEDGE SOLUTIONS
08.2021 - 04.2023
TECHNICAL EXPERT
APPLE
02.2019 - 08.2021
SALES CONSULTANT
DOTSIGHT SOLUTIONS
08.2018 - 02.2019
MEDIA COORDINATOR
CENTRAL BASKETBALL ASSOCIATION
01.2015 - 06.2019
ASSOCIATE OF APPLIED SCIENCE - CLOUD COMPUTING -
NORTHERN VIRGINIA COMMUNITY COLLEGE
ASSOCIATE OF SCIENCE - COMPUTER SCIENCE -
NORTHERN VIRGINIA COMMUNITY COLLEGE
BACHELOR OF SCIENCE - MANAGEMENT INFORMATION SYSTEMS -
UNIVERSITY OF MARYLAND GLOBAL CAMPUS
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