Application Support Head

• Jan 2018 - Present

• Manage team of 6 members consists of juniors, Seniors and team leaders • Follow Agile methodologies to manage Change requests that received from the client after Go-Live stage • Gathering client's requirements that raised by the client after implementation process • Writing BRD document to record client's needs • Attend retrospective meetings with technical team to negotiate the sprint plan • Send weekly and monthly reports to the top management • Schedule daily standup meetings to review daily tasks with the team • Communicate with the other technical teams to follow up the status of fixing bugs and new enhancements • Execute a daily report from the ticketing system to follow up the status of new tickets with support team • Do regular site visits to the customers to get better customer satisfaction • Build SLA to ensure issues will be solved within available timeframe that provided to the customer. • Schedule weekly meetings with the team to follow performance during the week and follow up over-due tickets Show less

Senior Application Support Specialist,

• Jan 2013 - Dec 2017

• Install and configure SQL server features • Review financial statements after data migration process • Create specific SQL queries to modify, remove and insert records in production DB that generated wrongly because of system's bug • Configure IIS features and apply SSL certificate to secure the web APP • Maintain three servers per each client (Application, Database and DR) • Configure different types of DB backup plans (Full, Differential and Transaction Log) • Entered comments to control system operation, verify functionality and detect errors. • Receiving customer's issue through ticketing system called “Kayako” and response within the timeframe • Classify the ticket based on its type and work on the issue until solving and finally communicate with the client to clarify the solution • Generate custom reports using SSRS and BI tools to build required reports received from the client. • Educated service users on new software updates and system capabilities. • Do reconciliation process with the client between financial statements and its related modules Show less

• Jan 2008 - Dec 2012

• Provide training to the client on standard excel sheets that will be used during data migration process• Do full data migration process for AR and AP modules using SQL scripts• Install and configure SQL server features• Create specific SQL queries to modify, remove and insert records in production DB that generated wrongly because of system's bug• Configure IIS features and apply SSL certificate to secure the web APP• Maintain three servers per each client (Application, Database and DR)• Configure different types of DB backup plans (Full, Differential and Transaction Log)• Followed user guides and technical manuals to complete skilled repairs.• Educated service users on new software updates and system capabilities.• Installed new hardware and software to meet system specifications and user needs.• Resolved service user requests within target timeframes.• Investigated reports of system errors to try to reproduce problems and trace faults. Show less

• Jan 2008 - Dec 2012

• Provide training to the client on standard excel sheets that will be used during data migration process• Do full data migration process for AR and AP modules using SQL scripts• Install and configure SQL server features• Create specific SQL queries to modify, remove and insert records in production DB that generated wrongly because of system's bug• Configure IIS features and apply SSL certificate to secure the web APP• Maintain three servers per each client (Application, Database and DR)• Configure different types of DB backup plans (Full, Differential and Transaction Log)• Followed user guides and technical manuals to complete skilled repairs.• Educated service users on new software updates and system capabilities.• Installed new hardware and software to meet system specifications and user needs.• Resolved service user requests within target timeframes.• Investigated reports of system errors to try to reproduce problems and trace faults. Show less