Mohamed Atef

Supply Chain Consultant at Diyar United Company

• United Arab Emirates
• My current job since August 2011

Support Engineer at Oracle

• United Arab Emirates
• April 2009 to August 2011

GCS center in Egypt is the first in Middle East and Africa. The center provides specialized technical and functional assistance, round the clock, to Oracle customers around the globe.


Primary responsibilities include:

Reactive activities:
•Managing and resolving Service Requests logged by customers (internal and external) on Oracle purchasing module.
•Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
•Reducing escalations.
•Operating within Oracle business processes and procedures.
•Respond and resolve customer issues within Key Performance Indicator targets.
•Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests.
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Proactive activities:
•Maintaining product expertise in procurement cluster.
•Working towards, adopting and contributing to new processes and tools (Oracle Web Conferencing, diagnostic methodology, health checks, scripting tools, etc).
•Contributing to Knowledge Management content creation and maintenance.
•Participating in Root Cause/Corrective Action defined within the product area in order to further enhance the customer experience and improve the Oracle product.
•Working with development on product improvement programs.
Other activities:
•Working as Cluster Team Coordinator backup in case of CTC absence as required.
•Coaching new hires until they become on track.
•Generating ideas to help the team achieve the goals.
•Preparing Wiki Pages for our team.

Consultant at Oracle

• United Arab Emirates
• August 2005 to April 2009

Full Implementation for Oracle INVENTORY, Project COSTING, EAM, Procurement modules and order management
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RESPONSIBILITIES:

General ledger - Account Payables - Purchasing - System Administration, including "Operational analysis - Business development and consultation - Solution design and mapping to applications - Extensions design - Transition - Training - Follow up Users Testing - Production Migration)
Worked using AIM (Application Implementation Methodology) to report and deliver projects deliverables like Future Process Model - Application Setup Documents - Reporting Requirements - Security Profiles)
Performed as an