Senior IT Support Engineer (Team Leader)
Oracle - EMEA
Total years of experience :24 years, 7 Months
Perform analysis, diagnosis, and resolution of software/hardware problems.
• Coaches Junior Colleagues in IT issue / Monitor the IT Team performance /
Generate reports to Top Management
• Liaising with third parties, IT suppliers, and service providers to resolve
technical issues
• Monitors the SLA progress and take necessary action to avoid SLA breaches.
• providing IT induction & presentations for employees & new hires
• Configuring Cisco Call Manager “VOIP” system & phones
• Creates and reviews reports to verify the compliance on process activities.
• Handling the IT issues & problems in Oracle premises.
• Handling the duty schedule monthly for the Team between offices.
• Providing IT support for remote access and mobile.
• Serves as an escalation and coordination point of contact for responding to
complex Problems
• Define service desk management related KPIs by measure, report and
monitor performance and audit the quality of service delivery with SLAs.
• Prepares Major Incident report.
• The IT representative for the IT issues in Oracle Support Center counsel
• Member in the Oracle's Premises Projects for developing two new oracle
offices in Egypt Oracle Smart Village centre and City Stars office with total
cost 125 million EGP for 800 employees .Includes infra structure, networking,
IT services and procurements.
• Member in many Oracle IT projects worldwide
1- Acquisition and migration SUN employees to Oracle offices in Egypt &
MEA
2- Migration the global Oracle mail Beehive services and providing Technical
Support for users
3- Service Request (SR) analysis Team, auditing and monitoring the SR
status globally and create analysis reports on CRM-OD.
·Assistant in the planning and implementation of system maintenance and repair.
·Create installation, planning and coordination to introduce new hardware and software systems.
·Implements backups to proper change management procedures during all updates.
·Monitors Systems performance on a regular basis.
·Prepares various assigned operations reports and maintains accurate records of all systems.
·Providing technical supporting in hardware & software installation, Upgrade & maintenances for more than 300 users.
.Prepares the software & hardware installation required for the PCs
·Create and control the network for branches
·Design and create Al FARDAN Exchange Website
·Technical support for the users ( Help Disk )
·Assembling & Up grade computers
·Hardware & Software installation
·Handling the PCs & Accessories sales
·Solving problems for printers
• Maintenance & Up grade PCs
• Creating LAN networking & Fix Network issues
• Software & Hardware installation
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