Team Lead, Applications /Operations Support (B2C E-Receipt Project) | (Public Sector)

• Oct 2021 - Present

Senior Application Support Engineer

• Aug 2021 - Sep 2021

Senior System Administrator (B2B E-Invoicing Project) | (Public Sector)

• Nov 2020 - Aug 2021

- Provided 2nd line of support, understanding customer needs, follow-ups with ETA and taxpayers - Reproduced and resolved critical environment issues - Suggested and implemented support process optimizations - Production issues management by investigating and reporting the issues to the vendor - Tested the new application releases and confirm their functionalities - Tested the APIs of the solution to make sure they are working successfully through Postman - Attended triage call with ETA & Microsoft teams to define severity and priority for each defect - Managed daily Ad-hoc tasks when requested - Interacted and communicated with taxpayers to solve their issues - Managed internal support for InfoSec team related to penetration test - Worked with DevOps, infrastructure, Network and IT teams - Communicated with L1 to resolve taxpayers problems - Created reports and open investigations with Microsoft in any suspicious configurations / System Misbehavior - Worked on testing of the solution components, developed test cases - Identified performance acceptance and success criteria - Smoke tests the environments - Produced test summary report for review and publish to stakeholders - Engaged in planning, monitoring and control of testing activities and tasks - Managed daily testing activities within the test team and coordination with the development team - Collaborated with project teams on build management and continuous integration strategy - Tracked all bugs and communicated issues to ensure their resolution before production release - Engaged with business and development teams to understand product requirements Show less

Senior Business Operations

• May 2020 - Nov 2020

- Managed and supporting FawryPay merchants - Integrated with the new FawryPay merchants - Performed UAT for the FawryPay system and creating a test case document - Proposed solutions to overcome quality issues - Managed daily Ad-hoc tasks when requested - Supported the collection queue by handling collections inquires to meet requirements - Created a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner - Ensured Operations/Call Center/Technical staff alignment for any Product/Service delivery Show less

E-Commerce Cross Functional Coordinator

• Mar 2017 - May 2020

During the strategic e-commerce partnership between Jumia and Orange in Egypt, this function was created to appoint a facilitator who acts as a liaison between the two companies, thus working as a catalyst for immediate action with launching promotions, reporting, and paving the way to smooth and successful operations. - Coordinated a team of administrators to handle daily customer orders implementation and invoicing - Prepared systems of both companies for bulky merchandise promotions - Reconciled e-commerce reports of stock inventory - Updated management with products and SKU’s inventory status; on-hand, processing, sold, and returns statuses - Interface with marketing, finance, warehouses, and technology teams of both partners - Work towards tight deadlines to ensure launches are done properly on time with SKU’s specifications, imagery, links, and physical stock - Oversee issues with deliveries and returns - Run daily, weekly, and monthly reports to help management take immediate decisions when needed and to monitor the performance of the partnership - Efficiently coordinated warehouse logistics and maintaining accurate inventory control - I trained administrators team at Orange side in order to develop materials and daily orders invoicing process Show less

User Interface Designer

• Sep 2016 - Feb 2017

- Created designs and layouts for ROMEO’S website new pages and updates - Developed Wireframes and prototypes - Remotely collaborated with developers and business owners on regular basis - Created designs and layouts for ROMEO’S website new pages and updates - Developed Wireframes and prototypes - Remotely collaborated with developers and business owners on regular basis

Senior Customer Service Representative

• Jul 2016 - Sep 2016

- Managed the night shift which used to include emergencies and urgent operation cases - Managed assigned incoming calls effectively - Identified and assessed customer needs to achieve satisfaction - Handled complaints and provided appropriate solutions and alternatives within the time limits and followed up to ensure resolution - Managed the night shift which used to include emergencies and urgent operation cases - Managed assigned incoming calls effectively - Identified and assessed customer needs to achieve satisfaction - Handled complaints and provided appropriate solutions and alternatives within the time limits and followed up to ensure resolution