Ismail Tufa

• Led testing, deployment, and workflow optimization across HR, client management, and financial systems, improving cross-department efficiency.
• Digitized company-wide client records and implemented a fully paperless workflow to improve data accuracy and compliance.
• Managed migration from a legacy EHR to the state EVV-compliant platform with zero operational disruption.
• Built a secure internal platform to centralize referrals, applications, and onboarding, reducing manual tracking by 50%+.
• Upgraded IT infrastructure for improved performance, scalability, and security across all business systems.
• Built and developed a high-performing IT and operations team through structured hiring, training, and coaching.

• Led End-of-Life (EOL) strategy for 200+ legacy products, driving cross-functional alignment with Product, Finance, Legal, and Operations to ensure a smooth customer transition.
• Partnered with Engineering, Marketing, and Leadership to plan and execute flagship smart-modem launches, contributing to $1.2M in new ARR.
• Defined product strategies and roadmaps and delivered regular recommendations to Product Councils to guide portfolio direction.
• Negotiated and secured a new cellular data plan partnership with vendors and leadership, enabling ESIM activation and faster customer deployment.

• Supported major cloud platform transitions through system analysis, testing, and documentation, improving release quality and reducing post-launch issues for teams across 10+ global markets.
• Coordinated product enhancements and launches across business, engineering, sales, marketing, and leadership to ensure aligned execution.
• Led data mapping and process-flow development for the migration from a legacy fulfillment system to a modern API-based architecture, strengthening global e-commerce operations.

• Designed, tested, and deployed production system enhancements in Agile sprints, improving release stability and reducing defect rates by an estimated 15–20% for key Home Lending platforms.
• Refined requirements, strengthened user stories, and executed unit testing that improved app performance and contributed to a better experience for 2M+ Home Lending mobile users.
• Identified security gaps and conducted system/data analysis that supported mitigation efforts, reducing potential vulnerabilities and streamlining core lending workflows across multiple teams.

• Delivered Level 1 technical troubleshooting for the full Apple product ecosystem, resolving high-volume customer issues with first-contact accuracy.
• Guided customers through product selection and configuration, consistently driving strong sales performance and customer satisfaction.
• Diagnosed hardware and software issues in real time, strengthening overall customer experience.

• Built a machine learning model predicting customer purchase behavior using historical sales data, increasing conversion rates by 8% and supporting rollout to 20+ retail locations during the internship.
• Developed a Python-based pick-route optimization tool that improved warehouse picking efficiency by over 25%, reducing travel time and increasing order throughput.