Basic Info

Haytham Emam

12 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Senior Technical Support Engineer at Oracle Egypt

Experience Details

Senior Technical Support Engineer

Customer Service/Support

Experienced (Non-Manager)

My primary responsibility, as Senior Support Engineer in Oracle e-Business suit, is to provide a superior customer experience for customers using Oracle e-Business suit applications, diagnose, debug and trace the cause of the issue/problem faced by customers, and use the tools and utilities to have quick solution/workaround.

- Responsible for mentoring engineers on Oracle e-Business suit applications globally.
- Point of reference for e-Business suit Financials applications.
- Point of reference for Egypt Support team to discuss issues with the development team.
- Point of reference for integration issues between e-Business suit Financials modules and other modules/products.
- Creating and publishing Knowledge Articles and white papers that seen to customer globally to help them to overcome some issues.
- Review knowledge Article of other authors
- Publish knowledge contents created by financial teams according to KM publishing standards.
- Skilled in relationship development and management ability to deal with complex customer service issues
- On-call role for critical stopping issues, and get involved till issue fixed.
- Point of contact for top account customers, with weekly meetings to discuss and manage all their issues.
- Work effectively with international managers to provide seamless service to customers

Responsibilities

o Respond to and resolve Customer issues within key performance indicator targets.

o Manage Customer expectations throughout the Service Request lifecycle in accordance with global standards.
o Create and maintain knowledge management content.
o Ensure the timely completion of planned proactive tasks and Service Requests.
o Properly document product issues and enhancement requests (bugs) in accordance with guidelines.
o Maintain current skill and schedule data for use in Service Request assignment, etc. o Handle difficult/delicate situations with diplomacy and tact
o Handling all escalations and critical issues.


Company Details

Oracle Egypt (multinational)

Giza - Cairo, Egypt

More than 1000 employees

Information Technology Services

www.oracle.com

Aug 2008 to Nov 2015 (7 years 3 months)
Oracle Financial Consultant at Mahindra Satyam

Experience Details

Oracle Financial Consultant

IT/Software Development

Experienced (Non-Manager)


o Planning and deployment of projects
o Effectively monitored and controlled the project milestones and risks
o Managed the resources in a project and lead the project to successful completion.

o Spearheaded and supported a team of 6 juniors and implemented Oracle 12 & 11i Financials modules including General Ledger, Accounts Payable, Accounts Receivables, Cash Management, Fixed Assets, Property Management, Inventory and Purchasing

o Completed project deliverables using the Oracle Application Implementation Methodology – AIM (prepared project deliverables in both English and Arabic
o Effectively assessed the customer's business requirements and mapped it to the application Developed project plan for implementing the Oracle Financials module

o Assisted in obtaining the approved/signed “Final Acceptance Sheet” from the client on his/her own module(s) within the project


Company Details

Mahindra Satyam (multinational)

Giza - Cairo, Egypt

More than 1000 employees

Information Technology Services

N/A

May 2007 to Jul 2008 (1 year 2 months)
ERP Oracle Support Specialist at Style team for Lighting

Experience Details

ERP Oracle Support Specialist

IT/Software Development

Experienced (Non-Manager)

o Proficiently supported:
 Oracle R11i and R12 General Ledger, Accounts Payables, and Fixed Assets
 Oracle R 11 Inventory and Purchasing
 Oracle Discoverer Reports
O Provide technical support for the R12 Upgrade & Custom Interfaces from Release 11i to 12.0.6 o Efficiently developed, Financial Reports and Workflow according to user’s requirement
o Dexterously gathered all the required information and data from the user’s side in regards to the business cycle(s)
O Functioned as first line support to the users

o Imparted training to the end user on means of operating the implemented system o Successfully uploaded data sheets with macros and ADI


Company Details

Style team for Lighting

Cairo, Egypt

501-1000 employees

Logistics and Supply Chain

N/A

Jul 2006 to May 2007 (10 months)
ERP Oracle system administrator at Jeraisy Group

Experience Details

ERP Oracle system administrator

IT/Software Development

Entry Level

Worked in IT department as internal support. o Helped with R11 Implementation.

Helped accounting Department with Monthly closing troubleshooting


Company Details

Jeraisy Group (multinational)

Riaydh, Saudi Arabia

More than 1000 employees

Information Technology Services

N/A

Apr 2004 to Jun 2006 (2 years 2 months)

Achievements


I have achievements as Senior Technical Support Engineer at Oracle Egypt (2008 - 2015) I have achievements as Oracle Financial Consultant at Mahindra Satyam (2007 - 2008) I have achievements as ERP Oracle Support Specialist at Style team for Lighting (2006 - 2007) I have achievements as ERP Oracle system administrator at Jeraisy Group (2004 - 2006)

Education

Faculty of Commerce in Faculty of Commerce

Education Details

Faculty of Commerce

Faculty of Commerce

Mansoura University, Department of Accounting, Egypt

Not specified

Department of Accounting

N/A

Mansoura University, Department of Accounting
1998 - 2002
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Askarya School

Egypt

1998

C / Good / 65 - 75%

N/A

Askarya School
1998

Certifications

Certificate details

ITIL Foundation Version 3

Jun 2011

N/A

N/A

N/A

Oracle Egypt

N/A

Certificate details

ITIL Continual Service Improvement

Feb 2011

N/A

N/A

N/A

Oracle Egypt

N/A

Certificate details

ITIL Service Operations

May 2011

N/A

N/A

N/A

Oracle Egypt

N/A

Certificate details

ITIL Service Transitions

Jun 2011

N/A

N/A

N/A

Oracle Egypt

N/A

Training and Courses

Training/Course Details

Oracle release 12 General Ledger

Jan 2009

Oracle Egypt

N/A

Training/Course Details

Oracle release 12 Receivables

Jan 2009

Oracle Egypt

N/A

Training/Course Details

Oracle release 12 Payables

Jan 2009

Oracle Egypt

N/A

Training/Course Details

Oracle release 12 Fixed Assets

Mar 2010

Oracle Egypt

N/A

Training/Course Details

Oracle release 12 Cash management

Jul 2010

Oracle Egypt

N/A

Training/Course Details

ODM (Oracle Diagnostic Methodology)

Oct 2009

Oracle Egypt

N/A

Training/Course Details

Microsoft Windows 2000 MSCE

Sep 2010

Oracle Egypt

N/A

Training/Course Details

Oracle 11i Payables

Sep 2003

Oracle Egypt

N/A

Training/Course Details

Oracle 11i Receivables

Sep 2003

Oracle Egypt

N/A

Training/Course Details

Oracle 11i Fixed Assets

Sep 2003

Oracle Egypt

N/A

Training/Course Details

Oracle 11i General Ledger

Sep 2003

Oracle Egypt

N/A

Training/Course Details

Oracle 11i Inventory

Sep 2003

Oracle Egypt

N/A

Training/Course Details

Oracle 11i Order management

Sep 2003

Oracle Egypt

N/A

Training/Course Details

Oracle 11i Purchasing

Sep 2003

Oracle Egypt

N/A

Training/Course Details

Oracle Business Accelerator (OBA)

Jun 2009

Oracle Egypt

N/A

Training/Course Details

Oracle 10g Discoverer

Apr 2008

Oracle Egypt

N/A

Training/Course Details

Oracle 11i Property Manager

Aug 2008

Oracle Egypt

N/A

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Last update 9 days ago.

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Profile Skills and Keywords

AdaptiveArabicCommunicatorCustomer ServiceCustomer-orientedERP Oracle Support SpecialistERP Oracle System AdministratorEnglishFaculty Of CommerceFlexibleFrenchHard WorkerITITIL Continual Service ImprovementITIL Foundation Version 3ITIL Service OperationsITIL Service TransitionsInformation Technology ServicesJeraisy GroupLeaderLogistics And Supply ChainMahindra SatyamMicrosoft Windows 2000 MSCEODM (Oracle Diagnostic Methodology)Oracle 10g DiscovererOracle 11i Fixed AssetsOracle 11i General LedgerOracle 11i InventoryOracle 11i Order ManagementOracle 11i PayablesOracle 11i Property ManagerOracle 11i PurchasingOracle 11i ReceivablesOracle Business Accelerator (OBA)Oracle EgyptOracle Financial ConsultantOracle Release 12 Cash ManagementOracle Release 12 Fixed AssetsOracle Release 12 General LedgerOracle Release 12 PayablesOracle Release 12 ReceivablesSenior Technical Support EngineerSoftware DevelopmentSupport

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Key Skills

Leader, Communicator, Hard worker, Customer-oriented, Flexible / Adaptive

Online Presence

https://eg.linkedin.com/in/haytham-emam-b81167108

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