Senior support Engineer
ISSholding
Total years of experience :18 years, 7 months
Provide support services for VAS products.
Service planing.
Platform planing and installation.
As below.
- Work with teammates on several system units to ensure of functionality meets and requirement and design specification
- Provide solution for the new system design.
- Act as a play role in conducting subordinates teammates.
- Participating in system design, implementation and deploying.
- Prepare and maintain tested.
- Detect troubleshooting, and analyze customer hardware/software problems.
- Lead cross-functional teams to define and develop customer problem resolution plans, tracking milestones, deliverables packages, and reporting to management
- Review and act upon daily reports of open service calls, escalate, assign or consult with Sustaining Engineers and management as required.
- Interact with QA, Engineering and Sales Engineering teams to ensure timeliness, technical accuracy and quality of support.
- Continue to drive customer support satisfaction
- Platform implementation regarding:
o Operating System installation (Solaris, Redhat, Ubuntu, FreeBSD, Oracle Linux)
o Database Installation and configuration (MySQL)
o Data injection & database server optimization.
o Backup plans regarding OS file system & database schema & data files.
o Failover plans regarding Cluster or replication environment.
- Creating user guides for developed services.
- Planning & carrying testing scenarios for developed services as well as customer acceptance documentation.
- Creating trouble shooting guides for platform related anomalies that may occur as well as backup & restore procedures.
- Prepare testing environments
- Carrying acceptance tests with customer according to pre defined acceptance plan and integrating any customer proposed tests in the testing intervention.
- Developing and preparing binaries or shell scripts to facilitate the monitoring and troubleshooting of platform & services.
- Provide preliminary description of incidents according to rules into force.
- Perform first analysis following established methods and using provided tools and techniques.
- Ensure communication with the client during the entire incident duration or until the escalation process is triggered.
- Perform complementary monitoring for the system stability, if needed.
- Provide scripts that ease the daily system checks.
- Populate and deliver Support metrics and reports.
- Perform Projects’ preparation, tests, deployment and monitoring in the Client premises that includes participation in:
o Provide scripts that compare the subscribers’ data before and after the migration process that was considered as the official tool of subscribers’ data set comparison and they were packaged with the new migration tools afterwards.
o CLIP+ service new releases preparation and deployment including Mobile Number Portability (MNP).
o XMLGateWay (XMLGW) maintenance and new releases deployment. A platform that handles different services such as, recharging via Voucher cards, Point Of Sale (POS), Account Info, and GPRS/WAP, along with different vendors accessibilities, Bharti, VOLUBILL, and Cellicium, to either the prepaid system (SDP) or Unified Voucher Database (UVDB)
o Voucher Database extension
o Dimensioning reports maintenance and deployment on different platforms.
o Service Data Point (SDP) subscribers notification SMS and SMS platform Software release upgrade.
o Life Time validity project and limited validity applied on the NON PSP profiles.
o Database integrity and consistency in subscribers’ data along the system life cycle and different Database platforms that hold varieties of system logic and modules
- Take part of the preventive and corrective procedure innovation.
- Develop appropriate documentation, training materials and templates to support field engineering forces.
- Initiate ‘Change Requests’ in order to improve the system exploitation.
- Building UNIX scripts to manage printing jobs.
- Supervising XEROX printers & printer consumables.
- Auditing of user accounts used for printing.
- Carrying monthly preventive maintenance XEROX Docuprint 92.
- Administering UNIX printing console including JDT templates & OS installation.
- Administering user windows terminals and providing IT services to join windows domain and access rights.
- Performing manual backups and monitoring scheduled backups of clients Oracle database via VERITAS software.
- Calculating consumption matrix monthly and reporting to XEROX FM department.
- Performing activities to decrease consumption margin of consumables.
• B.Sc. in Electronics & Communication: Nov 2002 In the Faculty of Engineering, Cairo University with Pass. Graduation Project was concerned about desktop software solution for Sound System Design to place Speakers with the optimum orientation to assure Clearness of Speech – with grade of Excellent.