Senior support Engineer
Oracle
Total des années d'expérience :18 years, 1 Mois
(From 01-06-2015 till Present):
● Working as Bug Diagnostic Engineer (BDE) and Advanced Resolution Engineer (ARE) in Oracle Egypt Ltd (Oracle Software Support):
In addition to my Job role as Senior support Engineer working as a Tier1 Engineer Which involve work as Bug Diagnostic Engineer (BDE) and Advanced Resolution Engineer (ARE):
Handling the highly escalated Service Requests for the Top Account Customers and ensure to resolve the issues in a timely manner.
A Point of contact for the Support Engineers to handle stuck issues.
Screening the Suspected Bugs, Validating them and submit to the Base Development to produce the code fixes.
Preparing and providing several Training sessions to up skill Engineers and customers as well.
(From 01-02-2011 till 1-6-2015):
● Working as Senior Support Engineer in Oracle Egypt Ltd, The main role of my Job is to:
Troubleshoot complex problems requiring high level technical expertise and product knowledge.
Works directly with customers.
Participate in weekend rotation and shifts.
Actively share knowledge via Training sessions, Formal Mentoring, Creation/Review of Knowledge Repository Articles.
Consults with Management in directing resolution of critical Customer situations.
Consults with Customers on complex use of Oracle products.
Participates in initiatives that improve overall product and documentation quality.
Participates in product/platform testing.
Participates in Beta programs.
Serves as Situation Manager on highly sensitive proactive and reactive Customer issues.
Promotes the technical and professional development of others, i.e. mentoring others.
Proactively contribute to increasing the teams efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities.
(From 31-12-2007 till 31-Jan-2011):
●Working as a Database Administrator in Orange Business Services by performing several administrative tasks for oracle database on several environments (UNIX, Linux and Windows)
Installing Oracle Software.
Creating Databases Instances (normal databases and cluster databases (VERITAS)).
Performing upgrade tasks (versions, Patches).
Working on Backups and Recovery and Duplication with RMAN.
Performance tuning.
Installing Oracle 10g Grid (OMS and agent) on Solaris and Linux OS.
Installing RAC on Sun solaris server’s with Veritas FS.
Solving crash events at least times.
Work as effective team member in a teamwork.
Supporting 24×7 On-call for emergency cases.
Working under pressure.
●Working as a database administrator in Chemicals For Modern Buildings Group(C.M.B) by performing several administrative tasks for oracle database such as backup, recovery, tuning, maintenance and migration from 8i to 9i.
●Working as Assistant IT manager beside my work as DBA in Chemicals For Modern Buildings International (C.M.B.I) by performing managerial tasks concerning IT (01/08/2007 -30/12/2007).
●Working as system developer in Chemicals For Modern Buildings Group (C.M.B) and develop a complete ERP system for the Company.