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Work Background
Product Support Engineer
UKGProduct Support Engineer
Aug. 2023 - Jan. 2025● Provided technical assistance and post-implementation support for UKG Pro Workforce Management, a SaaS product, ensuring seamless user experience and compliance with SOC 1 and 2 standards. ● Recorded support activities and cases in CRM (Salesforce), Exceeding 3600 accepted cases, maintaining a 100% CSAT, and resolving cases within 2.5 days for the fiscal year. ● Managed incidents such as system outages, and zero-day bugs, while providing timely assistance to shareholders and C-level executives, increasing stakeholder satisfaction by 20%. ● Collaborated with internal business teams and external partners to develop and execute system enhancements that increased operational efficiency and supported process development initiatives. ● Proficient in Dell Boomi, Jira, Node.js, Google Cloud Platform (GCP), Splunk, Salesforce Service Cloud, API Management and RingCentral. ● Utilized Splunk to review error and network logs, resolving complex issues including SSO and SAML troubleshooting for federated authorization. ● Configured and troubleshooted time clock hardware remotely using VNC and UDM, and processed RMAs, enhancing operational efficiency and customer satisfaction. ● Configured business structures, pay rules, and accrual policies to meet client requirements, ensuring compliance with company policies and workforce strategies. ● Provided advanced support for UKG Pro WFM, leveraging Dell Boomi to manage and troubleshoot system integrations, addressing connection errors and optimizing workflows for seamless data transfer. ● Utilized SQL queries to unlock employee accounts, troubleshoot data inconsistencies, and address access issues, reducing downtime for end-users and allowing for testing to achieve customer Go- live. ● Technical Skills: o WFM Tools: UKG Pro, Advanced Scheduler, Workforce Integration Manager o Integration & Error Management: Dell Boomi, SFTP, REST APIs, JSON o SQL Expertise: Troubleshooting, Employee Account Unlocks, Data Validation o Configuration: Accruals, Pay Rules, Business Structures, Roles, Access Profiles o Reporting & Analytics: Geolocation, Known IPs, Workforce Metrics o System Administration: Active Directory, MFA, Group Policy o Tools & Platforms: Salesforce, Splunk, ServiceNow, VNC, UDM o Compliance: SOC 1 & 2 Standards
Genius
AppleGenius
Feb. 2022 - Nov. 2023● Achieved #1 in customer experience and maintaining a 100% NPS score. ● Conducted repairs on all Apple products while fostering a positive learning environment for current and oncoming team members while catering to their preferred learning style. ● Supported team development through mentoring, knowledge sharing and feedback. ● Collaborated with cross-functional leaders to analyze trends and enhance customer and team experiences. ● Spearheaded strategy revamp, optimizing customer experiences from start to finish. ● Worked directly with senior management on retraining and evaluation to meet weekly KPIs. ● Analyzed processes and implemented new systems to increase operational efficiencies.
Research Assistant
Behavioral Health Group - BHGResearch Assistant
Jan. 2017 - Dec. 2019- Acquire a list of medical journals to submit publications, using Excel to keep data organized and Word for categorizing articles. - Proof read and adjusting literature to accomplish all requirements.
Technical Expert
AppleTechnical Expert
Mar. 2016 - Feb. 2022● Provided technical support to an average of 120 customers weekly while mentoring team members. ● Analyzed & provided feedback to Apple on unique customer problems and reported issues. ● Troubleshot, diagnosed and repaired iOS devices, Apple TV, Apple Watch, Beats, & other products. ● Delivered live coaching and real-time feedback to mentees to enhance operational efficiency and customer satisfaction. ● Conducted onboarding training sessions to educate new technicians on best practices and product knowledge.
Student Volunteer
Volunteer UCFStudent Volunteer
Aug. 2015 - Dec. 2017
Specialist
AppleSpecialist
Aug. 2015 - Mar. 2016● Addressed product and technical inquiries, offering personalized solutions to meet customer needs. ● Maintained high visual standards and merchandising to ensure a positive customer experience. ● Quickly became a knowledge expert in Apple’s product lines.
Program Coordinator
New Hope for KidsProgram Coordinator
Aug. 2013 - Dec. 2013
Physician Assistant
WINTER PARK FAMILY PHYSICIANS LLCPhysician Assistant
May. 2013 - Aug. 2015- Manage calendars for two physicians by scheduling appointments and coordinate patient's needs for the practice, hospital and hospice. - Answer incoming calls, taking messages and routing calls appropriately. Communicate effectively in person and written to meet patient needs. - Assess patients’ vitals, observing physicians while assisting patient assessments. - Provide administrative support and focusing on staff morale - Event planning and team building activites - Completing billing for insurance, taking notes and sending prescriptions electronically, and completing hospice related documents.

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