SUPPORT ENGINEER
Oracle
Total years of experience :12 years, 0 Months
- Global Customer Support | Giza, Egypt
Worked with both Database and Enterprise Manager support
teams
Providing technical support to Oracle customers globally through Service
Requests logged on 'My Oracle Support' portal
Owning and resolving problems and managing Customer expectations
throughout Service Request lifecycle
Increased customer satisfaction by ensuring clear understanding of issues,
setting customer expectations, and maintaining communication throughout
Service Request lifecycle
Contributing to Operational Excellence, meeting and exceeding
expectations of overall team's KPIs
Collaborate with customers through Web Conference to assist them in
resolution of Service Requests
Worked in line with Oracle development in resolution of Bug
related Service Requests. Performing Test Cases to reproduce customer's
issues in house, provide diagnostic analysis and file bugs with development
Participate in testing of new product releases, CPU/PSU QA projects
Contributing to Knowledge Base enhancing by knowledge content creation
and maintenance
Collaborate globally with teams across support and development
Setup and maintain test environments, including Oracle VM, Enterprise
Manager Cloud Control 12c, Oracle Databases
Provided technical support for