Moath Hamad

• Lead technical support operations for key clients, ensuring high availability and stability of
AML systems.
• Act as primary escalation point for complex issues, coordinating with development and
product teams.
• Mentor and guide junior support engineers, reviewing cases and ensuring best practices in
troubleshooting.
• Oversee critical upgrades, patches, and deployments in UAT and production environments.
• Support project delivery by validating configurations, managing CRs, and monitoring
system performance.
• Strengthen customer relationships by providing proactive communication and technical
consultation.

• Installed, upgraded, and configured AML solutions on customer UAT and production
servers.
• Managed batches, builds, and change requests with internal teams and customers.
• Documented and escalated system issues through ticketing tools, ensuring timely
resolution.
• Monitored customer satisfaction, proactively contacting clients to address concerns.
• Prepared technical reports and feedback for management to improve AML product
performance.
• Ensured compliance by updating system rules in line with central bank AML regulations.

• Provided L1 and L2 support, troubleshooting customer issues across applications and
databases.
• Used SQL queries to identify and resolve database problems.
• Installed and configured Windows Server 2016 and Red Hat Linux 8 environments in VMs.
• Delivered software patches and configuration updates to enhance performance.
• Interacted with clients directly to resolve technical questions and improve service
delivery.
• Worked with internal teams using TFS to track bugs and coordinate fixes.
• Packaged and distributed builds via FTP, ensuring secure delivery to clients.