
Mohammed Salah AbdelGhaffar
Senior Banking Application Support at Fawry Banking & Payment Technology Services
New Cairo, Cairo, EgyptWork Experience
Senior Banking Application SupportFull Time
- Job Details:• Supporting all FAWRY Products with a strong knowledge of E-Payment solutions and various business flows. • Provide problem-solving related to the company application; functional and technical. • Ensure compliance of support delivery and case resolution with stated service level agreements(SLAs) • Implementing Fawry products at the banks, and supporting them during their testing and going-live life cycle • Working with different types of Databases (Oracle, SQL Server, DB2), along with implementing/supporting/tuning different types of application servers (IBM WebSphere Application Server, and Apache Tomcat)
Product ManagerFull Time
eVision-World Class Software solutions for the Banking Industries
Jan 2020 - Feb 2021 -1 yr, 1 month
Egypt , Cairo
- Job Details:Product Manager at eVision World Class Software solutions for the Banking Industries • responsible for the product planning and execution throughout the Product Lifecycle • Define the product strategy and roadmap • working closely with engineering, sales, marketing and support to ensure revenue and customer satisfaction goals are met • Deliver PRDs with prioritized features and corresponding justification • Perform product demos to customers • Brief and train the sales force at quarterly sales meetings • Brief press and analysts and go on press tours
Application/Technical Support Team Leader at eVisionFull Time
eVision-World Class Software solutions for the Banking Industries
Feb 2017 - Jan 2020 -2 yrs, 11 months
Egypt , Cairo
- Job Details:Application/Technical Support Team Leader at eVision World Class Software solutions for the Banking Industries • Supporting all FircoSoft Products, Swallow Tech Reconciliation system (Carat Products) & CORZAP Swift Archiving System with a strong knowledge of various business flows. • Implementing all eVision Software Solutions & integrating them with the New Clients. • Providing Business & Technical Trainings on all eVision Products. • Provide problem-solving related to the company applications whether Technical or Business. • Recreating, tracking, and verifying software defects reported by Clients. • Communicate effectively with customers, including detailed explanation of the issue and providing resolutions and callbacks and follow-up on their issues. • Assign the issue to appropriate team and follow up in case of release hot fix or new build on ticketing system
Application Support EngineerFull Time
Fawry Integrated Systems
Jan 2015 - Feb 2017 -2 yrs, 1 month
Egypt , Cairo
- Job Details:• Supporting all FAWRY Products with a strong knowledge of E-Payment solutions and various business flows. • Provide problem-solving related to the company application; functional and technical. • Recreating, tracking, and verifying software defects reported by customers. • Own and resolve all customer issues for all Fawry Products. • Reproduce issues from customers' description of the problem and/or from customers' code snippet. • Identifying root causes of the problems contributing to the gap from desired performance. • Troubleshoot, diagnose and resolve customer issues independently. • Communicate effectively with customers, including detailed explanation of the issue and providing resolutions and callbacks and follow-up on their issues. • Assign the issue to appropriate team and follow up in case of release hot fix or new build on ticketing system • Ensure compliance of support delivery and case resolution with stated service level agreements (SLAs) • Interfacing and establishing strong working relationships with all our parties internal and customer like L3 & Middleware/ Admin teams, Banks, Billers and Third-Party Vendors”. • Providing feedback from customers to product management and engineering teams via appropriate systems handling customer technical escalations. • Write a knowledge-based article for every new issue you resolve • Weekend on-call coverage for production issues. • Responsible for Integrations with new billers, new bank channels.
Education
B.A. in Electronics and Communication Engineering in Communication
Arab Academy for Science, Technology and Maritime Transport (AAST)Jan 2008 - Jan 2013 - 5 yr
High School - Thanaweya Amma
Modern Manar Language SchoolJan 2008
Skills
- Swift
- Troubleshooting
- Technical Support
- operation
- installation/maintenance
- Oracle SQL
- SQL Server
- Fircosoft
- Team Leadership
- IBM WebSphere
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Languages
Arabic
FluentEnglish
AdvancedFrench
Beginner
Training & Certifications
Agile Process, Project, and Program Controls
University of Maryland·2020Agile Project Management
University of Maryland·2020Agile Leadership Principles and Practices
University of Maryland·2020Agile Innovation and Problem Solving Skills
University of Maryland·2020Applied Scrum for Agile Project Management
University of Maryland·2020Sprint Planning for Faster Agile Team Delivery
University of Maryland·20201Z0-051 Oracle Database 11g: SQL Fundamentals I
New Hurizon·2015Orcale DataBase Admin OCA
Next Academy·2014Oracle DataBase Admin OCP
Next Academy·2014Basic SQL
2014Embedded C Prog
AMIT·2013Embedded Systems
AMIT·2013C Programming
2013Embedded Systems
2013CCNA
Center·2012Mobile
Sky Academy·2012CCNA
2012