Ahmed Yusuf

– Supported delivery of multiple high-impact technical projects, including SaaS billing, commission portals, CRM integrations, and stock management platforms, working closely with developers, business stakeholders, and external suppliers. – Coordinated delivery of complex SaaS projects with budgets up to £1.7M, supporting planning, tracking, and stakeholder communication. – Tested new software, reporting bugs to development teams, and delivered Client training and onboarding support for new feature releases. – Facilitate workflow improvement, change control, meetings documenting processes using Visio, and congregating meetings with key stakeholders for technical advisory support. – Maintained project documentation, schedules, and status tracking to ensure timely delivery and alignment across stakeholders. – Acted as the primary client contact, aligning onboarding requirements with technical teams to ensure successful implementation and customer satisfaction – Adhering to project governance protocols, to ensure reporting RAID logs are all in place to support the detailed project plan. Also ensuring that all risks and issues have mitigation strategies/actions in place. – Ensuring the development team produces implementations that adhere to Salesforce's best-design principles and analysing project requests from sponsors.

– Oversaw integration of third-party APIs (e.g. Salesforce and Stripe) into the SaaS product, reducing onboarding time for enterprise clients by 40%. – Prioritized, coordinated, and tracked the progress of the Software Development Life Cycle (SDLC) and monitored financial status to ensure deliverables, milestone dates, and budgets were targeted on or before the deadline – Engaging with stakeholders on the practical application of processes and tools with a view to the overall scope of the IT department and taking customer requirements into account. – Experience in effectively managing a diverse staff team including the identification of training, performance management, and staff development. – Performed installations, maintenance, and technical assistance in Microsoft Windows 365, Windows Azure, and Intune deployments. – Monthly client satisfaction survey/sweep, record client responses and create incident requests for reported issues.

– Successfully facilitated sprint planning and retrospectives, ensuring on-time delivery of 15+ high-impact software releases. – Remote support was provided through ServiceNow, and JIRA was tasked with monitoring, organizing, and editing help desk tickets also helped to manage the RSA token database. – Supported IT infrastructure upgrades including server migrations, network upgrades, and cybersecurity enhancements. – Supported client queries, and auditing all computer-related assets on site, bolstering asset tagging efficiency while providing 1st and 2nd line IT Support in troubleshooting hardware, software and network issues. – Provided daily communications, scrum notes, sprint review reports and regular snapshots of project velocity. – Implemented B2B and B2C SaaS project delivery, with a strong focus on client onboarding, technical scoping, implementation for workflow and HR tools. – Supported planning and execution of IT infrastructure projects including network upgrades, server migrations, and cybersecurity enhancements across multiple business units.

– Supported deployment of new IT systems including CRM, ERP, and document management platforms, contributing to a 25% improvement in operational efficiency. – Reduced the number of technical incidents through meticulous cable management, preventive security measures, and scheduled preventive troubleshooting maintenance. – Added and removed users, workstations, and distribution groups within Active Directory to ensure company security and asset handling. – Researched and evaluated technology solutions to present recommendations for improved system operations – Supported the sales department during sales presentations and training sessions at customer sites. – Collaborated with product owners and stakeholders to prioritize backlogs to manage expectations, in leading to improvement in customer satisfaction. – Coached team members on agile principles, resulting in a high-performing and self-organizing team culture.

– Escalated more involved problems to the appropriate tier-level support teams; acted as a liaison between customers and technical escalation teams and conducted follow-up as appropriate. – Provided a comprehensive and professional IT service to managers and employees ensuring all administration and HR queries are delivered promptly in line with our Service Level Agreements (SLAs). – Installed, maintained, and repaired hardware and software on desktop PCs, printers, PC hardware systems, and RFs. – Developed social media account campaigns and strategies to increase online visibility, promote brand awareness, and monitor conversations. – Maintained daily call accounting data backups on remote servers, and also revived servers from crash and/or fail state. – Provided daily communications, scrum notes, sprint review reports, project retrospectives, and regular snapshots of project velocity.