Mustafa Sherif

Experience

• 

  Orascom Training & Technology

  Dec 2008 - Feb 2010

  CRM Team Leader

  Duties:• Responsible for administrating MS Dynamics CRM 4.0 application• Responsible for give task and evaluate CRM team members• Analysis the flow of the business cycle in the company• Modify MS Dynamics CRM 4.0 screens to meet the requirements of end user• Made a demo for the modification made on MS Dynamics CRM 4.0 • Implementation and configuration of MS Dynamics CRM 4.0 on the company infrastructure• Give training to the company employees on MS Dynamics CRM 4.0

• 

  Ministry of Communications and Information Technology (MCIT), Egypt

  Feb 2010 - Mar 2013

  Senior Application Specialist

  • Responsible for administration, technical support and maintenance operations for Oracle Databases• Responsible for administration, technical support and maintenance operations for Employees Care system• Responsible for administration, technical support and maintenance operations for IBM FileNet system• Supervising the implementation of IBM FileNet system on the ministry premises• Responsible for technical support of the ministry Employees Attendance System• Member in Blind Applications tender and I’m the first contact person• Supervising the implementation MS Dynamics AX project (the project stopped after the analysis phase)• Member in the technical team for supervising the implementation of the IT systems used in Suzan Mubarak Family Park Project• Designed web templates for the department web portals• Member in the technical team for Supervising the Egypt Post E-payment system & Financial Counter Operation Consultancy Service tender• Responsible for design the back up and technical support policies.• Responsible for Information System Department Servers monitoring and maintenance operations• Responsible for Information System Department database back up, restore and maintenance operations• Responsible for Information System Department Software & Hardware Requirements• Responsible for Information System Department Employees Attendances Monitoring• Responsible for Information System Department Summer Training• Responsible for Information System Department Employees Training Show less

• 

  T.A. Telecom

  Apr 2013 - Feb 2014

  Operation Support Specialist

  Duties:• Implement approved IT standards operationally• Monitor all applications and services provided by the company• Perform backup and restore operations• Detect and resolve all defects and errors before customers’ complaints• Act as 1st line support providing superior customer services, consistent delivery on promises and acknowledgment for all requests received• Install and configure of SQL servers• Participate in data modeling for the application and in the creation of ER diagram• Manage Database Objects like Tables, Stored Procedures, Views, Triggers, Rules, Defaults, user defined data types and functions for this project• Work with developers to tune the SQL queries using SQL Profiler• Provide 24 x 7 support for database and application issues• Review SQL Server performance and train staff on areas for improvement in code, storage, indexes, and configuration in three days Show less

• 

  Vodafone

  Apr 2014 - Apr 2016

  Operation Support Engineer

  Duties:• Contributed in VSDM R7 (AirWatch 8.0) and R6 (AirWatch 7.2) production upgrade.• Enable App Wrapping 3.4 feature for iOS and Android for our customers. • Reduce open defects on VSDM R7 (AirWatch 8.0) and VSDM R6 (AirWatch 7.2) in order to get customer approval to upgrade production nodes.• Enable App Wrapping 3.3 feature for iOS and Android for our customers. • Maintaining the availability of the applications and their hosted servers (on UNIX platform) Troubleshooting and fixing database related issues.• Executing change requests for DNS records for Vodafone domains.• Executing standard requests for database operations• Performing all possible technical troubleshooting steps to solve the problems and service requests.• Managing all system components including apache, and tomcat• Checking the replication of user accounts and their profiles between local active directory• Central authentication system (SSO) and finally the provisioning to the different web applications.• Solving the user/groups access issues the different sections on the applications.• Providing technical and functional support to the local web administrators for adding or modifying the web contents (pages, portlets, and content items).• Troubleshooting & facilitating the Infrastructure and connectivity issues remotely for the countries (DNS, Proxy, Firewalls)• Utilizing the existing team applications and tools (knowledge base, Documentation database, Handbook) to solve the incidents.• Consulting with deployment teams in Germany as appropriate• Ensure that the technical solution and root cause are clear and logic• Prioritizing and managing several open cases at one time based on agreed Service Levels• Ensure that all incidents are solved within the agreed SLA• Ensure that all incidents are solved within the agreed SLA• Update the technical documentation and the team knowledge base. Show less

• 

  IBM

  Jun 2016 - Jul 2018

  Remote Technical Support Specialist

  Duties:• Providing initial remote technical software support for BACKUP & RECOVERY to clients• Interacting with client and IBM functions consistently until problem solution• Analyzing problems/situations, understanding problem impact on client business• Applying problem solving techniques• Responding to client queries, providing timely resolutions to client issues• Maintaining highest client satisfaction• Maintaining positive client relationships even in severe and pressurized situations• Performing problem management and end-to-end problem ownership• Logging all related activities for each customer query and handling client data securely• Employing IBM's standard support delivery methodologies and tools• Performing in international software support delivery processes and environments Show less

• 

  Noon

  Aug 2018 - Jul 2021

  • Provide a support service that ensures all IT equipment and infrastructure is running to its optimum performance and that all departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met on your site.• Running projects across the site, working closely with the business and fellow engineers, to implement changes and/or additions to the site’s technology infrastructure to support changing business and IT requirements.• The supervision and day-to-day management of a team of IT technicians, including managing workloads of the team and reporting back to the IT manager and regional IT management.• Review, revision and execution of change management requests as required.• Manage the availability of all IT equipment and infrastructure through continuous improvement and continuously look to improve equipment efficiencies and cost reductions accordingly.• Perform random site audits on technical infrastructure to ensure adherence to latest company IT and Health & Safety guidelines.• Act as a point of contact for contractors or external suppliers and clearly communicate technical issues and company standards.• Undertake project management.• Act as a single point of contact for projects.• Provide technical support/input to site and team projects and initiatives.• Keep key stakeholders informed of progress of projects and maintain project documentation.• Provide sanity check and technical execution of projects.• Carry out ad-Hoc requests as and when required, supporting a wide customer base. Show less

  • Information Technology Team Lead

    Jan 2021 - Jul 2021

  • IT Support Engineer

    Aug 2018 - Dec 2020