Technical Support Engineer

Shaimaa Elsayed

Technical Support Engineer

*******.******.**@*****.*** • 312-***-****

http://linkedin.com/in/shaimaa-elsayed-859b79b3 • Dublin, CA

Passionate, goal-driven technical engineer with a progressive career in providing database support. Proven history of exceeding expectations as a team leader and customer liaison. Enthusiastic professional excels at building client/server applications and environments with demonstrated expertise in Analytics, Big data, Data Engineering, and Data Infrastructure. Exceptional project planning, cross-functional department coordination, and team management acumen. Critical thinker adept at meeting project deliverables with SLAs within a defined timeline. Excellent skill as a leader and independent contributor with a history of standout performance in contributing to business growth. Eager to leverage skills and experience to provide data support.

Technical Proficiencies

Platforms:

Linux, Windows, macOS

Tools:

Software:

Microsoft Azure, Amazon Web Services (AWS), Google Cloud Platform (GCP), Spreadsheet

RDMS, Microsoft SQL, SQL, Oracle Database, NoSQL Apache Spark, Scala, Apache, Hive, MongoDB, HBase, Apache Kafka, Apache Flume & Pig, Python, R, Tableau.

Areas of Expertise

Database Support

Data Analysis

Data Visualization

Data Engineering

Software Testing

Root Cause Analysis

Big Data Solution

People Management

Troubleshooting

Policies & Procedures Documentation

ETL Pipeline Development

AWS Data Technologies

Professional Experience

TEA Computers, Egypt 2004 – 2017

Team Leader - Technical Support Engineer

Spearheaded a team of around 10 engineers and provided software research, testing, and suggestions. Resolved clients’ queries and inquiries within the pre-defined service level’s timeframe. Enhanced support policies and procedures documentation. Ensured project deliverables surpassed the expectations of SLAs (Service Level Agreements) by mentoring junior staff in all aspects of application support. Offered technical support training to other team members. Identified functional requirements and technical specifications by evaluating and troubleshooting the problem explanations. Resolved technical issues by deploying software, including document management systems. Established quality assurance testing for new software releases. Analyzed and manipulated extensive data sets in SQL database to develop reports. Comprehended client’s project objectives, processes, and solution requirements. Developed knowledge about coding standards, application processes, and performance standards. Collaborated with subject matter experts and stakeholders for project work groups to identify data specific requirements. Drafted critical SQL queries and saved procedures for data extraction from relational database.

●Sharpened skill set of team members from basic customer support to software testing, fixing, debugging, and new feature execution.

●Expanded team from six members to 10.

●Fostered relations with the company’s C-suite leaders, QA, and development teams.

●Discovered new and existing methods and technologies.

Education

B.Sc. in Computer Science

Helwan University, Egypt

Certifications

Google Data Analytics Professional Certificate, Aug 2023

Post Graduate Data Engineering, Purdue University, Nov 2022

Python for Data Science, IBM, Aug 2021

Big Data for Data Engineering, IBM, Jul 2021

SQL Training, Simplilearn, Aug 2021

Big Data for Data Engineering, Simplilearn, July 2021

Front-End Web UI Frameworks and Tools. HTML, CSS and JavaScript Coursera, July 2017

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