Abdullah Luay Email & Phone Number

Portland, OR, US

Palo Alto, California, United States

• Designed and developed health and wellness solutions, improving application functionality and user experience by integrating feedback to improve system responsiveness by 30%.
• Managed data integration projects by leveraging external APIs and implementing Single Sign-On (SSO), achieving 99% data accuracy and quality control, which reduced data-related errors by 40%.
• Conducted ETL processes with SQL and Python to manipulate and analyze large datasets, resulting in high-quality client-level system testing and accurate deliverables, reducing testing time by 25%.
• Implemented product enhancements based on user feedback, increasing feature adoption by 20% and ensuring 100% compliance with PHI protocols, increasing client trust and satisfaction.

Beaverton, Oregon, United States

• Led a team to resolve complex hardware and software issues, achieving a 99.6% resolution rate and improving user satisfaction by 30% by implementing new troubleshooting protocols and training.
• Developed and maintained a Slack queuing bot to streamline support requests, reducing wait times and improving user experience by more than 20% through automated ticket prioritization.
• Improved cross-departmentally IT support processes, leading to a more customer-focused service environment and a 15% reduction in service time through process optimization and better communication.
• Monitored network, software, and hardware health using Splunk and NexThink ensuring system reliability, maintain comprehensive oversight of network infrastructure and performance, and improving operational efficiency.

Beaverton, Oregon

• Achieved a 98% first-contact resolution rate by delivering exceptional technical assistance to clients, streamlining troubleshooting processes, and maintaining high performance in a fast-paced environment.
• Monitored, configured, and maintained over 600+ computers and servers, ensuring optimal performance and minimal downtime by implementing proactive maintenance schedules and real-time monitoring tools.
• Maintained over 4000 internal knowledge base articles to address common technical issues, reducing the average number of support tickets by 15% by providing readily accessible solutions and enhancing self-service.

Deliver exceptional service to Apple customers. Engaging customers using selling skills to complete the sale and ensure all customers' needs are met. Driving profitable growth and accomplish individual goals.

Specialize in activation of cellular connected devices using Best Buy's proprietary software (B.E.A.S.T) and over-the-phone activation during down times. Handling complex customer service issues including returns and reversing cellular contracts, as well as software issues that arise during activation of cellular devices.