Principle Advanced Customer Service Engineer
Oracle Egypt
Total years of experience :20 years, 8 Months
Exadata, RAC, DG, GG, Core DB, MAA Expert: Reactive support remotely and on site, and proactive support by providing assessments and recommendations beside critical alerts through, B&R planning reporting, Patching Recommendations reporting, Risk Assessment reporting, Configuration and performance assessment reporting beside HW maintenance planning. Technical Leader for customer Vocalink (premium account) for their Exadata environment: Responsible for leading the Exadata team supporting this customer, taking over all customer critical escalations for handling them, responsible for resources allocation for the team, Exadata technical reference for the team, responsible for implementing / and writing technical documentations for most of the customer critical plans such as Exadata / RAC / and MAA high availability configuration reporting and planning plus backup and recovery planning, beside patching plan documents for Exadata DB machines and storage servers firmware, and implementing those plans on the customer sit, also developing programs / tools and special utilities for the customer environment to help in various mission like automatic debugging when problems rises, configuration collection tools, health check tools …etc. Provide remote and onsite support for all other EMEA premium account customers, includes Nokia Siemens Networks, Thomson Reuters, Deutsche Bank Group, Lloyds Bank Group, HSBC and Vocalink. Besides, being an expert and a reference for all DB clustering, high availability and Unix / Linux related issues, toward the entire EMEA premium customer support team. Outstanding Achievements Was capable to switch the customer expectation from losing the account to excellent feedback in 6 months and getting excellent personal feedback from him as well toward my own work and the team work after leading the team for this account.
Oracle Clusterware (a.k.a GI & CRS), RAC, ASM and Data Guard Global support team (Metalink/MOS), supporting Install, configuration, performance tuning, MAA issues, beside the consultative requests by customers.
Part of the Exadata RAC specific support team, which is virtual team for supporting RAC issues on Exadata environments.
Advanced Resolution Engineer for EMEA region RAC support team, managing customers escalations when situations gets very hot for a customer issue by taking it over and resolving it to switch the customer feedback, plan team trainings, provide training sessions to the team, assisting the management in resource planning, create technical documents to be published on MOS portal as reference document for issues rise on customer sites.
During my stay in the global support RAC team, I was part of lots of projects, like red code project where I was to provide high profile and mission critical customers with special handling instructions, taking over all there issues and complicated problems or questions to resolve / answer them, also was part of zero rediscovery virtual team, that was meant to build a big set of documents that covers all the known issues and develop health check tools for the CRS/RAC products.
Point of contact for most of the key customers for Oracle toward CRS/RAC products that they are using, customers like: British Telecom, McKesson, Deutsche Bank, Ericsson development.
Unix team and DB Team technical leader, administrating 26 UNIX server with different flavor (HP-UX PARISK - Solaris SPARC and x64) beside RHEL servers, different clustering software was used according to the platform, MC Service Guard Cluster and Sun Cluster maximum of 6 nodes per cluster, beside HP SAN SMA/HSV Storage administration.
For the DB team, it was three TB storage 9i RAC DB, used as a storage RDBMS for three different HP application that manages the business workflow (NNM, Provisionary and Inventory management). Outstanding Achievements Implementing a billing application for the Cisco VOIP implementation in City Starts using Shell scripts then migrated to PHP.
UNIX and Linux system engineer, OS backup and recovery, performance tuning, disk capacity maintenance …etc. OS types used was SuSE Linux, RHEL, and Solaris 8 & 9, Sun Cluster for Solaris OS was used, and 9i Oracle Cluster Manager was used for Linux boxes.
Oracle DBA team member, backup and recovery, monitoring, troubleshooting, SR handling, performance tuning, configuration and maintenance for DB. DB used was RAC and DG configured, with 9i version.
UNIX system engineer, OS backup and recovery, performance tuning, disk capacity maintenance …etc. OS types used was SCO UnixWare 7 and Solaris 8. Oracle DBA team member, backup and recovery, monitoring, troubleshooting, SR handling, performance tuning, configuration and maintenance for DB. DB’s used was single instances 8i version.
UNIX System engineer team member as trainee, from where passion to technology of UNIX environment and DB management was gained.
Oracle Exadata V2 Administration Workshop
Oracle RAC certified Expert
Oracle Certified Associate Database Administrator 10g Grade: Excellent (95%), Certified Instructor.
Oracle Certified Professional Database Administrator 10g Grade: Excellent (100%), Certified Instructor.
Oracle 9i and 10g RAC (Real Application Cluster) Advanced Administration [200 hours], in Oracle Co.
Oracle 10g DSI (Data Server Internals) advanced techniques [56 hours]., in Oracle Co
Oracle 10g ASM (Automatic Storage Management) advanced administration [56 hours], in Oracle Co.
SCO (CSA) Certified System Administrator in SCO-Unix Ware 7 & 8 and SCO-UNIX open server 5. Grade: Excellent (97%), Certified instructor.
SUN Certified System Administrator (SCSA) for Solaris Operating System. Grade: Excellent (92%), Certified instructor.
Course CCNA (CISCO Certified Network Associate) [52 hours] in YAT Education Center.
Very Good with the second level of honor, GPA=84.2, Ranked 14th on the graduated group for this year.
C++ [48 hours] in Al-Ahram Management and Computer Center (AMAC).
Visual Basic 6 in IBM world trade corporation Egypt Branch.
Grade 87%