Omar Mostafa Abdelaziz

FlairsTech

• Application support engineerFull Time

  Mar 2019 - Present -6 yrs, 3 months

  Egypt , Cairo

  • Job Details:• I am responsible for providing remote technical support for clients who have critical response time requirements for their business systems. I work independently and as part of a team to urgently analyze technical issues, troubleshoot over the Email/Phone or via remote access, and escalate problems when appropriate. • Provide first level support for production issues across multiple applications, including problem identification, definition, and implementation of short-term workaround and coordination of long term software solution with business analysis and development team. • Monitor (Zendesk) trouble management system to ensure all reported production issues are addressed according to the published service level agreement. • Diagnose and resolve day-to-day live system issues in a timely manner based on their severity. • Maintain ongoing communication with end-users, business analysts, QA team, and development team on reported issues • Coordinate, review and respond to system audit alerts in a timely manner • Ability to write, modify, and execute SQL queries for SQL Server • Configuration of local machines to clone the client's production environment for troubleshooting reported issues • Effectively record and monitor the progress of all issues raised, providing feedback to the business users as required • Liaise with other support/development teams to resolve cross-system issues • Maintain application support documentation • Test configuration changes in a test environment prior to pushing into production • Design and support application reports • Maintain confidentiality with regard to the information being processed, stored or accessed • Provide evening and weekend support in response to needs of the applications being supported if necessary
• Senior Application support engineer and Implementation ConsultantFull Time

  Mar 2019 - Present -6 yrs, 3 months

  Egypt , Cairo

  • Job Details:Participate in designing and creating project plans including deadlines, milestones, etc. Responsible for the implementation of our software at customer sites as well as the training of customer staff. Assigning priorities to tasks according to their sequence of importance. Installation and integration of our software, Independent follows up on customer issues, checking if the software meets business requirements. Perform assessment tests with the client’s staff in order to assure the complete understanding of the new system. Manage and analyze the customers' needs/ business requirements and find the existing Gaps in between as well as work on finding solutions. Create fit-Gap analysis and communicate modifications to development team. Prepare and update the needed project documents (GAP analysis, and Training schedule …etc.). Pre-process, manipulate and upload data on the system as well as create the required reports. Support and troubleshooting live projects. Consulting of the customer.