Mustafa Hasan Rais Ibrahim
Abbotsford,BC
Summary
Personable and proactive individual with passion for enhancing customer satisfaction and building lasting relationships. Understanding of customer service principles and adept at communication and problem-solving. Committed to creating positive experiences and driving customer loyalty.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr. Customer Experience Executive
Slack
03.2021 - Current
- Atlassian Tools: Managed Jira workflows, custom fields, and automation rules to streamline ticket triaging and resolution processes
- Incident Management: Triage and resolve critical P0/P1 tickets in Zendesk, ensuring seamless support across regions
- Process Improvement: Identified and implemented iterative improvements to workflows, reducing resolution times by 20%
- Stakeholder Collaboration: Worked closely with Engineering and Product teams to report bugs and deploy fixes, improving product reliability
- Knowledge Base: Created and updated knowledge base articles for critical issues, enhancing team efficiency and customer satisfaction
Help Desk Tech 2
Slack
11.2019 - 03.2021
- Atlassian Administration: Supported Jira and Confluence environments, including user management, permissions, and workflow customization
- Technical Troubleshooting: Resolved MacOS, SaaS application, and network connectivity issues, ensuring minimal downtime
- Asset Management: Maintained inventory accuracy and coordinated equipment logistics, improving asset tracking efficiency
- Vendor Management: Collaborated with 3rd parties to develop and maintain SLAs, ensuring compliance and service quality
- Training & Documentation: Developed training materials and standard operating procedures for new hires, improving onboarding efficiency
IT Field Technician
Uber
11.2018 - 10.2019
- Technical Support: Provided A/V, mobile device management, and network support for global offices
- Project Management: Contributed to global IT projects, including hardware upgrades and software deployments
- Security Compliance: Ensured compliance with IT security policies and procedures, reducing risk exposure
ITS Senior Analyst
Deloitte
12.2015 - 11.2018
- Process Improvement: Developed and implemented IT policies, SLAs, and workflow optimizations, improving operational efficiency
- Hardware & Software Upgrades: Led the upgrade of 5000+ laptops and 2000+ Windows 10 deployments across global offices
- Reporting & Data Analysis: Conducted root cause analysis and provided data-driven solutions to improve system performance
- Audit & Compliance: Performed routine audits of systems and software, ensuring compliance with security standards
Education
Master of Science - Embedded Systems
SOIS, Manipal University
Manipal, India08-2015
Master of Science - Advanced Computing
Edinburgh Napier University
Edinburgh07-2015
Skills
- Time management
- Teamwork and collaboration
- Critical thinking
- Problem resolution
- Decision-making
- Multitasking
- Flexible and adaptable
- Customer service
Certification
- Prince2
- ITILv3
Accomplishments
- Resolved product issues via consumer testing.
- Collaborated with a 15-member team on Agentforce GA testing.
- Identified, documented, and resolved software bugs, enhancing product reliability.
- Automated Slack workflows, boosting efficiency by 30%.
- Optimized IT service processes, cutting ticket resolution times by 25%.
- Strengthened security with best practices for user management and compliance.
Key Competencies
- Workflow Automation: Designed and implemented automated workflows in Jira, reducing manual effort and improving efficiency by 30%.
- Process Optimization: Streamlined IT service delivery processes, resulting in a 25% reduction in ticket resolution times.
- Security Enhancements: Implemented security best practices for user management and permissions, ensuring compliance with industry standards.
- Atlassian Suite Administration: Jira Cloud, Confluence, Workflow Customization, Automation, Integrations.
- Atlassian Tools: Jira Cloud, Confluence, Automation Rules, Jira Workflow Extensions.
- ITSM Platforms: ServiceNow, Jira Service Desk, Zendesk.
- Cloud Platforms Admin: Google Suite, Microsoft Exchange, Zoom, Slack.
Timeline
Sr. Customer Experience Executive
Slack
03.2021 - Current
Help Desk Tech 2
Slack
11.2019 - 03.2021
IT Field Technician
Uber
11.2018 - 10.2019
ITS Senior Analyst
Deloitte
12.2015 - 11.2018
Master of Science - Embedded Systems
SOIS, Manipal University
Master of Science - Advanced Computing
Edinburgh Napier University
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