Maintained Applications availability in theCloud.‣ Performed all possible technicaltroubleshooting steps across the whole service(cloud infrastructure, virtual machines, andback-end systems) to identify and solve theissues and fulfill service requests.• Prioritized and managed several open cases atone time based on agreed Service Levels• Migrated successfully in-house legacyapplications to the cloud• Developed scripts to automate systemactivities.Ensuring application availability to meet SLA target.• Handle, diagnose and route in real time incoming tickets.• Responsible for 2nd level technical support and escalations.• Incident management of Internal and customers platforms, applications, services• Develop monitoring scripts to monitor application, system performance and data availability.• Assist in application maintenance operations to ensure service continuity.• Communicate planned/unplanned outages to end-users.• Provide administration services on applications.• Provide workarounds for major issues until a permanent fix is delivered.• Participate in the UAT testing for any bugs/new application features.• Automate team's repetitive tasks.• Operation and level 2 support of Solaris, Redhat, Windows 2000, Windows 2003 and Windows 2008 Operating system.• Operation and level 2 support of Apache, iPlanrt, IIS, Tomcat, WebLogic, JBoss, WebSphere web and application servers.• Hardware support of platforms in cooperation with vendors.• Deploying Patches of platforms, applications, and services.• Performing changes on existing platforms and services.• Providing incident management out of business hours based on on-call plan.• Populating the configuration management tool; 2IM, with devices’ data.

Monitoring and Managing systems alarms for all IT Infrastructure Nodes and Databases to maintain high systems availability and reachability to meet Business KPIs• 24×7 proactive monitoring software• Provide front-line call support for Technical support• Participate in after-hour coverage late nights or early mornings and weekends• Address Client inquiries and coordinate resolutions• Drive escalations with the tier 2 support to ensure timely resolution and service restoral• Manage Service Tickets from inception to completion

• Remotely resolve issues and install software via Remote Desktop Connection, Windows Remote Assistance, Lync, dame ware and Microsoft configuration manager.• Isolate employees problem and handle escalations to appropriate support team level.• Provided user technological support for computer and LAN related issues•Troubleshooting all kinds of IT problems that users may face to avoid business impact.•Handling IT service desk mailbox and user’s requests.•Handling requests related to DHCP server.•Deals with about 50 applications and supports all Etisalat employees.•Support Etisalat call center, stores and remote sites.•Responsible for accounts management role for all Etisalat internal systems as following:-1. Active directory: Creating new users’ accounts, Modify current accounts.2. Creating new users’ accounts for Etisalat internal systems which being used by retail staff, customer care agents, engineers and other applications used by the internal staff• Monitored and responded phone and e-mail requests for technical support• Maintained Help Desk specific applications and assisted in refining procedures•Working under oracle application CRM (customer relationship manager).•Working under oracle application ERP (Enterprise resource planning).• Follow up on user’s technical cases and provide feedback .Assist users to diagnose and solve data communication problems.•Working under oracle application CRM (customer relationship manager).•Resolve user’s complaints and problems.•Follow up with Users.

Working as a Technical Support Engineer in EtisalatMisr MISP for troubleshooting 2G/3G and Mobile Data And ADSL-networks problems, performing these duties: • Handle daily ADSL & Mobile Data customer problems/requests.• Running First level troubleshooting steps.• Isolate customer problem and handle escalations to appropriate support team level.•Troubleshooting the Network over the phone For ADSL problems.•Troubleshooting the Network over the phone For Mobile Data Problems.•Working under oracle application CRM (customer relationship manager).• Follow up on customer technical cases and provide feedback .Assist users to diagnose and •solve data communication problems.•Troubleshooting the Network over the phone (DSL problems: ADSL&SDSL).•Working under oracle application CRM (customer relationship manager).•Resolve customer's complaints and problems.•Observing the agents, solve all kind of problems facing the agents or the work.•Follow Up With Customers.