Bassem ElBaiad, Senior Support Account Manager

Bassem ElBaiad

Senior Support Account Manager

oracle

Location
Egypt
Education
Diploma, Business Information technology
Experience
27 years, 11 months

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Work Experience

Total years of experience :27 years, 11 months

Senior Support Account Manager at oracle
  • Egypt - Cairo
  • My current job since December 2011

• Managed customers support accounts to ensure a successful ROI for customers
• Delivered trainings to customers resources to educate them on how to work effectively with Oracle Support
• Worked internally with Oracle organizations to build holistic proposals to address mid/long term customers requirements
• Created and maintained a proactive communication between internal different lines of business with respect to customers accounts

Principal Retail Consultant at Oracle
  • Egypt - Cairo
  • November 2008 to December 2011

• Lead user meetings and discussions for requirements gatherings
• Analyse requirements, business flows, and current systems for customers
• Develop future systems for customers as part of solution deliverables
• Create detailed analysis documents for the solution being offered to clients
• Co-ordinate meetings between business users and technical consultants to demonstrate product capabilities
• Trouble shoot upgrade issues for software and recommend solutions

Senior Support Engineer at Oracle Egypt
  • Egypt - Cairo
  • January 2006 to November 2008

·provided a superior customer experience for customers using Oracle Retail applications. Specifically, I supported products in the RPAS (Retail Predictive Application Server) product space.
·As part of the first group of Oracle Retail engineers hired in Egypt, I was charged with assisting in the development of the younger engineer's hard skills and soft skills to provide quick ramp up into Oracle Support. Our team was trained and working SRs using Oracle Support processes in two weeks time. I continue to provide functional, technical and soft skill guidance to my teammates.
·Managed the deployment and continuous maintenance of our AIP Data Management application. This application employs a tech stack of Oracle DB and Java GUI deployed through Websphere. I am responsible for deploying patches and providing continuous access to this environment for our Support team.
·I continuously utilize Oracle Diagnostics Methodology (ODM). ODM is a good methodology that allows me to approach each SR with the same process and focus. It ensures that I have properly clarified the customer issue and that I effectively work to verify and provide a solution for that problem.
·I continuously utilize Oracle Web Conference (OWC) to engage with my worldwide customers in an effort to get better visibility to their issues. OWC provides me the opportunity to directly engage with my customers in hopes of providing a more personal service experience for the customer.
·I handle two important Oracle Customer AIP accounts and have established a good rapport with the customer contacts. I work to get their SRs resolved timely and manage escalations appropriately

IT Business Analyst at Vodafone Egypt SAE
  • Egypt
  • August 2000 to December 2005

As part of VodaFone Egypt IT department, I worked in the ESS(Enterprise Systems Support) Team as a Business Analyst. My tasks included:
- Proper gathering and complete documentation of user requirements
- Complete transformation of user requirements into clear functional specifications, DCR and/or RFI/RFP
- proper mapping of business requirements into functional specifications and matching them with current/recommended business process
- Apply extensive testing life cycle including unit, integration and users acceptance testing
- Conduct highest quality of solution development including Functional/Code/Performance optimization with appropriate documentation
- Ensure smooth preparation, comprehensive training, full documentation and transition to production

Senior Production Support Engineer/System Consultant at American Management Systems (AMS)
  • Portugal
  • July 1999 to April 2000

As part of VodaFone Egypt previously (CLICK GSM) IT department, I worked as a production support/system consultant engineer. My tasks included:
- System maintenance of existing functionality
- Business analysis and requirements definition of new requirements
- Interaction with Vodafone IT staff to convey needed changes in our system
- Testing new changes sent to Vodafone by AMS
- Helping Application Support to resolve any error reported during system operations
- Giving system training and orientations to Misrfone staff.
- Documentation of test results and changes to the system.

Senior Software Engineer at Pyramid Systems development (PSD)
  • Egypt
  • July 1996 to June 1999

- Responsible for the maintenance and update of several projects
- Administrator for Visual Source safe Database
- Involved in the Software engineering cycle as a whole
- Responsible for organization and management for a group project (CITE).
- Designed several projects using rational rose and object-oriented concepts
- Interviewed applicants for the position of Software Engineers and technical writers.

Education

Diploma, Business Information technology
  • at Middlesex University London
  • January 2000
Bachelor's degree, Computer Science
  • at The American University in Cairo
  • June 1996

Minor in Electronics

High school or equivalent, Thanawyia Amma
  • at ElNasr Boys School
  • July 1991

Specialties & Skills

Customer Service
Team Management
Account Management
Business Analysis
Consulting Experience
MS Word

Languages

English
Expert
Arabic
Expert
French
Beginner

Training and Certifications

ITIL Foundation (Training)
Training Institute:
People CERT
Date Attended:
June 2012