Senior Customer Support IT Manager
Oracle Egypt
Total years of experience :25 years, 2 Months
• Lead, motivate, manage and develop support system team, consistent with departmental policies.
• Analyze and assess the operational performance of the team through close supervision, effective communication and regular activity reporting.
• Make any necessary tactical changes to the operations in order to ensure that all service standards (including KPI’s and customer satisfaction targets) are met.
• Manage the quality and calls handling and ensure feedback is provided on their performance and agree development plans.
• Contribute to managing departmental costs within predetermined authority levels and limits.
• Lead the department projects in relation to new improvements to processes, system development and efficiency
• Manage the recruitment, training and retention of competent team staff, capable of delivering the standard of work required, based upon analysis of varying workloads.
• Plan the departmental needs in terms of recruitment, process changes and systems enhancements with core focus on improving efficiency and service delivery.
• Assist in creation the required management strategies to comply with the company’s improvement and future needs, and to ensure suitable solutions beforehand.
• Create policies and procedures to ensure smooth workflow and the continuity of teamwork concept between team and others.
• Develop team, asses their performance, recommend team members for courses.
• Monitor daily work activities performance and accordingly recommend courses of action to improve performance and enhance efficiency based on developing various functional and performance reports.
• Ensure customer satisfaction by establishing methods, processes, and metrics.
• Ensure high quality levels in both services and staff.
• Evaluate team member performance by applying appraisals performance system.
• Resolve team members conflicts, take the appropriate actions
As system analyst
• Responsible for gathering and document requirements from systems users.
• Perform analysis, design specifications, testing scenarios, and documentation as required.
• Investigate, evaluate and recommend decision support and knowledge repository tools.
• Identify, acquire, and integrate information from multiple sources into the decision support tools suite.
As team leader
• Supervise or manage a group of web application developer team members.
• Audit resource, time commitments, review group members and develop training plans.
• Assign tasks for team member.
• Responsible for helping the team to resolve their tasks problems.
• Evaluate team member performance.
• Developing team member IT technical skills.
• Assign training courses and schedule for each member.
• Lead technical implementation of one or more projects.
• Identify business problem areas, and propose IT solutions as required.
• Coordinate with departments and individuals to explain programs
Systems and responsibilities for functions and different phases of implementation.
• Understand business focus and directions and to introduce new technology or new methods of deploying technology to enhance current business or create new business models e.g. Internet-based applications and e-business model.
• Ensure adherence of standards for infrastructure, hardware, software and security policies.
• Assign and review the work of systems analysts, programmers, and other computer-related workers.
• Review project plans to plan and coordinate project activity.
• Establish training programs for other departments in computer systems and technology.
• To make active consultation with the Top and senior management to discuss new ideas and projects, well suited for the company.
* Coca Cola Egypt
Management and Information System Department (MIS)
1. Site MIS Administrator: Administrating of the following:
1. Database: Administration of Oracle database server 7.3.4 on Windows NT 4.0 on IBM Netfinity 7000.
2. Application: Support of Oracle Financials Applications 10.7 SC161 (OE/AR/INV/GL/AP).
3. Network: Administration of Windows NT 4.0 on IBM Netfinity 7000.
4. Hardware: Solving workstations and printers problems.
2. Oracle Developer:
1. Developing reports using Oracle Report Designer (Developer 2000).
2. Oracle Tools (SQL*Plus, Browser, Discoverer).
3. Developing system to upload customer’s information to Oracle Financials applications (AR) through interfaces table. The system is developed by MS-access 2000 using ODBC to connect Oracle database tables.
3. Assistant Project Manager: Successful implementation for oracle financials applications for Semoha Depot.
4. System Analyst:
1. Customize Account Generator for Oracle Financial Applications 11i using Workflow Builder.
2. Developing statistics system program for Sales department:
2.1. Collect data and user requirements.
2.2. Analyze and design the computer-based application system.
2.3. Design and write the program using Form Builder 5.0.
2.4. Document, explain and write guides for the system.
2.5. Revise, maintain and develop the system.
2.6. Train end users on how to use the system.
2.7. Develop and maintain system reports.
