Mohamed Moustafa Mortada Email & Phone Number

Abu Dhabi, United Arab Emirates

My Principal Duties and Responsibilities include the following:-•Implementing, configuring and supporting of Smart Fueling applications such as Wincor Nixdorf NAMOS application on Back office PC for ADNOC petrol stations.•Implementing, configuring and supporting of Sales & Payments applications such as Wincor Nixdorf NAMOS application on Point-of-Sale PC for ADNOC petrol stations inside C-Store ADNOC OASIS.•Manage & configure Smart fueling Station, Point-of-Sale devices and Potable Payment devices.•Implementing and updating applications such as Wincor Nixdorf NAMOS application on BO & POS PCs to the new version.•Responsible for updating packages for DIPT devices.•Responsible for updating packages for Verifone Devices like PPT and IPT.•Responsible for updating packages for HHT device; for inventory checking.•Installing, configuring and supporting payment Devices (Contactless cards, Bank Cards, RFID Tokens).•Installing, configuring and supporting RFID devices.•Staff, Administrators Training and creating procedural documents.•24-hour site supporting.•Implementation of External Payment Interface (EPI) web-based application.•Level 2 Support- Dealing with Escalations, troubleshooting and bug reporting.•Providing first point of contact, provide technical support to end-user as per IT related issues.•Resolving L1 and L2 tickets remotely, onsite within agreed SLA time frames and ensure timely update on ticket for issues related to cash payment, card payment and mobile app payment.•Windows OS Installations, Troubleshooting, Performance tuning, Monitoring, Applying service pack, Installations of Printers and scanners and Windows updates.•Query reading, compiling and database management of MS-SQL Server Administration.•Monitor SQL replications and database performance.•Responsible for Managing Domain, Networking, Antivirus and Active directory.•Taking Acronis Image Backup and recovery.

Kuwait

My Principal Duties and Responsibilities include the following:-•Very Good knowledge of the telecom architecture with the applications running it.•Very Good Knowledge of BMC Remedy ticketing.•Escalation of Customer tickets that we daily receive it from Helpdesk team that they cannot resolve it from there side.•Identifying recurring problems with bundles/promotions and escalating to the correct teams.•Escalation of SD tickets for any application issues belong to the BO.•Very good follow up with back office and escalation procedure for any Major/Critical issues.•Identifying of Critical, Major & Minor issues, contacting the applications owner, and escalating accordingly.•Use of Netboss to monitor IT&VAS nodes if there is any alarm affecting any system then escalate it accordingly.•Monitoring of IN nodes and identifying the critical files not reaching certain nodes.•Monitoring of all the HUSI tickets that related to any activity to update, upgrade, or roll back the system at any time, also monitoring all the alarms for this activity.•Monitoring RAS (Retail Access System) Siebel transactions like orders that being stuck as (submitted & failed) and contacting all downstream system owner to resolve those orders.•Use of Ericsson BSCS system for mediation and provisioning and Billing teams.•Use of Ericsson CSAT system for IN Charging system team to identify issues with lines (Offers, validity, dedicated accounts, balance, UT, data usage) also Read & Analyze successful CDRs.•Use of Matrix system for to check Digital Prepaid lines issues as (Package, balance, validity and Activation/Renewal transactions).•Use of Huawei HLR (HSS) to check MSISDN number profiles.•Use of NPG/MNP (Mobile Number Portability) and NMS systems for port in/out customers.•Tools worked upon SQL, BMC Remedy, RAS, BSCS, Graphical User Interface, ESM, CSAT. •Work involves daily routine health checkup, preventive maintenance activity, traffic analysis, day-to-day connectivity issues.

Kuwait

My Principal Duties and Responsibilities include the following:-•Service Operation Center monitoring for IT&VAS.•Very Good Knowledge of BMC Remedy ticketing.•Very Good knowledge of OWS (Huawei Ticketing follow-up System).•Escalation of Customer tickets that we daily receive it from Helpdesk team that they cannot resolve it from there side.•Escalation of SD tickets for any issues in the applications of the back-office.•Very good follow-up with back-office and escalation procedure of any major issues.•Identifying of (Critical P1), (Major P2), (Minor P3) issues, contacting the applications owner, and escalating accordingly.•Monitoring of ISP bandwidth utilized•Monitoring RAS (Retail Access System) Siebel transactions•Use of MINSAT for IN Charging system, Use of BSCS for provisioning and Billing•Use of HLR (HSS) to check MSISDN profiles•Use of NPG and NMS systems for port-in and port-out customers•24/7 operations, First/Second level support in provide technical supports for Extreme Switches, Firewalls, DNS and Radius server nodes.•Tools worked upon SQL, BMC Remedy, RAS, BSCS, Graphical User Interface, ESM, MBC/IN/MINSAT, PUTTY and Huawei U2000. •Work involves daily routine health checkup, preventive maintenance activity, traffic analysis, day-to-day connectivity issues.

Kuwait

My Principal Duties and Responsibilities include the following:-1. Tendering: A- Provide support for tender specification analysis and proposal presentation, through customer discussions & feedback on past technical experience and applicable Terms& ConditionsB- Provide cost estimates of all activities related to local operations (manpower, logistics, electronics and communications materials, etc...).2. Technically: Installation, programming, commissioning and maintenance of the most modern Traffic Signal, Controllers, Loops cables, virtual cameras detectors, radars and wireless communication equipment installations.

Kuwait

My Principal Duties and Responsibilities include the following:-• Responsible for incident investigation, diagnosis and recovery within the defined service levels.• Replaces defective or inadequate software packages.• Provides timely, accurate and unambiguous updates to the ticketing system.• Provide the support required closing service events promptly, within the SLA and to the satisfaction of the customer, Provide updates as required by Service Desk.• Installs, modifies and makes minor repairs to personal computer hardware and software systems. Investigates and resolves software and hardware problems of computer users and provides technical assistance and training to system users.• Coordinates activities with help desk, network services, or other information systems groups.• Refers major hardware problems to service personnel for correction.• Answers, evaluates, and prioritizes incoming Remedy Tickets, telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with software and computer-related problems.• Installs personal computers, software, and peripheral equipment.• Prepares standard statistical reports, such as helpdesk incident reports.• Attends meetings and seminars to obtain information useful to technical training staff and to inform management of technical programs and goals.• Responds to user inquiries concerning systems operations and diagnose system hardware software, and operator problems; collects information about problem and leads user through diagnostic procedures to determine source of error; determines whether problem is caused by hardware or software.• Oversee the change management and release management processes, maintain change, and release process documentation.• Uses the appropriate operating systems, hardware, tools and/or paper documents to maintain the configuration management system, including the configuration management database (CMDB).

Kuwait

Kuwait

My duties include the following:• Troubleshooting and Configuring variety of computer issues. • Installing hardware drivers and software programs.• Installing and troubleshooting Windows (XP, Vista, 7, 8 , 8.1, server 2012).• Installing and troubleshooting Microsoft Office (2007, 2010, 2013).• Knowledge in network client configuration (NIC, TCP/IP, DNS, DHCP, etc...).• Offering technical support on site, via phone and email.

Bachelor'S Degree, Electrical, Electronics And Communications Engineering, 2.6

Activities and Societies: I had a social activity in IET "The Institution of Engineering and Technology" as a volunteer during.

High School, General Studies, 80%