customer service /l2 stream lead at Customs Clearance Solutions
Malomatia
Total des années d'expérience :16 years, 4 Mois
Purpose of position:
To ensure the effective and smooth running of the QCCSW (ALNADEEB) system and to provide accurate and professional user support
Key Performance Areas:
• Provide daily application support services to all business units and dealing with the reported incidents from the end users as 2nd level support using HP Service Manager.
• Respond to requests and inquiries from clients within SLA’s defined.
• Identifies client organization’s strengths and weaknesses and suggests areas of improvement.
• Ensures the effective and smooth running of the systems and provides accurate and professional user support.
• Work closely with the clients and carry out meeting sessions when required.
• Initiate change requests (CRs) for program to be fixed or enhanced if necessary.
• Identify the business needs of internal/External clients and prepares functional requirements.
• Handle communication and provide consultation and guidance to customers according to their business requirements.
• Collect and analyse the project’s business requirements and transferring the same knowledge to development team.
• Extracting daily statistics direct from DB per customer request
• Provide accurate and efficient information to the end user.
• A professional attitude is displayed when responding to a customer’s needs
• Investigate problems
• Develop user requirements specifications for systems fixes
• Initiate change requests for program to be fixed if necessary
• Assist in the development of technical specifications
• Performance analysis, specification and planning of business requirements
• Identify training needs
• Compile training manuals/guides
• Train users and get user feedback after training is done.
• Taking part in the DB technical issues.
To ensure the effective and smooth running of the QCCSW (Qatar customs clearing single window) and to provide accurate and professional user support
working as a DBA: in EPROM Egyptian Projects Operation & Maintenance previously (MIDOM) was established to act as a contractor for the operation and maintenance management for the Hydrocarbon Industries. http://www.eprom.com.eg
• Participate in implementing an IT infrastructure for EPROM head office located at Merghem(Alexandria-Egypt) using Virtualization Technology.
My main Role was Senior Data base/APPS /Systems Administrator, and is divided as Following:-
Internal Auditing team (monthly internal auditing on company departments).
•Setup and maintain Documentation and standards.
•Documentation:
•Keep original copy of all S/W, Applications, packages, patches and manuals.
•Creating setup and maintenance documentation and standard.
•Preparing a periodic report that includes status of all pending issues and actions taken regarding these issues.
•Work as part of team and provide 24*7 supports when required.
My main Role was Systems Administrator Engineer, and is divided as Following:-
• Oracle Database Administrator: Installing, tuning, RAC Implementation and Maintaining Oracle Database 9i, 10g and 11g
• Linux and Unix Administrator: Installing, Configuring and Maintaining Linux and Unix OSs and other Services like (Apache, NFS, Mail, DHCP, IPtables, LDAP, DNS ), Also Advanced Installing like Clustering and RAID (Hardware and Software)
• Oracle Applications Administrator: Installing (Multi Node), Configuring, Updating, Cloning, Patching, Migrating and Maintaining Oracle ERP 11i, r12, Discoverer, BI and Oracle Application 10g, on Different Operating Systems (RedHat EL, Solaris, AIX and Windows).
• Backup Administrator: Responsible of Backing up the OSs, Databases (RMAN) and Oracle ERPs.
• Dba on oracle application under Linux and windows platform.
• Installation and upgrade of various oracle databases on different Operating Systems.
• Administration on Linux, UNIX, AIX, WINDOWS.
• Administration with a strong knowledge on the installation, upgrade and administration on Oracle Applications 11i and R12.
• Excellent practical knowledge on backup and database recovery processes.
• Able to manage large database centers.
• Use the AD utilities to maintain Oracle Applications
Attended Oracle development and administration courses and further international exams in SQL, PL/SQL, FORMS, and REPORTS.
• MCIT (The Ministry of Communication and Information Technology) ORACLE.
• Worked on an hr /payroll project for The Egyptian Company for starch, yeast, and detergents.
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