Mahmoud Barake Email & Phone Number

Montreal, Quebec, Canada

Supporting SAP Commerce customers

• Handled reported customer cases all the way to the resolution while meeting SLAs• Ensured correct end to end flow of documents between buyers and suppliers• Performed meetings with customers throughout the lifecycle of a case to ensure customers are kept updated during the case resolution process• Collaborated with various stakeholders including customers, support engineers/architects/managers, project managers, product engineers, customer success partners, buyer/seller integrators• Reported defects to the engineering team and validated code fixes• Handled case/account/global level customer escalations and participated in post escalations retrospective sessions• Onboarded and mentored new hires• Performed proactive monitoring to fix or report identified document failures• Participated in webinars as a panelist to answer customer questions• Engaged in retrospective and reflection sessions to identify improvement areas in the support process• Participated in customer satisfaction (CSAT) review sessions to analyze the causes of bad and good CSAT scores

Montreal, Canada Area

• Worked on multiple full lifecycle international ecommerce projects on the SAP Commerce platform mainly in Java• Customized out-of-the-box ecommerce features including login, cart, checkout, order, search, delivery based on customers’ requirements• Performed Commerce Cloud v1 to v2 migration of an ecommerce project with proper code adaptation• Performed on-premise to cloud data migration using Azure Data Factory tool

Montreal, Canada Area

• Developed a cloud based app for energy analysis (Utilities Industry)• Implemented a data generator for testing the accuracy and performance of the cloud app• Implemented audit logging for the cloud app

Montreal

• Built a privilege based web application in PHP that manages projects’ proposals and reviews• Validated requirements with the client on a semi-weekly basis• Maintaining a web app for tracking projects’ progress

Montreal, Canada Area

• SAP UI5 development • Developed test cases in a BDD manner

Montreal, Canada Area

• Developed customizations and test cases for an audio and video signal simulator