Rami H. Email & Phone Number

• Named Support lead for subset of Primary Premier Customer Accounts in North America• Coaching of less tenured Support Engineers, New hires, and New College Grads• Host training sessions for clients• Assist Technical Account team and Adobe Technical Consultants, with troubleshooting and possible implementation techniques• Working alongside Engineering/TechOps/Product Management on client Bugs and Improvements• Address client technical Target Concerns and Questions• Closely working with clients to understand their business needs, use cases, and how best to deliver a solution• Troubleshooting, validating, and Reporting client bugs• Assist Product & Cloud Engineering staff in resolving product issues• Working as a partner with Technical Account Managers• Solving of implementation problems and queries.• Internal Client Advocate

Ottawa, Canada Area

• Customer advocate representing their needs with internal product teams• Hosted several client Office hours, as well as presented Target troubleshooting techniques at Adobe Summit• Conducted several interviews for hiring• Providing extremely timely response/resolution to technical and product inquiries• Awareness of Customer business priorities & key events/milestones/sprints• Provide proactive Issue Status updates to required parties• Answering questions regarding product functionality and usage• Troubleshoot implementation concerns• Work high priority customer technical issues• Provide on-site assistance as needed to resolve product issues• Product Content Creation (KB articles, whitepapers, forum participation)• Provided Knowledge Transfer sessions to Partner to help reduce escalations into Adobe

Ottawa, Canada Area

• Respond to technical issues escalated from first level customer support representatives, as well as members of our sales organization• Design, develop and deploy tools and processes to be used by customer support in order to improve service levels, productivity and our customers’ experiences.• Operate custom software tools and application in supporting customers• Use database skill set to run queries for data analyses and troubleshooting. • Troubleshoot and answer questions on customer programming scripts. • Provide ongoing training to level 1 customer support representatives • Work with engineering and network operations as required to research and resolve technical issues • Grow our long term relationships with customers through training and occasional on site visits • Record all customer issues to be troubleshooted or fixed• Provide detailed analysis of critical customer issues with recommended action plans which lead to resolution • Provide recommendations to improve processes and resolve customer problems and problems with products

• Automated testing of Android and iOs platform applications• Extracting Test Cases and Testing methodology strategies from Requirements Documentation• Creation of provisioned test environment for VOIP clients• Assisting in implementation strategies and development• Testing of GUI interface interaction with database and client code base using XML scripting• Familiarity with PBX, networking and real-time application testing

• Part of the Functional Testing Team• Worked on testing of nationwide System• Extracting Test Scripts from Use Cases, Domain Models, Requirements Documents and UML Models• Testing through automated and manual tests (Gray Box and Black Box testing)

• Preparation and designing of test cases• Performance of regression testing on web-based application• Working with senior developers to optimize test scripts• Estimating timeline and work effort for testing activities

• Integration of data into shell scripts • Dealing with Software Engineering principles and producing statistics reports• Software Requirements Documentation• Designed a plug-in for more efficient data ordering from Radarsat 1 and Radarsat 2• Designated to present different presentations to different government departments• Discussing quality assurance and Interface logic for web portal of: http://ar.cwinds.ca with different variations of above