Senior Business Application SUpport
iSource Global
Total years of experience :20 years, 4 months
• 16/9/2007 till now working as Senior Business Application Support in iSource Global Software Company where
o Project Leader, Collecting business requirements from Clients, Help in implementation, testing and documenting the software project.
o Supporting Procter and Gamble Software users and ensuring their customer satisfaction.
o Assist in client training, product implementation, technical support and issue resolution.
o Knowledge/Expert of product and service portfolio.
o Provide collections support.
• 27/9/2009 till now, working as Senior Application Support Engineer in EFG-Hermes.
o Planning and Implementing 3rd Party Applications integrations using Microsoft BI 2008 R2
Bloomberg Toms Advent Integration
Developing Swift Messaging Tool.
Developing Custodians' Trade Files.
o Supporting EFG Hermes users when dealing with different 3rd party applications such as Advent, Bloomberg Toms, SunGard Sword, MS CRM
o Co-ordinate for new projects applied
o Advise on the best cheap ways to apply users’ requests.
o Build Internal Support Staff for all applications used while serving the Arabian Markets’ users in EFG-Hermes
~Managing the Team of Application Support for all 3rd Party Applications (Advent Financial Software, MS CRM, ArcLogics Sword, Bloomberg Toms, AIM)
~Receiving, prioritizing, documenting, and actively resolving Production Support issues.
~Application move to Staging and Production infrastructure.
~Provide user/technical support for proprietary applications our clients utilize.
~Troubleshoot application/website issues
~Maintains operation, monitoring and integrity of production systems to meet established standards.
~Provide ongoing support at agreed service level agreements.
~Ensure that all production changes are processed according to Change Management policies and procedures.
~Ensure that all changes are fully documented and supportable.
~Interface with internal and external business and technical partners.
~Proactively identify opportunities for change within the production environment
• 29/12/2003 till 13/9/2007 working as a system & Network Administrator at Thebes Schools.
o Responsible for maintaining Thebes Network
o Planning for the Future IT work in Thebes
o Project Manager of the SMS Project (School Management Software) SQL Application which aims at computerizing the whole School Departments including the Financial & Administrative Sections. QA of the delivered modules.
o Web site Coordinator ( Updating the website on daily basis)
o Thebes Official Contact with the IT companies, organizer of the tenders and supervisor of the delivery process.
AML certificae
Database Developer , Analysis service , Integration Services, Reporting services
• Pre-Master Degree in Planning Educational Studies "August 2007"
• Diploma of Planning Educational Policies
• Installing, Configuring, Administrating Microsoft Windows 2000 Server • Installing, Configuring, Administrating Microsoft Windows 2000 Professional. • Installing, Configuring, and Administrating a Microsoft Windows 2000 Network Infrastructure. • Managing a Microsoft Windows 2000 Network Environment. • Cisco Certified Network Professional CCNP ((Routing – Switching – Remote Access – Troubleshooting))
• Sun Certified System Administrator for The Solaris 8 Operating System
Certified Cisco Network Associate
Having all the Basic Business Skills Aquisition tarining , do a project at the end of the course ( which was the first RANK in the BEST PROJECT CONTEST 2002)
B.A of Education with Grade Good
Having the High Scholl Certificate with 98% grade