Oracle Customer Service

Mostafa Abd Elsalam Mansy

****, ** **, *** ********, 6th October, Egypt

Tel.: +202-********

Mobile: +201**-*******

Email: **************@*******.***

PROFILE

Oracle Certified Expert with total experience of 11 years, providing Consulting and support services to the clients, aiming to create valuable services for current and potential clients while developing a promising consulting career .

Specialties: Consulting - Support - Accounting - Business processes analysis, Mapping and Modeling, Project Management.

Work EXPERIENCE

CallerReady

(10/2016 till now)

Customer Success Manager

o Recommend solutions to customer application questions with regard to setup and know-how issues.

o Resolving complex application technical issues through investigation and providing a walkthrough solution directly to the client via email, phone, and other electronic medium. o Ensure follow up with clients and provide seamless updates on open issues. o Share and spread knowledge throughout the support team and relevant areas. o Researches and resolves customer-reported issues related to the applications. o Gathers data, tests and replicates problems.

o Consults with and coordinates the efforts of other teams to resolve customer issues and questions in a timely manner.

o Analyze complex business/technical problems and deliver solutions in a proactive, self-directed manner

o Report product or solution problems to various escalation teams, and follow-up on resolution Oracle Egypt

(04/2007 Nov 2015)

Senior Support Engineer

Responsibilities:

o Provide customers with real time web-based and telephone support for Oracle Applications. o Effectively handle mission-critical situations and customer escalations. o Routinely act independently while researching and developing solutions for customer issues. o Work as part of a global Oracle Applications Support team to provide 24x7 worldwide support. o Maintaining close contact with our customers to provide excellent customer satisfaction. o Work closely with Oracle Development to diagnose bugs and provide solutions to customers. o Maintain an up-to-date and in-depth knowledge of new product releases. o Partner Oracle Development on product improvement programs such as beta programs. o Provide knowledge content for Oracle Customer Connection knowledge base. o Participated in ISO audit as an internal auditor. BIBLIOTHECA ALEXANDRINA

Feb2006 Until Mar 2007

Senior Application Consultant

Responsibilities:

o Maintaining product expertise in with ERP APPS team and coordination with other Departments o Leading responsible for the successful roll out of a new ERP system or a specific project involving deployment of new ERP modules.

o Evaluate or assess the changes in the system. lead a group of ERP analysts. Working towards, adopting and contributing to new processes and tools o Maintain an up-to-date and in-depth knowledge of new products released in the market for the given product area Applying the future needs of the business on oracle Application. o Resolving problems and managing system errors and usability throughout the Service Request o Contributing to Knowledge Management content creation and maintenance o Participating in Root Cause/Corrective Action defined within the product area in order to further enhance the Business experience and improve the Oracle product o Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related oracle products.

Ghabbour Automotive

NOV 2005 Until Feb2006

Oracle Application Consultant

Responsibilities:

o Planning for implementing Oracle Apps, Gap analysis where the legacy sys was BAAN, Change Management, Migration plan, Defined Testing scenarios, Prototype, UAT, User Training, Go Live support for 15 companies with different business activities. o Act as the design authority and owner for the application configuration. o Assist in the development of a comprehensive implementation plan. o Prepare documentation detailing the solution configuration. o Lead system reviews

o Optimize the system configuration per feedback.

o Develop and present follow on recommendations to help customers leverage their investment in the Product Lifecycle Management solution.

o Prepares weekly status reports on all project activities. o Ensure that project activities are providing clear value to customers Microtech

(FEB 2005 Until NOV 2005)

ERP Tester

o Working as Senior S/W Tester for ERP systems and responsible for the following:- o Preparing test documents for modules ( GL, AP, AR, AM )and test cases for new features / Releases

o Suggesting new amendments for the system to be applied with new releases o Train the Implementers for the new features /Enhancements. o Participated in CMMI certification review

EDUCATION

o Faculty of Commerce, Bachelor of Accounting. 2002 Alexandria University, Egypt o Attended Project Management for Professionals at RITI 2006 o MBA program (3nd semester ) at ESLSCA 2013 ( In Progress) o TRAINING & Certifications

o Implement Oracle Financials R11.

o Introduction to Oracle SQL 10g.

o Oracle 9i PL/SQL

o Oracle Forms6i Developer Certified Professional Preparation Course. o PeopleSoft Tools, GL Oracle Pleasanton California, USA o PeopleSoft Financial California, USA

o Oracle Hyperion Financial Management 11.1.2 installation and configuration o Oracle Hyperion Financial Management 11.1.2 create and manage apps o Oracle Fusion Fundamentals.

o PMP Exam Preparation .

o 7 Habits of Highly Effective People

o Communication for Impact

o Time Management

o Personal Leadership and Influence.

o Entrepreneurship TOT (Training of Trainers) InnovEgypt. o Customer Services Training

Awards

Oracle Pacesetter Award for Superior Customer Service.2014

Oracle Pacesetter Award for Superior Customer Service. 2012 Personal data

Date of Birth 20th Of December, 1980

Nationality Egyptian

Marital Status Married

Languages Arabic (Mother Tongue)

English (Very good Written & Spoken)

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