Mohamed Ziedan
Shakopee,MN
Summary
Methodical product owner with a meticulous and disciplined approach to gathering and understanding requirements, breaking down specifications and working alongside different departments to develop high-quality products. Tactical planner and complex problem-solver with experience in products. Prepared to bring several years' experience in the field to a challenging new role.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Product Owner
Nelnet
(WFH) Shakopee, MN
07.2020 - Current
- Define and communicate product vision and strategy, aligning with business goals and customer needs.
- Collaborate with Product Managers to ensure backlog items are roadmap-driven and align with strategic goals.
- Work with Functional and Design Architects, as well as UX design team, to align product features with architectural guidelines and user experience principles for cohesive development.
- Engage with business stakeholders to gather requirements, manage expectations, and make critical scope and delivery decisions to maximize product value.
- Maintain a prioritized product backlog with clear, actionable user stories to guide development efforts.
- Lead Agile ceremonies (sprint planning, daily stand-ups, reviews, retrospectives) to ensure successful product increments delivery.
- Collaborate closely with development teams to ensure user stories are feasible and aligned with technical considerations.
- Implement CI/CD pipelines to ensure continuous, high-quality product delivery, collaborating with development and operations teams.
- Conduct market research, analyze user feedback, and prioritize features, enhancements, and bug fixes for new product opportunities.
- Monitor product performance, track bugs and technical debt, and ensure timely issue resolution before full deployment.
IT Infrastructure Incident Manager
Nelnet
Eagan, MN
09.2019 - 07.2020
- Managed IT incident management and resolution process, prioritized and escalated IT incidents, coordinated with incident response team to keep stakeholders updated during major incidents.
- Enhanced quality of service by analyzing Nelnet performance of incident management activities, documenting resolutions, and identifying problems to devise effective solutions.
- Established and enforced 24x7 service level agreements for major incident response with business end users to set expectations and timeframes for incident resolution.
- Led collaborative sessions aimed at unraveling the fundamental factors contributing to IT incidents while suggesting effective steps for strengthening the existing IT Infrastructure.
Business Process Analyst
GREAT LAKES/ Nelnet
Eagan, MN
06.2017 - 09.2019
- Presented complaint analysis reports to Customer Interaction Executive Teams, equipping members with tools for holistic, collaborative, customer-focused, process-based business management to drive continuous and material improvement in operational and financial results aligned with compliance guidelines and regulations.
- Analyzed borrower complaint data from Great Lakes and Firstmark, implementing strategic solutions to enhance systems, customer-facing websites, update documentation, create user stories and refine business processes.
- Led diverse projects encompassing customer interviews for problem identification & solution finding along with documentation of project scope definition. Efforts also included outlining requirements, identifying deliverables as well as devising implementation plans incorporating risk assessment & cost/benefit evaluation.
Performance Analyst
GREAT LAKES HIGHER EDUCATION CORPORATION AND AFFILIATES
Eagan, MN
04.2016 - 06.2017
- Implemented benchmark-focused processes to position teams for achieving both short and long-term business objectives, surpassing established Key Performance Indicators.
- Identified best practices for exceeding performance expectations, or determining root cause when performances fall short.
- Optimized staff productivity through the examination of voice, speech, and metadata records through voice speech analytics methods to identify performance gaps and take appropriate corrective measures.
Supervisor, Borrower Services
GREAT LAKES HIGHER EDUCATION CORPORATION AND AFFILIATES
Eagan, MN
02.2014 - 04.2016
- Led a team of 15-18 agents in a contact center, overseeing borrower services such as inbound/outbound phone communication and e-Services.
- Provided personnel management training, including conducting performance appraisals and recommending salary actions.
- Enforced federal regulations, guarantor requirements, and private rules in order to ensure compliance with due diligence requirements.
North America Consultant (Telecommute)
CEDAR INTERNATIONAL, FZC
Shakopee, MN
01.2012 - 02.2014
- Interfaced with an extensive clientele base, both domestic and international, delivering customer service solutions including procurement of products through quotation and conducting business management consulting.
- Achieved record-breaking revenue growth by leveraging research skills to establish connections between potential real estate property investors and property developers in Dubai, UAE.
Team Manager/ Sales Coach
CPP NORTH AMERICA, LLC
St. Louis Park, MN
07.2004 - 03.2013
- Oversaw both supervisory and agent teams in sales and customer service while ensuring smooth daily operational activities.
- Managed recruitment process at all levels, conducting interviews and overseeing staff training/ workload.
- Launched innovative world-class Consumer Services Training Campaigns, resulting in a 60% decrease in escalations and complaints.
- Achieved notable accolades during employment at CPP North America Cape Town, South Africa including being honored as the Dream Trip Award Winner (2011) and receiving the Award of Excellence (2007).
Education
Masters of Business Administration - Concentration in Project Management
Metropolitan State University
St. Paul, MN01.2016
Bachelor of Science in Business Administration - Concentration in HR Management
Metropolitan State University
St. Paul, MN01.2013
Skills
- Agile & Scrum Methodology
- Stakeholder Management
- Internal & External Communications
- Product Lifecycle Management
- User Acceptance Testing
- Root Cause Analysis
- Problem Identification
- Prioritization and Execution
- Research and trend analysis
- Scrum Master
- User and UX Research
- Roadmap Development
- Consultancy & Presentations
- Data-driven Decision-making
- Strategic Planning
- Leadership & Staff Development
- Process Improvements
- Project Management
- Budgeting & Cost Reduction
- Business Intelligence Tools
Certification
- Certified Scrum Product Owner®
- Certified ScrumMaster®
Timeline
Senior Product Owner
Nelnet
07.2020 - Current
IT Infrastructure Incident Manager
Nelnet
09.2019 - 07.2020
Business Process Analyst
GREAT LAKES/ Nelnet
06.2017 - 09.2019
Performance Analyst
GREAT LAKES HIGHER EDUCATION CORPORATION AND AFFILIATES
04.2016 - 06.2017
Supervisor, Borrower Services
GREAT LAKES HIGHER EDUCATION CORPORATION AND AFFILIATES
02.2014 - 04.2016
North America Consultant (Telecommute)
CEDAR INTERNATIONAL, FZC
01.2012 - 02.2014
Team Manager/ Sales Coach
CPP NORTH AMERICA, LLC
07.2004 - 03.2013
Masters of Business Administration - Concentration in Project Management
Metropolitan State University
Bachelor of Science in Business Administration - Concentration in HR Management
Metropolitan State University
- Certified Scrum Product Owner®
- Certified ScrumMaster®
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