Ramez Magdy Hanna

Net Group

• Software Developer EngineerFull Time

  Jul 2011 - Present -14 yrs

  Egypt

  • Job Details:• Providing front-line support to customers via email and phone. • Gathering technical requirements from our customers. • Bringing technical issues to members of the development team, making the decision about the appropriate people inside the development team to route more complex issues to. • Working with our ticketing and bug tracking system, and managing online support requests. • Assisting in developing and updating our online developer portal and support knowledgebase. • Creating and managing the communication of change and release notices to customers. • Assisting customers through testing-house, utility, etc. certification process. • Developing and/or conducting onsite training sessions for our customers.
• Technical Support SpecialistFull Time

  Jun 2010 - Jul 2011 -1 yr, 1 month

  Egypt

  • Job Details:1) Performs any combination of following duties to provide technical support to workers in information processing departments: Develops work goals and department projects. 2) Assigns and coordinates work projects, such as converting to new hardware or software. 3) Designates staff assignments, establishes work priorities, and evaluates cost and time requirements. 4) Reviews completed projects or computer programs to ensure that goals are met and that programs are compatible with other programs already in use. 5) Evaluates work load and capacity of computer system to determine feasibility of expanding or enhancing computer operations. 6) Makes recommendations for improvements in computer system. 7) Reviews and tests programs written by PROGRAMMER-ANALYST or COMPUTER PROGRAMMER to ensure that programs meet objectives and specifications. 8) Consults with QUALITY ASSURANCE ANALYST to ensure that program follows establishment standards. 9) Modifies, tests, and corrects existing programs. 10) Evaluates and tests vendor-supplied software packages for mainframe computer or microcomputers to determine compatibility with existing system, ease of use, and if software meets user needs. 11) Enters commands into computer to place programs in production status. 12) Inactivates, individually or in combination, each component of computer system, such as central processing unit, tape drives, and mainframe coolers. 13) Tests computer system to determine criticality of component loss. 14) Prioritizes importance of components and writes recommendations for recovering losses and using backup equipment. 15) Assists user to resolve computer-related problems, such as inoperative hardware or software. 16) Trains workers in use of new software or hardware. 17) Reads technical journals or manuals and attends vendor seminars to learn about new computer hardware and software. 18) Writes project reports and documentation for new or modified software and hardware.