أحمد أحمد

 Leading SIEBEL Support Team

 Continuously drives service quality, service efficiency and customer experience through service improvement initiatives
 Ensures compliance to Service Level Agreement and provides KPIs and reporting to address shortcomings and to drive improvements
 Project requests for improvement initiatives
 Drives service maturity, efficiency and customer experience through continuous service improvement initiatives during all stages of the service lifecycle
 Demonstrates effectiveness of service improvement initiatives by appropriate KPI reporting
 Enhance the process of the internet call center
 Handle the projects of the internet call center
 Enhance the quality of the internet call center
 Improve the NPS
 Improve the customer experience of the internet call center

Responsible for Internet Solution for USM Modems, 3G Routers, Adsl Technical and biling, Iphone, Blackberry, Andriod and windows 8 Phones.

 Responsible for Siebel Servers 24/7 (Oracle Unix Solaris 11.2 SPARC)
 Experienced in Telecom Domain
 Experienced in Service Requests Module, Workflow, EAI & Siebel Loyalty configuration & development
 Experienced in EIM component
 Responsible for Siebel Data-Base 24/7
 Deploying new releases for Siebel
 Develop & deploy fixes on the production using e-script, shell script, JAVA & Javascript
 Siebel Administration
 Maintain global issues within 30 Minutes SLA either by solving it or proper escalate it to the concerned teams.
 Deploying new services (Business/Web services)
 Support for COTA application
 Monitoring Siebel components & servers level using Shell-Scripts/RUEI-Application
 Responsible for integration between Siebel & other applications or middle wares
 Implementing & deploying new/fixed Siebel releases

Achievements :
 Migration from Siebel HI to OPENUI
 Solved all SIEBEL OPENUI issues on the production
 Enhance the performance of the SIEBEL OPENUI to be same as HI
 Developed a monitoring tool/KPI Report for Siebel
 Developed a fixes for Siebel OPENUI
 Redeveloped the service requests module for Siebel OPENUI
 Implementing the integration between Siebel OPENUI & GENESYS IWD successfully
 Solving EIM errors
 Write a script that synchronize the activities on SIEBEL with COTA application
 Fixing the crashing that happened on EAI if the requests are high by using pooling connection
 Solving triggers issue on the production
 Revamping PPBL (Prepaid Batch Loading) Job.

 Responsible for TIBCO Servers 24/7 (Oracle Unix Solaris 11.2 SPARC)
 Responsible for TERTIO Servers 24/7 (Oracle Unix Solaris 11.2 SPARC)
 Responsible for ADSL PRO Application (Servers/Data-Bases)
 Ensuring MNP Processes
 Responsible for Radius Data-Base 24/7
 Responsible for TIBCO Data-Base 24/7
 Responsible for TERTIO Data-Base 24/7
 Deploying new TIBCO applications/services/instances
 Deploying new TERTIO configurations/service composers/application designers
 TIBCO Administration
 TERTIO Administration
 Maintain TIBCO global issues within 30 Minutes SLA either by solving it or proper escalate it to the concerned teams.
 Maintain TERTIO global issues within 30 Minutes SLA either by solving it or proper escalate it to the concerned teams.
 Managing the integration between Siebel & TIBCO middleware.
 Monitoring other applications processes & traffic using Shell Scripts/HAWK Rules
 Using TIBCO logs in reporting for error trends.