Nabeel Hendow
About Nabeel Hendow
Amplify is a pioneer in K–12 education since 2000. We are leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states. My new Technical Director position is focused on advising and supporting complex and advanced technical issues. I will play a crucial role in ensuring the successful execution of technical projects and implementing strategies to meet departmental, Customer Experience and overall Amplify goals. My role requires a strong technical background, leadership skills, and the ability to collaborate with cross-functional teams in a fast-paced, dynamic environment. My first project is focused around improving customer experience by consolidating Amplify's Customer Support tools via implementing SalesForce Omnichannel and implementing Artificial Intelligence into the customer support process. Previous Professional experience: - Roles include Software Engineer, Dev. Management, Sustaining Engineering Manager, Scrum Master, Production Support Management. - Created, implemented, improved and enhanced support processes. - Release Triage Management. Created and managed production hotfix process. - Managed resources local/remote & onshore/offshore. - Worked closely with customers, vendors and third party vendors. - Liaison between the support organizations, development teams, Project & Product stakeholders. - Human resource skills including interviewing, hiring process, performance reviews, evaluations & pip improvement plans. - Developed software in Java for call centers to control call recording based on customer business rules. - Use cases, requirements specifications, training presentations. - Technical and database design documents. - Resolved customer issues by debugging production logs & data. - HTTP and network sniffing, telephony, dialers, and call recordings tools. - Application APIs, REST services and socket services. - SalesForce case records & generated reports and dashboards. - Jira administration to implement multiple Kanban boards for support processes. - Snowflake Looker, SalesForce, TalkDesk, Intercom & Jira reporting tools.