Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Mohamed ElAsad

Toronto,ON

Summary

Dynamic Business Technology Analyst with 5 years of experience enhancing operations for organizations through information systems solutions. Provided application support to multiple software such as Genesys, Nuance voice ID, BMO Mobile banking, and eCorr.

Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator is known for recommending new technologies to enhance existing systems and introduce new systems.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Business Technology Analyst (Genesys SME)

Bank Of Montreal
11.2018 - Current
  • Supported new project initiatives by analyzing preliminary business needs and defining factors such as budget constraints, time management and resource planning.
  • Provided hands-on troubleshooting for issues at multiple scales, from individual systems to multi-site infrastructure.
  • Planned inter-departmental synergies to reduce redundant technological needs, eliminating conflicts and dependencies.
  • Responded to issues with system architecture and software performance, recommending necessary actions required to produce downtime.
  • Designed and administered user acceptance testing to achieve smooth transitions during installations of new software.
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
  • Conducted and supported implementation delivery with client and internal departments.
  • Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
  • Provided training to end users on new and updated systems and software.
  • Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
  • Used Jira and Servicenow to track, maintain and update trouble tickets.
  • Responded to issues with system architecture and software performance, recommending necessary actions required to produce downtime.

Clients Relations Specialist

Bank Of Montreal
08.2016 - 11.2018
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
  • Logged call information and solutions provided into internal database.

Associate

Bank Of Montreal
04.2015 - 08.2016
  • Greeted customers and offered assistance for increased customer satisfaction.
  • Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
  • Provided product price information to customers.
  • Managed customer relations through communication and helpful interactions.
  • Trained and mentored junior staff on customer service strategies and techniques.
  • Identified customer needs and wants to enhance customer experiences and boost sales.
  • Worked varied hours to meet seasonal and business needs.

Education

High School Diploma -

Fujairah Private Academy
Fujairah, United Arab Emirates

Bachelor of Arts - Human Resources Management

York University
Toronto, Ontario, Canada

Skills

  • UAT Support
  • Process Documentation
  • Performance Optimization
  • Application Development
  • Data Analysis
  • Application Support
  • Technical support
  • Testing Activities
  • Vendor Relationship Management
  • System Architecture Design
  • Information Systems Planning
  • Project Documentation
  • Systems Analysis
  • System Maintenance
  • Client Relationship Management
  • Quality Assurance

Certification

Certified Scrum Product Owner - Scrum Alliance. Scrum Master Certified - Scrumstudy. SAFe Agilist - Scaled Agile.

Languages

English
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)

Timeline

Business Technology Analyst (Genesys SME)

Bank Of Montreal
11.2018 - Current

Clients Relations Specialist

Bank Of Montreal
08.2016 - 11.2018

Associate

Bank Of Montreal
04.2015 - 08.2016

High School Diploma -

Fujairah Private Academy

Bachelor of Arts - Human Resources Management

York University

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Mohamed ElAsad