Mohamed Ibrahim
Jacksonville,FL
Summary
A strong and energetic desire to learn, with a focus on both improvement to individual success and innovations to currents processes. Detail-oriented and thorough approach to defining requirements, outlining specifications and working with team members to bring to life high-quality products.
Overview
13
13
years of professional experience
Work History
Product Owner
PGA TOUR Inc
Jacksonville, Florida
12.2019 - Current
- Oversaw entire product deployments from vision and creation to rollout and delivery.
- Owned and prioritized product backlog.
- Liaising with the product team and end-users to deliver updates
- Meeting with users and clients to understand and anticipate their needs and translate them into product requirements
- Managed implementation of new features by outlining requirements and specifications such as how, where and when each component would work.
- Provided high-level technical support to current applications.
Digital Operations Specialist
PGA TOUR Inc.
Ponte Vedra, FL
04.2017 - 12.2019
- Managed Digital operations support team.
- Assist project managers during QA and testing of new features and products.
- Creation of and frequently updated knowledge base.
- Assessing and prioritizing incoming requests and incidents.
- Investigate and resolve all technical issues across multiple platforms and operating systems
- Assisted various departments with change by communicating new improvement plans and expectations.
- Tracked and analyzed reports to determine needed improvements.
- Generated reports of findings to help management with making key decisions.
Tier 2 Technical Support Advisor
Apple Inc. (Convergys)
Jacksonville, Florida
03.2013 - 04.2017
- Provide Tier 2 Support to Apple iOS and Mac OS customers.
- Work with Apple's Site Support Engineers to resolve issues that require extensive troubleshooting and support.
- Assist management by leading team meetings, volunteering for projects, and actively assisting other teammates with caseloads to meet company goals.
- Handling high-priority tickets that warrant immediate resolution.
- Consistently held top rankings in all metrics including, customer satisfaction, call duration, resolution, and effectiveness.
Bilingual Customer Service (Italian)
Mastercard Inc (Convergys)
Jacksonville, Florida
01.2013 - 03.2013
- Determine eligibility for emergency benefits (travel arrangements, cash, medical emergencies, and replacement cards)
- Complete necessary steps to initiate investigation of claims
- Facilitate problem resolution oh behalf of cardholders
- Handling payment of benefits with third parties
Help Desk Agent
IBM Corporation (ARKA SERVICES S.R.L)
10.2011 - 10.2012
- Handle support tickets for clients' supported applications, platforms, and networks.
- Prioritizing and tracking incidents and requests and they come in
- Performing initial incident diagnosis
- Escalate to off-site technicians as needed
- Following ticket through resolution and recovery
- Updating knowledge base
- Administer help desk software
Education
Master of Science - Information Technology
Florida State University
Tallahassee, FLCertificate - Certificate in Information Architecture
Florida State University
Tallahassee, FLBachelor of Science - Public Safety Management
Florida State College At Jacksonville
Jacksonville, FLAssociate of Science - Criminal Justice Technology
Florida State College At Jacksonville
Jacksonville, FLCertified Crime Scene Technician
Florida State College At Jacksonville
Jacksonville, FLSkills
- Product life cycle management
- Agile, Scrum methodology
- Skilled in JIRA, Confluence
- Stakeholder relationship management
- Database design and administration
- Writing SQL queries
- Data visualization - Tableau
- Skilled in HTML, CSS, PHP
- Linux, Bash scripting
- Creating user stories
- Web Design, Information architecture
- Mockups and prototypes, Adobe XD
- Adobe CMS AEM
Languages
Arabic
English
Dutch
Italian
Timeline
Product Owner
PGA TOUR Inc
12.2019 - Current
Digital Operations Specialist
PGA TOUR Inc.
04.2017 - 12.2019
Tier 2 Technical Support Advisor
Apple Inc. (Convergys)
03.2013 - 04.2017
Bilingual Customer Service (Italian)
Mastercard Inc (Convergys)
01.2013 - 03.2013
Help Desk Agent
IBM Corporation (ARKA SERVICES S.R.L)
10.2011 - 10.2012
Master of Science - Information Technology
Florida State University
Certificate - Certificate in Information Architecture
Florida State University
Bachelor of Science - Public Safety Management
Florida State College At Jacksonville
Associate of Science - Criminal Justice Technology
Florida State College At Jacksonville
Certified Crime Scene Technician
Florida State College At Jacksonville