CERTIFICATIONS

• MCP – MICROSOFT CERTIFIED PROFESSIONAL

• MCTS – MICROSOFT CERTIFIED TECHNOLOGY

SPECIALIST: WINDOWS APPLICATIONS

• MCTS – MICROSOFT CERTIFIED TECHNOLOGY

SPECIALIST: WEB APPLICATIONS

• MCPD – MICROSOFT CERTIFIED PROFESSIONAL

DEVELOPER

EXPERIENCE

SENIOR SITE RELIABILITY ENGINEER AT REVENUE

SOLUTIONS INC (RSI)

AUGUST 2020-PRESENT, 40 HRS

I have the following responsibilities: CI/CD Build and Deployment with Azure DevOps and Pipe Lines. Provide Support for Production Applications and Services (Core and third parties) • Toil Automation using PowerShell scripting and other available tools • Microsoft SQLServer Database Administration tasks • Install and configure new environments in Azure cloud servers to accommodate different teams’ requirements • Coordinate and collaborate with different teams to resolve issues • Participate in daily scrum calls and work assignments.

SITE RELIABILITY ENGINEER AT SAMBA SAFETY

AUGUST 2019 – AUGUST 2020, 40 HRS

I had the following responsibilities: Deployed and scaled IIS services, microservice to company’s AWS servers • Deployed and maintained Cloud rabbit MQ queues • Maintained, tuned, and improved the performance of the company’s databases (SQL Server, Postgres) • Used monitoring tools: Dynatrace, Loggly, Solarwinds, and paper trial to monitor production servers, services, databases, and applications • Worked on Apache Nifi data routing flows and processors configuration • CI/CD using a mix of Jinkens and Octopus Deploy to automate deployments to production • Configured, maintained, and secured BitBucket Config Repos • Deployed and maintained Rabbit MQ queues on cloud MQ • Changed control management procedures • Maintained and secured configuration changes using BitBucket Config Repo • As a member of the DevOps team, contributed to building company new environments in Pivotal Cloud Foundry

(Now VMWare Tanzu) using Terraform • Worked with developers, IT personnel, product managers and other parties to ensure AHMED LOTFY

SENIOR SITE RELIABILITY ENGINEER

PROFILE

I have more than 15 years of

experience in IT with extensive

work in technical support, DevOps,

and reliability engineering. I also

have experience in cloud

computing, project management,

and database management and

security. In all of my roles both

previous and current, I worked as

a member of a team or across

multiple teams to troubleshoot

and improve the end product. I

work very well as a member of a

team, but I also work well

independently. I am able to

effectively communicate orally

and in writing across teams and

with various stakeholders in order

to achieve the task.

CONTACT

adhsdm@r.postjobfree.com

https://www.linkedin.com/in/ahm

edlotfymohamed/

916-***-****

8205 Burloak Way

Elk Grove, California 95758

TECHNOLOGY

SQL • Java • HTML • XML • JSON •

Apache • RABBITMQ • CMD •

AutoIt • Windows services •

Oracle and MySql DB • Visio • MS-

Office package • Smart Sheet •

Easy projects • Development

tracking • Ticket tracking systems

2

AHMED LOTFY

SENIOR SITE RELIABILITY ENGINEER

availability and quality of services • Incident and issues triage and management • Scaled services to meet SLO and SLA targets • Found root cause for production issues, managed and resolved incidents while keeping stakeholders updated • Worked with third party consultants when needed • Bridged between operation and development • On-call, overnight and weekend support • Conducted meetings with customer success managers, developers to triage and resolved production issues to ensure customer satisfaction. •SQL Server database administration: Backup and restore, Queries tuning, scaled AWS RDS server to meet demand, monitor transactions for anomalies and resolve blocks and deadlocks • Managed small projects that required collaboration between different departments, resources, SMEs APPLICATION SUPPORT ENGINEER /DEVOPS

ENGINEER AT SAMBA SAFETY

SEPTEMBER 2018 – AUGUST 2019, 40 HRS

I had the following responsibilities: Provided developer-level Tier 3 support for various Driver Monitoring and Motor Vehicle Records applications and APIs • Troubleshot and analyzed issues related to the software and AWS databases (SSQL Server, Postgres) • Reproduced issues and tested solutions and workarounds • Determined best course of action including escalating urgent issues to developers • Developed/coordinated workarounds for issues while lasting solution was in production • Facilitated daily team meetings to triage issues • Worked with internal ticketing system Cloud Jira to log and track identified issues and progress of fixes and DEVOPS tasks • Communicated directly with developers so issues and bugs are resolved quickly Conduct • Triaged calls with customer success managers to facilitate communication and escalations. • Performed Microsoft SQL Server database administration tasks including but not limited to, performance tuning and optimization for multi TB databases, back end updating, debugging database issue on live data, deploying procedures updates, managing desk space, and periodic DB size management.

TECHNICAL ACCOUNT MANAGER AT RETAIL PRO

INTERNATIONAL, LLC

APRIL 2017 – SEPTEMBER 2018, 40 HRS

Worked in the RetailPro Professional Services department • Worked closely with Support Plus account customers to customize Retail Pro POS system software to fit their business needs • Worked with Retail Pro Custom Developers to customize software to fit client's business needs • Performed UAT and QA testing to 3

AHMED LOTFY

SENIOR SITE RELIABILITY ENGINEER

make sure software matches customer requirements and is free of bugs • Reproduced and documented bugs and submitted them to developers for fixing. • Helped developers reproduce issues and provided detailed explanation and steps to replicate bugs • Performed regression testing and tested scripts • Provided customer with installations and patches • Helped customers and business partners deploy the Retail software and upgrade it • Provided solutions for issues that may come up during deployment • Created statement of work for customer-required changes and work with developers to estimate time and cost • Helped developers create environments that matches customer environment in order to reproduce bugs and provide fixes to the customer • Provided customer onsite technicians with steps to resolve issues and steps for reproducible bugs and workarounds for those bugs • Conducted meetings with customers and technicians to discuss issues with the software and the owners of these issues and follow up with each • Escalated critical issues and bugs internally to higher management to guarantee immediate fixes. Found root cause for issues, determined if the issue is Core bug, custom bug, configuration issue or environment configuration issue • Helped customers plan deployments architecture using Visio and other tools and coordinated with Retailpro business partners for successful implementation • Performed hyper care and followed up with technical teams to confirm the stability of implementations and success of the product • Researched and found solutions for new issues document solutions and share with other teams • Did onsite visits and meetings.

SENIOR TECHNICAL SUPPORT ENGINEER AT RETAIL

PRO INTERNATIONAL

APRIL 2013 – APRIL 2017, 40 HRS

Provided developer level Tier 3 support for Retail Pro point-of-sale software for both domestic and international clients • Handled service calls with professionalism and courtesy • Analyzed issues to determine the best solutions and workarounds • Worked with 1st and 2nd Tier technicians to provide solutions for customers • Installed Retail Pro software and trained customers on use of software • Documented customer issues and solutions to issues using TechExcel and DevTrack ticketing and tracking systems • Triaged issues according to severity to ensure efficiency and productivity • Consistently at or above quota for issues resolved per day • Tested current and new versions of software for bugs and performance issues, includes use of Virtual Machine software

• Provided overnight and on-call technical support • Managed multiple issues and tasks at once • Collaborated with fellow 4

AHMED LOTFY

SENIOR SITE RELIABILITY ENGINEER

engineers, programmers, developers, and technicians to ensure quality and functionality of all company products and add-ins • Documented steps for bug reproducing • Created system environments to help developers reproduce and fix bugs. • Communicated with business partners and resolve their issue • Escalated critical issues to management for expedited fixes • Troubleshoot data specific issues and used XMLs to match data SOFTWARE INSTALLER-TRAINER AT ADVANCED

COMPUTER TECHNOLOGY

JANUARY 2012 - JULY 2012, 40HRS

Primary responsibilities included installing Micros Fidelio Programs (Opera Resort Edition) and training hotel staff and management on using the program • Provided troubleshooting and technical support for clients • Tested software for compatibility • Received calls from customers and doing technical support over the phone (hotel staff) • Travelled to hotel site to provide technical support and training for newly opened hotels • Conducted Opera Resort Edition software training for Tourism University Faculty • Reported daily progress to line manager • Escalated unsolved problems to Micros Fidelio Germany • Registered tickets from customers through company's ticketing system • Following up with customer to guarantee satisfaction. CUSTOMER SUPPORT AT HSBC

AUGUST 2010 - JANUARY 2012, 40HRS

Worked as a customer support representative for HSBC's credit card and phone banking division call center • Conducted over-the- phone verification for customers (High Risk – Medium – Low) • Performed over-the-phone banking tasks including money transfers, loan and credit card payments, account servicing, and opening new accounts • Marketed new products and followed up with sales leads targeting both new and existing customers • Average of 50 – 80 Calls per day 9 hours /45 hours per week • Provided Support and service to during various shifts (day – night

– overnight) • Cross-sold for bank products • Took customer complaints and registered them on the complaint management system, then submitted them to the appropriate department of the bank • Contacted customers regarding their complaints and informing them of the result received from the responsible department • Resolved complaints through applying first call resolution methods • Replacing credit cards in case of lost or stolen or fraud detection • Conducted Telegraphic transfers over the phone • Mentored newly hired agents and provided them with advice and support • Reported system issues to direct 5

AHMED LOTFY

SENIOR SITE RELIABILITY ENGINEER

manager and raised tickets regarding these issues • Contacted branches and branch managers regarding customer problems that need an immediate branch response • Handled angry customers respectfully and sympathetically to resolved their problems.

SOFTWARE INSTRUCTOR AT NEW HORIZONS

COMPUTER LEARNING CENTERS

APRIL 2009 - JULY 2009, 40HRS

Worked as Software instructor at the DLO project (Developing learning objects) a project incorporation with Microsoft • Taught software training courses for high school teachers • Made sure they can develop teaching aids using Microsoft Office 2007 and VB • Took attendance as well as collected and submitted projects from the trainees • Made sure the objective of the project is reached.

SOFTWARE INSTRUCTOR AT SYNERGY PROFESSIONAL

SERVICES

NOVEMBER 2008 - APRIL 2009, 40HRS

Worked as a part-time instructor at Synergy professional services branch in Fayoum, Egypt • Taught software courses • Prepared materials for students • Followed up on students’ progress • Prepared students for exams • Made sure all student can apply what they learned on their PCs.

INDEPENDENT COMPUTER TECHNICIAN AND

SOFTWARE INSTALLER

JANUARY 2002 - JANUARY 2009, 40HRS

Primary responsibilities included repairing desktop and laptop PC hardware for a variety of brands • Performed troubleshooting and repair of various hardware and software issues • Installed Windows OS • Scanned computers for viruses, repaired damage, installed virus protection software, and optimized firewall and software settings • Installed and/or upgrading hardware components • Backed up systems and performed system restores

• Made house-calls to service computers and optimize computer performance • Daily Store management (paying government obligations, rent & bills, arranging and cleaning store, hiring employees, closing store tilde, doing minor repairs and toner changes for store copy machine )

EDUCATION

CERTIFICATE IN INFORMATION TECHNOLOGY

6

AHMED LOTFY

SENIOR SITE RELIABILITY ENGINEER

AMERICAN RIVER COLLEGE: SACRAMENTO, CALIFORNIA

2009 – 2001

BACHELORS IN ARTS IN ACCOUNTING

CAIRO UNIVERSITY: FAYOUM, EGYPT

2002 - 2006

TECHNOLOGY PROFICIENCY

SQL queries

Java

HTML

XML

JSON

Apache

RABBITMQ

CMD, AutoIt

Windows services

Oracle and MySql DB troubleshooting and BKBs

Visio

MS-Office package, Smart Sheet, Easy projects, Development tracking, Ticket tracking systems

Contact this candidate