Hesham Sayed Email & Phone Number

Montserrat

-Providing 2nd line support for an E-payment solution,understanding customer needs, and follow-ups to solve application Incident and request from different department.-Application Administration: Deploy, configure, integrate, and test solutions based on technical and business requirements.-Issue Resolution: Collaborate with multiple teams (internal and external) to resolve issues and incidents effectively.-Database Management: Execute database scripts and extracts as needed to… Show more -Providing 2nd line support for an E-payment solution,understanding customer needs, and follow-ups to solve application Incident and request from different department.-Application Administration: Deploy, configure, integrate, and test solutions based on technical and business requirements.-Issue Resolution: Collaborate with multiple teams (internal and external) to resolve issues and incidents effectively.-Database Management: Execute database scripts and extracts as needed to support application functions.-Support and Troubleshooting: Offer comprehensive troubleshooting and support during UAT and production phases.-Performance Analysis: Conduct analyses on software application functionality and recommend improvements.-Configuration Management: Maintain detailed records of configuration changes and schedule application updates.-Process Documentation: Document processes meticulously and monitor application performance metrics.-Incident Management: Identify root causes of application errors and escalate critical concerns to vendors and RDMC management.-Training Delivery: Provide regular and customized training to various teams within the organization. Show less

Cairo, Egypt

- Providing 2nd line support, understanding customer needs, and follow-ups to solve application Incident and request from different department.- Communicated with L1 to resolve Customer problems.-Monthly performance report Create and enhancement.- Reproducing and resolving critical environmental issues.-Finding workaround solutions and documenting them to be used till the problem fix from the vendor side.-Handling downtime and recording it in the tracker to identify root… Show more - Providing 2nd line support, understanding customer needs, and follow-ups to solve application Incident and request from different department.- Communicated with L1 to resolve Customer problems.-Monthly performance report Create and enhancement.- Reproducing and resolving critical environmental issues.-Finding workaround solutions and documenting them to be used till the problem fix from the vendor side.-Handling downtime and recording it in the tracker to identify root causes and effects.-Review the Requirement document and CR.-Monitoring CR Requests and Creating a user manual.-- Testing the new application releases and confirming their functionalities. (Regression testing & maintenance testing )-Suggested and implemented support process optimizations. Show less

Cairo, Egypt

- Providing 2nd line support, understanding customer needs, follow-ups with ETA and taxpayers.- Communicated with L1 to resolve taxpayer's problems.-Review the Requirement document and CR.- Testing of the solution components, Design & Implement, and Executing test cases.- Reproducing and resolving critical environmental issues.-Implement Pos Release and run smoke testing.- Suggested and implemented support process optimizations.- Production issues management by… Show more - Providing 2nd line support, understanding customer needs, follow-ups with ETA and taxpayers.- Communicated with L1 to resolve taxpayer's problems.-Review the Requirement document and CR.- Testing of the solution components, Design & Implement, and Executing test cases.- Reproducing and resolving critical environmental issues.-Implement Pos Release and run smoke testing.- Suggested and implemented support process optimizations.- Production issues management by investigating and reporting the issues to the vendor.- Testing the new application releases and confirming their functionalities.- Tracking all bugs and communicating issues to ensure their resolution before the production release. Show less

Cairo, Egypt

-Support day-to-day running applications.-Design, develop, test, implement, modify, and maintain software. -Testing sample data sets to check that -output from the program.-Provide on-the-job training to new department staff members.-Learning and supporting purchased applications and systems.

Cairo Governorate, Egypt

Improved vendor onboarding process by automating its components.Monitoring the Application and reporting it to the application team after troubleshooting.Forming reports analyzing the customer service that the organization provides.Handling Zendesk daily tickets.

Egypt

Diploma, Computer Software Engineering, Excellence

Bachelor'S Degree, Management Information Systems