Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Yassine Ramadan

Encinitas,CA

Summary

Information Technology consultant with over six years of experience in implementing complex software solutions for federal and commercial clients. Offering an array of skills in SaaS implementation, quality assurance, end-user training, stakeholder presentations, and streamlining processes. Proven ability to establish credibility and trust among client and project teams to achieve exceptional results.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Project Delivery Specialist

Deloitte
05.2022 - Current
  • Led the design and architecture of 7 scalable Medallia CX Implementations, collaborating with cross-functional teams to optimize performance by 45% and reduce user-reported issues by 40%.
  • Guided a 8-member team to deliver complex software implementations on time and within budget, achieving a 98% defect-free delivery rate and a 20% reduction in post-implementation support requests.
  • Managed a strong and productive relationship with our SaaS provider by actively participating in weekly meetings, providing comprehensive updates on system performance, and offering valuable recommendations for optimizing our software solutions.
  • Actively contributed to the team's efforts in implementing the first federal government's Employee Experience (EX) program, setting the standard for future government initiatives.
  • Acted as the central point of contact for the Department of Veteran Affairs, achieving exceptional customer satisfaction and proactively addressing evolving client needs.
  • Established and managed a mentorship program for four junior team members, delivering hands-on technical training, cultivating a collaborative culture, and improving their Medallia technical skills significantly.

Project Delivery Senior Analyst

Deloitte
12.2019 - 05.2022
  • Collaborated on the end-to-end implementation of 30+ CX surveys and dashboards for clients including VA (Department of Veteran Affairs) and Port Authority of NY and NJ, contributing to customized designs, data-driven improvements, and achieving up to 4 percent response rates and improved customer satisfaction.
  • Conducted thorough discovery sessions and workshops to align CX initiatives with strategic goals, prioritize KPIs, and provide post-session recommendations.
  • Managed the integration between Medallia and Salesforce within Deloitte, optimizing the system for internal use in demonstrations. This integration enabled a comprehensive 360-degree view of the customer, enhancing our ability to showcase client solutions.
  • Efficiently managed and supervised comprehensive User Acceptance Testing (UAT) processes, ensuring precise evaluation of system functionality within project timelines, resulting in over 96 percent accuracy in deliverables and client satisfaction.

Splunk Implementation Consultant

Windward Consulting Group
05.2017 - 09.2018
  • Designed and managed high-capacity Splunk platforms on Windows and Linux for a leading large insurance provider, handling data volumes over 5 PB with advanced optimization strategies.
  • Contributed to the development of custom tools and scripts, boosting operational efficiency and reducing incident response times by 20% through best practices in monitoring and troubleshooting.
  • Crafted tailored dashboards for a leading healthcare provider, empowering data-driven decisions, and facilitated knowledge transfer sessions, enhancing the healthcare provider's self-sufficiency in Splunk utilization.

CX Implementation Consultant

Windward Consulting Group
05.2017 - 12.2017
  • Played a pivotal role as a team member in executing Medallia implementations for Fortune 500 companies, actively participating in seamless transitions, system integrations, and managing client relationships.
  • Implemented industry best practices to boost CX survey engagement, resulting in a substantial 9% increase in response rates.
  • Actively collaborated with the sales team by providing technical support during client presentations and product demonstrations, leveraging in-depth knowledge of Medallia.
  • Conducted thorough data analysis to efficiently map and integrate over 100 data sources into the platform, to enhance reporting and business insights.

Education

Master of Science - Big Data and Business Analytics

Politecnico Di Milano
Milan, Italy
09.2019

Bachelor of Science - Business Administration (Marketing)

Lebanese American University
Beirut, Lebanon
05.2015

Skills

  • Team Player
  • Interpersonal Leadership
  • Time Management
  • CX
  • JavaScript
  • Python
  • HTML,XML, and CSS
  • SQL
  • Regex
  • Software Analysis
  • Agile Principles
  • Tableau

Certification

Medallia: Certified Professional, Medallia Digital - Specialist

Splunk: Certified Admin, Certified Architect, Accredited Implementations Fundamentals, Sales Engineer (1,2, and 3)

Azure: Azure Fundamentals (10/09/2023)

Timeline

Project Delivery Specialist

Deloitte
05.2022 - Current

Project Delivery Senior Analyst

Deloitte
12.2019 - 05.2022

Splunk Implementation Consultant

Windward Consulting Group
05.2017 - 09.2018

CX Implementation Consultant

Windward Consulting Group
05.2017 - 12.2017

Master of Science - Big Data and Business Analytics

Politecnico Di Milano

Bachelor of Science - Business Administration (Marketing)

Lebanese American University

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Yassine Ramadan