Mahmoud Abdelhafez

• Led end-to-end installations, configurations, and system refreshes across ECC, S/4HANA, BW, Fiori, BI/BO, BFC, and Solution Manager, ensuring 99.9% system availability.
• Executed SAP upgrades, kernel updates, and patch implementations (SPAM/SAINT, SUM), achieving 100% compliance with SAP security standards and reducing downtime by 30%.
• Optimized SAP HANA and Oracle DB performance through proactive monitoring and fine-tuning (SAPDBA and BRTOOLS), cutting critical incidents by 25% and improving query response times by 15%.
• Designed and implemented backup and recovery strategies for HANA and Oracle, ensuring 99.9% data recovery reliability during restore tests.
• Engaged with different teams to implement and apply Disaster Recovery (DRP) strategies, ensuring seamless business continuity and successful execution of DR drills.
• Managed transport landscapes and aligned system changes with business processes, enabling zero-defect deployments and supporting 5, 000+ global end users.
• Configured and maintained SAP Content Server, SAP Router, and Web Dispatcher to enhance secure document management and network connectivity.
• Administered SAP systems across hybrid cloud platforms (Azure, GCP, Flexible Engine, Cloud Avenue), ensuring high performance and seamless integration.
• Collaborated with cross-functional teams to troubleshoot and resolve technical issues, reducing average incident resolution time by 20%.
• Produced daily system health reports and documentation, strengthening operational transparency and audit readiness.
• Configured printers and resolved printer-related issues.
• Investigate and resolve technical issues promptly to minimize disruptions.
• Stay updated on SAP technologies, sharing insights and providing training to team members.
• Worked within various environments, including Linux and Windows.

- Provide 1st line support for the AIX operating system at our client's site.

- Test software for any bugs and work with developers to resolve them.

- Participate in system analysis and design for new solutions.

- Prepare and publish technical documentation for the developed software.

- Deliver post-sale remote technical software support services for IBM's US clients.

- Provide initial remote technical software support for AIX to clients.

- Interact with clients and IBM functions consistently until problem resolution.

- Analyze problems and understand their impact on client business.

- Apply problem-solving techniques to provide timely resolutions to client issues.

- Maintain the highest level of client satisfaction.

- Maintain positive client relationships even in severe and pressurized situations.

- Perform problem management and end-to-end problem ownership.

- Log all related activities for each customer query and handle client data securely.

- Employ IBM's standard support delivery methodologies and tools.

- Perform in international software support delivery processes and environments