Customer Service Support

MOHAMMED MOSTAFA

Faisal, Al Jizah, Cairo, Egypt Phone +20-111*******

*****************@*****.*** · https://www.linkedin.com/in/mohammed-mostafa-a8612233

I am Over 10 years of Experience in the IT field, BSc. In Computer Science MCIT (Software Development & Programming Tools) Certificate Expert Administration and troubleshooting skills for all Microsoft operating systems and Windows Server products.

Exceptional technical education: consistently keeping current with emerging network technologies.

Responsible for the technical issues for mission critical enterprise systems to give highest level of performance, backup and recovery, Identifies methods, solutions.

Provide a high level of service to the customers of the departments.

Oracle Administration as Apps DBA, DBA, Keep application high availability, best performance, backup and recovery, patching Application and Database, maintenance Application and Database, capacity Planner, Application System Administration.

EXPERIENCE

2010 – 2020

ORACLE APPS DBA, DBA, Acrow Misr

Oracle (E.B.S) Apps DBA, DBA, Linux, Unix, AIX Administrator and other duties like:

Install Oracle applications R12 on (Linux – Unix Sun Solaris).

Install and Support Oracle Linux Red hat Server.

Install and Support Solaris (UNIX 10, 11) Servers.

Support AIX Administration.

APPS DBA support for Oracle application R12.1.

Cloning Oracle Applications using with Rapid Clone

Patching of Oracle Application and Database.

Working with the Development Team to fix the problems in Applications

Monitoring Health Check of servers by background process and by using OAM.

Managing 2 tier and single tier applications.

Manage all kind of instance type (TEST-DEV-PROD).

Gather statistics for expected extension.

Evaluate computer and data infrastructure and business grows need.

Backup & Recovery (Net Backup) and periodic data recovery tests.

24/7 Production Support, troubleshooting.

Manage space and storage of all databases & related products.

Manage user access privilege, data integrity, data security and controls.

Monitor performance and conduct database & applications tuning.

Responsible for problem escalation to Oracle Development team and third parties as appropriate.

Responsible for ensuring availability and performance of the databases that support the system.

Experience with planning and implementing Oracle updates and patching to include new major releases, patch set installations, and application of quarterly security patches.

Work with the team to ensure that the associated hardware resources allocated to the databases and to ensure high availability and optimum performance.

To pro-actively monitor the database systems to ensure secure services with minimum downtime.

Supporting Oracle software on client PCs.

Oracle Database 11g:

Install Oracle Databases on (Microsoft windows-Linux-Unix Sun Solaris).

Backup and Recovery Processes (RMAN).

Space Management (table space, undo segment), Monitoring (alert log, memory, CPU).

2017 – 2020

NETWORK AND SECURITY ADMINISTRATOR, Acrow Misr

Register new hosts

Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities.

Configure / add new services as necessary.

Administration of Cyberoam.

Administration of FortiGATE.

Windows Server 2003.

Administration of Antivirus Server (Kaspersky Endpoint Security).

Backup and Restore using Net-Backup.

Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities.

Configure / add new services as necessary.

2007 – 2015

TECHNICAL SUPPORT ENGINEER, Acrow Misr

IT Hardware Support

Coaching my colleagues.

End User Training.

Mobile Devices Support.

Provide professional, accurate and efficient support to all employees and my colleagues adhere to County standards.

Provide detailed problem resolutions, keep inventory current and respond to service requests as defined in the call tracking software.

Provide follow up and progress updates to the customer. Logs open ticket call progress in the tracking software on a daily basis.

Mentors and creates/provides training for new Desktop Technicians ensuring that they are familiar with various functions, duties, documentation and personnel to minimize interruptions to the users.

Identifies areas of efficiency deserving attention in the technical support.

Environment and consults with Section Supervisor as to how to build upon or repair situations.

Participates at group meetings by offering group members advice for resolving open calls.

Identifies issues from on-site customer visits or product usage and formalizes technical knowledge in the form of documentation

Telephone support

Respond to all escalations on a timely manner in line with the Incident Handling Policy.

Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents

Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.

Perform technical escalations in line with Incident Handling policy

Ensure incidents are routed to the proper next level/organization as part of the incident management process

Liaise with other relevant departments e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly

Maintain a good degree of technical knowledge of all Company Business Services IT services and applications.

Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.

Answer customer questions in person and via phone, advice user on appropriate action.

Installing and configuring computer hardware operating systems and applications.

Research questions using available information resources.

Troubleshoot mail.

Provide advanced support for microcomputers, workstations, platforms and Servers hardware.

Support for employees requiring help with technical issues.

Provide advanced support for microcomputer hardware platform, supported.

(Printers, photocopiers, scanners, structure cabling, switches, routers, etc.)

In addition, other hardware peripherals. Ability to configure and set up PC, Laptops and diagnose problems with hardware components, memory management and operating system for more than 9 Years.

Assist the team while working on Information Technology infrastructure development projects

Performs all other duties, tasks, and initiatives contributing to the success of the team.

Coordination with all IT suppliers to ensure better service delivery

Works with network group on standard determinations.

2006 – 2007

PROGRAMMER C#, SQL SERVER, Acrow Misr

Build a software under windows by SQL Server and C#.

EDUCATION

2005

BSC, Modern Academy in Maadi

Computer Science Major, With Good Degree.

SKILLS

Oracle ERP Managing Administration (Apps DBA, DBA).

Oracle Linux Red-Hat 5.5, 6 Install and Administrator.

Install and Support UNIX Sun Solaris (10, 11).

AIX Administration.

Net-Backup Administration.

Using RMAN. Managing Seagate Storage (NAS Storage).

Managing SUN ZFS Storage (San Storage)

OVM (Oracle Virtual Machine)

COURSES

CCNA (11-2019 – 01-2020) YAT Learning Center.

AIX Administration (02-2017) On Job Training.

OVM (Oracle Virtual Machine) (On Job Training-2015).

Managing SUN ZFS Storage (San Storage) (On Job Training-2015).

Sun Solaris UNIX 10, 11 (02-2014) Costume Course.

NetBackup (06-2014) On Job Training.

PMP (Project Management Professional) (06-2011) Costume Course.

Red Hat Linux Essentials (RH033) (02-2011) Linux Plus.

Oracle DBA (SQL, PL- SQL, OCA, OCP) (02-2010) E-Mack.

SELF-STUDY

Oracle Essentials.

Oracle Sys. Admin.

Oracle Install & Patch.

CERTIFICATES

MCP (Certified).

MCAD (Certified).

MCSD (Certified) (11-2006).

SOFT SKILLS TRAINING:

Communication Skills in (Dale Carnegie).

High Performance Teams (Team Work) in (Dale Carnegie).

Problem Solving & Decision Making in (Dale Carnegie).

Successful Public Speaking (Presentation Skills) in (Dale Carnegie).

World Class Customer Service (Customer Service) in (Dale Carnegie)..

Marketing and Advertising (Basic Marketing in (Dale Carnegie).

Time Management.

ACTIVITIES

Walking, Reading, Sometimes Workout, Professional Driving.

REFERENCE

References are available upon request.

Contact this candidate