Sohaib Al-Ganim
Duluth,United States
Summary
Experienced Implementation Specialist adept at project management, system implementation, and client support. Demonstrated track record of understanding client needs and delivering effective software solutions. Strong analytical skills, problem-solving abilities, and customer service orientation. Previous roles resulted in improved operational efficiency and enhanced user experiences through successful system implementations. Seeking growth opportunities as a developer.
Overview
9
9
years of professional experience
Work History
Implementation Specialist - Systems Engineer
Pioneer Technology Group - CatalisGov
Remote, United States
06.2022 - Current
- Developed and documented implementation plans for new software systems.
- Provided technical assistance to internal teams during the development of system configurations.
- Tested various scenarios to ensure accuracy of data entry into the system.
- Created comprehensive user documentation outlining processes, procedures, and troubleshooting techniques.
- Conducted training sessions for users on how to use the newly implemented software program.
- Performed quality assurance checks throughout the implementation process to verify accuracy of data entries.
- Maintained detailed records of all changes made during the implementation process.
- Identified potential risks associated with software implementations and developed strategies for mitigating them.
- Researched, evaluated, and recommended best practices for software implementations.
- Designed user interface elements to ensure a consistent look and feel across multiple applications.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring to client needs.
- Led internal training sessions to update teams on new technologies and implementation strategies.
- Provided ongoing support and maintenance for implemented systems.
Youth Coordinator / Youth Advisor
M.E Center
Charlotte, United States
01.2016 - Current
- Lead youth group in various activities to enhance social awareness and community service
- Organize social events
- Mentor youth in goal implementation and achievement
Implementation Specialist / Teir 3 Subject Matter Expert
Locusview Solutions
Remote, United States
09.2021 - 05.2022
- Coordinated with client & project teams in the replacement of hardware, product compatibility testing & deployment schedules
- Extensive experience using Postman & Python to extract user & API data to generate client facing spreadsheets and reports
- Produced spreadsheets to track user count and license usage for finance team & SOW purposes
- Responsible for maintaining and creating client facing documentation for new bugs, fixes and release notes
- Performed compatibility testing, bug reproduction, and performance testing for hardware and new software updates
- Collaborated with helpdesk team as Tier 3 support
- Organized higher escalated cases and present Jira tickets to development
- Led, documented and organized all client technical software solution requirements through initial discovery, intake, and client-facing requirements gathering sessions
- Analyzed and improved client business processes and workflows for new technology implementation
- Designed, created and managed client-specific end-to-end technical solutions to meet client requirements, including configuring Locusview's mobile, web, export, and report applications or services
- Participated in process improvement initiatives
- Experience in testing REST APIs with POSTMAN, JSON
Technical Analyst / Project Manager / Implementation Specialist / Implementation Manager
HotSauce Technologies
Norcross, United States
04.2018 - 09.2021
- Developed project management and technical skills to ensure quality service and experience for new and existing merchants
- Took lead in improving and restructuring the implementation process
- Advised senior managers in critical decisions to elevate the implementation & technical support experience
- Managed implementation department; Mentored trainees and current coordination team; Communicated with higher ups in terms of process stats and provided quarterly projections and calculations
- Accomplished the completion of 26% from 425 projects assigned to the team from March 2019 to September 2021
- Transformed the implementation process to iron out procedures for the transitions of merchants into the HotSauce POS system
- Performed POS terminal support and troubleshooting
- Provided day-to-day technical support to customers for Point-of-Sale software, systems, and hardware
- Installed, configured, and involved in troubleshooting and deployment of POS software for the clients
- Responsible for maintaining software and hardware to the POS are deployed effectively for a smooth transaction
- Analyzed process quality with a custom feedback system to understand merchant satisfaction and grievances postimplementation
- Worked cross-department with the support team to isolate and accommodate rising issues
- Enhanced the merchant training program with extensive documentation and assembling training modules
- Produced a professional and efficient welcome procedure for newly boarded merchants
- Facilitated new implementation procedure using an Agile form of project completion
- Constructed training material designed to guide new incoming employees pick up implementation tasks with ease
- Coordinated with sales agents, representatives and ISOs (Independent Sales Organizations) to ensure project success
- Entrusted to lead sizeable contracts, one being a 34 Station on-site Install & Go-Live for The Dome @ Miami Super Bowl event
- Spearheaded new technology/hardware testing and development
- Executed majority of instate on-site tasks such as, installation, hardware & network troubleshooting and training
- Created and maintained restaurant/business databases via SQL Database Management software
- Developed SQL queries to locate database discrepancies that lead to larger issues
- Database monitoring, integration, replication, analysis and production support
Education
Bachelor of Science - Business Administration, Management Information Systems
University of North Carolina at Charlotte
12.2017
Skills
- Database Querying
- Java Programming
- CSS
- Database Management
- Client-facing Documentation
- Microsoft Office Suite
- Data Import and Data Transformation
- Project Management
- Hardware & Performance Testing
- API User Data
- Python
- Customer Success Management
- Quick Learner
- Network Configuration
- Hardware & Software Installation
- Problem Identification and Problem Solving
- Bug Resolution
- Problem-Solving
- Code debugging
- CSS proficiency
- Agile Scrum
- Critical Thinking
- Product Testing
- Analysis
- Customer Service
- Process Improvement
- Communication
- Jira
- CRM
- Troubleshooting
- Requirements Gathering
- Front End Web Development
- Application debugging
- HTML
- UI updates
- User Acceptance Testing
- GitHub collaboration
References
- Mohammad Noorollahi, Senior Support Manager, HotSauce Technologies
- Mohammad Saaifan, Operations Manager
- Kyle Shimer, Implementation Manager, Locusview Solutions
Languages
- English
- Arabic
Personal Information
Title: Implementation Specialist
References
References available upon request.
Timeline
Implementation Specialist - Systems Engineer
Pioneer Technology Group - CatalisGov
06.2022 - Current
Implementation Specialist / Teir 3 Subject Matter Expert
Locusview Solutions
09.2021 - 05.2022
Technical Analyst / Project Manager / Implementation Specialist / Implementation Manager
HotSauce Technologies
04.2018 - 09.2021
Youth Coordinator / Youth Advisor
M.E Center
01.2016 - Current
Bachelor of Science - Business Administration, Management Information Systems
University of North Carolina at Charlotte
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