Portfolio, Analytics & AI Team Manager

•Lead the Analytics, Portfolio, and Artificial Intelligence team, driving customer success and service excellence across diverse technical service lines. •Provide strategic direction and hands-on leadership, ensuring seamless ERP/CRM system support, integrations, and enterprise solutions for customers. •Develop and mentor a high-performing technical team through targeted training, coaching, and skill development in business process automation, AI-driven analytics, and software optimization. •Act as the primary escalation point, swiftly managing critical issues, including complex system failures and customer delivery challenges. •Monitor KPIs and operational performance, conducting continuous reviews and implementing data-driven improvement plans to enhance efficiency and service quality. •Collaborate with cross-functional stakeholders to align technical solutions with business objectives, actively contributing to business reviews, reporting, and process enhancement initiatives. •Own and manage escalated cases, ensuring timely resolution and reinforcing a customer centric approach to issue management.

Technical Engineer

Troubleshooting and Issue Resolution: Responding to customer inquiries, troubleshooting technical issues, and providing solutions or workarounds. This involves analyzing problems, diagnosing software or hardware faults, and guiding users through step-by-step instructions to resolve issues. •Customer Support: Assisting customers via various communication channels such as phone, email, chat, or ticketing systems. Responding to queries promptly, providing courteous and effective communication, and maintaining a high level of customer satisfaction. •Product Installation and Configuration: Guiding customers through the installation, setup, and configuration of software applications, systems, or devices. Providing clear instructions and troubleshooting assistance to ensure successful implementation.

Software Development Projects Manager & Scrum Master

•Led end-to-end software development projects, ensuring timely delivery, budget adherence, and alignment with business goals. •Facilitated Agile ceremonies (sprint planning, daily stand-ups, sprint reviews, and retrospectives), enhancing team collaboration and productivity. •Managed product backlogs, prioritized requirements, and worked closely with stakeholders to define clear project objectives. •Coached cross-functional teams on Agile best practices, increasing efficiency and reducing sprint cycle times. •Identified and mitigated project risks, removing impediments to ensure smooth execution. •Utilized Jira, Confluence, and Azure DevOps to track progress, manage workflows, and generate performance reports. •Advocated for CI/CD, DevOps practices, and process improvements, enhancing software quality and delivery speed. •Provided leadership, mentorship, and performance feedback to engineering teams, fostering a culture of continuous improvement.

Sales & Marketing Officer

•Lead Generation and Prospecting: Generating leads through various channels such as online research, networking, cold calling, attending events, or utilizing marketing campaigns. Qualifying and following up on leads to convert them into potential customers.

Software Developer

•Developed and customized E-commerce platforms using CS-Cart and Odoo, integrating ERP and CRM functionalities to streamline business operations. •Designed and implemented Odoo ERP modules, enhancing business process automation, inventory management, and customer relationship tracking. •Led project roadmap planning, ensuring alignment between technical development and business objectives while optimizing delivery timelines. •Collaborated with clients and project managers to gather requirements, translating them into scalable and efficient software solutions. •Built and optimized backend systems using Java, PHP, and JavaScript, ensuring high performance, security, and seamless data processing. •Integrated third-party APIs and ERP/CRM systems, facilitating real-time data synchronization between e-commerce platforms and enterprise solutions. •Identified and resolved performance bottlenecks, improving software responsiveness and overall system stability.

Fellow

Engaging in intensive training sessions, workshops, and lectures to acquire new coding skills, programming languages, frameworks, and development methodologies.

Bachelor, Honors in Computer Sciences