Antwan Adel Email & Phone Number

Egypt

 Managing Tier 1, Tier 2 and Tier 3 support teams. Develop process for project handover from delivery team. Work with quality assurance team to develop and enhance support audit and customer satisfaction survey. Evaluate and analyze support system case trends to prevent future issues. Define action and work plans to address the issues. Formulate a problem solving and decision-making approach to handle issues for a given project. Classify change requests according to business guidelines and service-level agreements. Evaluate the costs and benefits of implementing changes against the current system. Schedule change analysis in accordance with business down periods and periods of business-critical activities. Manage and support several projects with different scopes at the same time. Confirm Service Level Agreements (SLA) with users, which includes the level of application support maintenance. Create documentation of the support services to be delivered based on each application’s functionality. Define criteria and procedures for services development, implementation, testing and acceptance with the service provider. Formulate a problem solving and decision-making approach to handle issues for a given project. Lead and oversee the development level of each team member. Monitor and review service levels.

 Leading the support of the current live websites along with creating new modules and Services. Communicate, track and monitor development and support activities to make sure that projects are delivered on time with high quality. Conduct Requirements review, code review for developers and create high- & low-level design for the application architecture. Fully resolve technical issues including security, performance and functionality issues. And resolve production problems and software release issues Report and project status and progress to the Project Manager Deploy the application on the customer side, and conduct training on the application to the customer and prepare recorded or documented tutorials for it. Ensure alignment with the organization's vision and values (DM Summit, Regional Meeting, Management Meetings, and Training).

9 Month Diploma, Computer Software Engineering

Bachelor'S Degree, Computer Science, Good

Secondary School, Mathematics