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Hebatallah Mansour, application support engineer

Hebatallah Mansour

application support engineer·Egyptian Banks Conpany

Egypt

Bachelor's degree, Business And Information Technologies

Work experience

Total years of experience: 4 years, 1 months

application support engineer

January 2024 - Present

Egyptian Banks Conpany

Cairo, Egypt

January 2024 - Present

Analyzing and troubleshooting the malfunction of running applications - Instapay as a second level
support.
Investigating and handling customers reported issues, requests and inquiries.
Reporting any production related issue to internal stakeholders.
Maintaining the availability of 24/7 production environments, keeping the application running
smoothly (Instapay).
Installation and deployments of new releases/fixes of payment systems application.
Handling the out of work hours calls and notifications related to production issues in addition to
planned maintenance activities on production environments based on the predefined On Call Matrix

Company industry:
Financial Services
Job role:
Banking

technical support specialist

January 2023 - December 2023

Flairstech

Cairo, Egypt

January 2023 - December 2023

Acknowledge assigned cases and ask proper probing questions.
Provide accurate, timely responses and resolutions to client according to the SLA.
Research knowledge base, old cases, and test different scenarios on his own.
Troubleshoot Venues Databases'
.
Help clients solving configuration/setup issues remotely.
Actively create and update internal and client-facing support knowledge base articles .
Document cases well to reflect investigation done.
Work on special projects as needed by the team lead.
Engage with clients via different communication channels to investigate reported issues and help
them fixing it. Communicate with other supporting departments ( Training, Field Ops, Product
team…. etc) to solve related issues.
Troubleshooting Network, Databases & Printers issues.

Company industry:
IT Services
Job role:
Information Technology

technical support specialist

June 2023 - September 2023

Sutherland Global Services

Cairo, Egypt

June 2023 - September 2023

Provide a professional first technical point of contact for the customer.
Provide updates as needed to the customer in order to meet performance objectives.
Support offshore customers remotely through AT&T applications.
Performed different setups for SIM Cards, Apple and Android products as much as possible.

Company industry:
Telecommunications
Job role:
Support Services

it systems operations

July 2021 - February 2022

Masria Digital Payments

Cairo, Egypt

July 2021 - February 2022

Performed checks to verify systems are stable.
Monitored systems status - Zabbix
Maintained and documented problem descriptions
Collaborated with senior developers to test the system and create new features.
Performed different procedures on SmartVista- EBC system
Created guides to document the processes and maintain business continuity

Company industry:
Financial Services
Job role:
Engineering

Education

Sadat Academy For Management Sciences

July 2022

July 2022

Bachelor's degree, Business And Information Technologies

Egypt

GPA (point): 3.209 out of 4

GPA (point): 3.209 out of 4

Skills

HTML5
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HTML5
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PHP
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PHP
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PostgreSQL
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PostgreSQL
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SQL
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Linux
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Linux
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