شفودن مهمد

• Enterprise Application Management: Oversaw the deployment, monitoring, and continuous operation of ERP systems (Microsoft Dynamics 365 & Odoo) to ensure high availability and operational efficiency.
• Application Enhancements & Integration: Led the development of an integrated CRM solution using C# and .NET, reducing manual errors by 80% and enhancing customer engagement.
• Incident & Performance Optimization: Implemented automation scripts and monitoring tools for proactive incident detection, resulting in a 70% reduction in downtime.
• Disaster Recovery & Security: Optimized cloud-based disaster recovery strategies and enhanced application security through multi-factor authentication and access controls.
• Stakeholder Collaboration: Coordinated with IT, development, and business teams to streamline application upgrades and integrations (e.g., UPI payment solutions).

• Application Support & Operations: Managed the operation and
maintenance of business-critical applications across multiple
locations, achieving 99% system uptime.
• Incident & Service Desk Management: Established an IT
Service Desk with robust incident management processes, ensuring
timely support and resolution.
• Performance & Security Assessments: Conducted regular
health checks, vulnerability assessments, and performance
optimizations for enterprise applications.
• User Enablement: Delivered training on application usage and
cybersecurity best practices, improving overall system security and
user efficiency.

• Remote Application Support: Led a team in providing remote
support for enterprise applications, maintaining high customer
satisfaction scores.
• Automation & Process Improvement: Implemented automated
monitoring and security protocols, reducing incident resolution
time by 30%.
• Documentation & Knowledge Management: Developed
comprehensive operational documentation and a centralized
Knowledge Management System to improve incident response and
system understanding.