Customer Support Software Development

AMER W. AWAD

***** ****** ****** **

Riverview, FL 33579

Phone: 404-***-****

Email: *********@*****.***

Highly motivated and versatile professional with extensive experience in tax analysis, software development, and leadership within the tax services industry. Skilled in utilizing AI tools for strategic tax law analysis and implementing solutions that optimize compliance and efficiency. Proven track record in growing business operations, managing teams, and fostering a customer-centric environment. I am currently pursuing a Master's in AI and Business Analytics to further enhance my ability to drive meaningful product growth.

EXPERIENCE

TAX ANALYST, APRIL TAX SOLUTIONS

• Conduct in-depth tax research and analysis to ensure compliance with federal, state, and local regulations.

• Utilize AI tools to analyze tax laws, leading to enhanced accuracy and efficiency in tax planning and compliance processes.

• Monitor and assess changes in tax legislation, collaborating with cross-functional teams to support audits and optimize strategies.

• Develop reports and presentations highlighting tax liabilities, potential risks, and recommendations for stakeholders.

• Utilized Python to ensure the accuracy and functionality of tax software updates. JULY 2019 – AUGUST 2022

APPLICATION DEVELOPER & FORMS MANAGER, JACKSON HEWITT TECHNOLOGIES

• Updated tax software for multiple states, including California, Hawaii, Idaho, Nebraska, North Dakota, New Hampshire, Rhode Island, Utah, and West Virginia.

• Managed the acquisition and organization of all tax forms, instructions, and documents from the IRS and state/local jurisdictions.

• Utilized C# and Visual Basic to ensure the accuracy and functionality of tax software updates.

JUNE 2014 – APRIL 2019

OWNER/OPERATOR, LIBERTY TAX SERVICE

• Opened and managed two top-performing offices in the Metro Atlanta area, achieving a minimum of 23% annual growth.

• Developed innovative strategies for staff performance, resulting in two employees successfully becoming franchise owners.

• Focused on customer support management and problem resolution to maintain client satisfaction and drive business growth.

AUGUST 2022 – DECEMBER 2024

2

JUNE 2011 – APRIL 2014

GENERAL MANAGER, LIBERTY TAX SERVICE

• Led operations and customer support across 10 offices, ensuring client retention and improving office performance.

• Promoted from Office Manager after leading the office to rank as the #7 new office in the nation.

• Emphasized customer care to drive exceptional results, increasing client satisfaction and operational efficiency.

EDUCATION

MAY 2025 (EXPECTED)

M.S. AI AND BUSINESS ANALYTICS, UNIVERSITY OF SOUTH FLORIDA 3.50 GPA

MAY 2022

B.G.S. MATHEMATICS, INDIANA UNIVERSITY

3.60 GPA

JULY 2020

A.A. MATHEMATICS, HILLSBOROUGH COMMUNITY COLLEGE

Graduated with Honors (3.632 GPA) Dean’s List

SKILLS

• Proficient in Microsoft Office Suite

• Programming languages: C#, Visual Basic,

Python

• Tax law analysis using AI tools

• Excellent organizational and time

management skills

• Strong leadership and team management

abilities

ACTIVITIES

Founder & Former CEO of The Give-A-Way Project, a non-profit that supported 5,000 families in the Metro Atlanta area with school supplies, Thanksgiving dinners, Christmas presents, and community engagement activities.

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