Muhammad Ramadan
Magento Technical Support Team Lead & Junior Data Analyst
Al Haram
Summary
Results-driven Data Analyst & Magento Technical Support Manager with a proven track record in Technical Support, data analytics, and process optimization. Highly skilled in automating workflows to increase efficiency and reduce manual effort, extracting actionable insights to enhance business decision-making, leading technological projects that optimize system efficiency, implementing AI-powered solutions to improve operational performance, and resolving complex data challenges with innovative approaches. Adept at integrating AI tools into business operations, ensuring smooth platform functionality, and optimizing e-commerce ecosystems for improved customer experience.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Lead Technical Support Engineer
Raneen Company Technical Department
02.2024 - Current
- Troubleshot and resolved complex Magento-related issues, including system performance, security, and integration challenges.
- Acted as a senior escalation point for critical technical incidents, ensuring minimal downtime and high customer satisfaction.
- Led and mentored a team of technical support engineers, delivering ongoing training and guidance to build team capabilities.
- Delivered expert-level support for Adobe Commerce (Magento Commerce) , working closely with enterprise customers, merchants, and developers.
- Optimized database performance, caching, and indexing , contributing to system stability and speed.
- Designed and implemented change management processes to minimize disruption during updates, patches, and deployments.
- Led incident response for critical system outages, coordinating rapid triage and resolution with cross-functional teams.
- Authored and maintained detailed documentation on troubleshooting procedures and best practices for internal and external use.
- Provided proactive feedback to the Magento development team, helping to improve platform reliability and user experience.
- Collaborated closely with the product team to gather and manage multi-departmental requirements, aligning solutions with business goals.
- Suggested improvements to technical support workflows, enhancing team efficiency and response times.
- Leveraged the Helpdesk module in Odoo to manage and assign interdepartmental system-related tickets, streamlining issue tracking and resolution.
- Utilized Jira to decompose project requirements, assign tasks, and track analytics project progress.
- Managed approximately 30 incoming Tickets, emails per day from Other Departments.
- Streamlined support processes for increased efficiency and faster response times.
- Maintained up-to-date knowledge on industry trends, enabling informed decision-making and proactive problem-solving approaches.
- Implemented effective training programs for new hires, leading to reduced ramp-up time and increased productivity.
- Reduced downtime by proactively identifying potential system issues and implementing preventive measures.
- Managed escalation procedures, ensuring timely resolution of critical incidents and minimizing business impact.
- Collaborated with product development teams to identify software bugs and suggest improvements based on customer feedback.
- Optimized ticketing system workflows for better tracking and prioritization of support requests.
Junior Data Analyst
Raneen Company Data Team
01.2024 - Current
- Analyzed large datasets, including sales, product, and customer data , to deliver actionable business insights.
- Created interactive dashboards and reports using tools such as Excel, Power BI, and Magento BI , improving data accessibility for stakeholders.
- Ensured accuracy and integrity of data collected from Magento and integrated third-party systems.
- Identified and corrected inconsistencies, maintained data hygiene, and validated key data sources.
- Provided data-driven support to the marketing and sales teams , helping optimize promotional campaigns and sales strategies.
- Tracked performance of discount codes, seasonal offers , and other sales initiatives to inform future planning.
- Worked with MySQL databases to extract, clean, and transform data for analysis.
- Wrote and optimized SQL queries to retrieve and manipulate data from Magento for reporting and analysis.
- Communicated insights clearly to both technical and non-technical stakeholders, driving informed decision-making.
- Proactively learned and applied new data analysis techniques and tools to improve analytical capabilities and reporting accuracy.
- I created over 150 reports from the Magento database, presenting them through tools like MBI and Power BI, or providing raw data directly to stakeholders as needed
Magento Technical Support Specialist
Raneen Company Technical Department
06.2023 - 02.2024
- Resolved Magento-related technical issues to ensure platform stability.
- Delivered customer support and assisted in administration and maintenance.
- Collaborated with the product team to clarify reported issues and improvement suggestions
- Resolved Almost 15 technical support inquiries per day.
Senior Data Entry Specialist
Raneen Company
03.2022 - 05.2023
- Improved data accuracy by identifying and correcting data inconsistencies.
- Created reusable templates to optimize entry workflows.
- Trained and mentored junior data entry staff.
Data Entry Specialist
Raneen Company
04.2021 - 03.2022
- Compiled and validated large datasets for business use.
- Enhanced quality control by implementing validation measures
Education
Bachelor of Laws - Law
Cairo University
Cairo, Egypt 09.2015 - 06.2019
Skills
Verbal and written communication
Presentation and public speaking
Verb ACTIVE listening
Teamwork and collaboration
Time management
Prioritization
Planning and coordination
Managing and mentoring teams
Ability to handle change
Understanding customer needs
Motivating and inspiring others
Training and mentoring
Projects
https://github.com/Muhammad91996/Analyzing-Customer-Churn
https://github.com/Muhammad91996/Registration
https://github.com/Muhammad91996/Super-Market-Sales
https://github.com/Muhammad91996/-analyzing-sales-data-for-bike
Certifications & Courses
Data Analysis & BI
- Power BI for Beginners – DataCamp
- Power BI Full Course – Alex The Analyst
- Python for Data Science – DataCamp
- Magento BI & Admin Panel Essentials – Internal / Self-paced
- MySQL for Data Analysis – Alex The Analyst
Software & Web Development
- The Complete 2024 Software Testing Bootcamp – Udemy
- PHP Programming – EraaSoft
- HTML & MySQL Web Development – Elzero Web School
Product & Business
- Become a Product Manager: Learn the Skills & Get the Job – Udemy
Accomplishments
- Led successful data migration projects , reducing system errors and enhancing overall efficiency.
- Streamlined operational workflows , cutting data processing time.
- Implemented technical solutions that resolved customer issues within SLA timelines, improving satisfaction and support quality.
- Created automated reports and dashboards, enabling faster and more informed decision-making.
- Designed custom reports using Magento databases, improving cross-departmental visibility and collaboration.
- Built interactive dashboards to monitor sales trends and optimize workflow processes.
- Generated performance reports to analyze product movement and seller activity , supporting business strategy.
Timeline
Lead Technical Support Engineer
Raneen Company Technical Department
02.2024 - Current
Junior Data Analyst
Raneen Company Data Team
01.2024 - Current
Magento Technical Support Specialist
Raneen Company Technical Department
06.2023 - 02.2024
Senior Data Entry Specialist
Raneen Company
03.2022 - 05.2023
Data Entry Specialist
Raneen Company
04.2021 - 03.2022
Bachelor of Laws - Law
Cairo University
09.2015 - 06.2019