Application support analyst with over ten years of hands-on experience in supporting multi-vendor and bespoke applications running over N-tier high-transactional ICT systems and platforms, through highly efficient application support analysis, problem-solving skills and E2E solution consultation.
Skills
Expert problem-solving & analytical skills
Incident Investigation & management skills
Troubleshooting within SLA.
Creative Problem Solving
Task management
IT System Operations and Maintenance.
High demand customer service operations handling
Java-based Applications Support
SQL Development
PL/SQL Development.
Linux/Unix OS Administration
Linux/Unix Shell Scripting
Scripting Automation
Basic and Applied technology researching skills
Service Delivery Platforms Consulting
IT Service Management
Change Managment
Content Management Systems (CMS)
IT Systems Integration and Business Configuration
IT product and service Verification and User Acceptance Testing (UAT).
IBM WebSphere Application Server administration
IBM WebSphere Portal Server administration
JBoss Application Server administration
WebLogic Application Server administration
TIBCO Business Events Administration
TIBCO Business Works Administration
TIBCO EMS Administration
TIBCO AMX Administration
Apache/Tomcat Administration
Microsoft Windows Server
Microsoft Office
BMC Remedy
JIRA
SOAP and REST web services
Network Protocol Troubleshooting:
HTTP
Diameter
SCAP V2
MM7
SMPP
Parlay X
PROJECT HISTORY
Application Support Lead Ericsson - Riyadh / Saudi Arabia, 2011 – October 2018
Operated and managed Value-Added Services (VAS) deployed over Ericsson’s Service Delivery Platform (ESDP) 24/7 in a large production ITIL environment (320+ nodes), serving more than 30 million subscribers.
Led the successful launch of more than 800 promotional VAS services deployed over ESDP’s vendor and bespoke applications running on various ICT technologies by leading the VAS business configuration team into service LLD verification, deployment and testing, all managed through JIRA and BMC change management tools.
Exceeded the SLA targets by providing efficient troubleshooting, root cause analysis RCA, and maintenance support for critical and emergency BMC remedy tickets opened on ESDP JAVA-based applications running over WEBLOGIC and JBoss application servers, with the coordination with third line support.
Achieved KPI targets through developing auto-generated DB reports and DB jobs using complex Ad Hoc PL/SQL and SQL code as well as developing and scheduling Linux/Unix bash health check shell scripts with the purpose of monitoring applications and services as well as detecting issues preemptively.
Successfully finalized service and application deliveries by reviewing HLDs and LLDs as well as providing consultation over migration and cutover issues to prevent potential rollout faults.
Took the ownership of critical ESDP applications and solutions by attending QAB (Quality Assurance Board) sessions and supervising its rollout and migration phases as well as proposing technical enhancements to improve the quality of new delivered applications
Overseen E2E UAT and ensured it met the delivery requirements through high-quality execution, especially test cases conducted over Mobile N-screens (Tablets, Smart Phones, etc.),
Increased the managed services team efficiency by adopting new processes and tools (Diagnostic, data capture, automated health check and scripting tools, CMS knowledge base, etc.)
System administration of UNIX based systems by supporting the planning and installation of system software patches.
Provided application support for Vodafone Egypt's systems like Vodafone EG Extranet (Vodafone's Distribution System) and Vodafone Live (Vodafone's Multimedia Portal).
Tracked, logged and responded to support tickets. Performed user account maintenance, managed incidents and provided resolution for end-users technical challenges.
Administered Oracle databases required for development, testing, tuning.
Administered, deployed and integrated bespoke applications on IBM WebSphere Application servers and IBM Portal Servers.
Reduced slowness of report generation to business users by automated DB jobs to extract information using SQL Query.
Worked with the business team to analyze, troubleshoot and escalate business system needs to overcome critical, highly complex customer problems.
Decreased system errors through the discovery of redundant data within database, which led to working with Development team on clean-up of data.
Led the VIS (Vodafone International Services) local GA support Team for installing and configuring multi-vendor systems over Global OpCo’s (Vodafone Global Operators) like Ask Online Knowledge-Based Systems and Infosys EBPA Oracle billing Systems.
Projects
MSDP 5.1 Upgrade & Enhancment
Service Provider Integration Framework v3
Data SIM Migration
UUE (Unified User Experience for Postpaid/Prepaid Subscribers)
Vodafone EG Extranet
Vodafone Ask Online OpCo Creation
Vodafone LIVE Mobile
Vodafone OpCo E-Billing Implementation
Service Provider Integration Framework v2
TIME AND SPATIAL FLEXIBILITY
Willing to relocate as much as the Job would have me to
GET IN TOUCH
You can't contact this user because he's on your blacklist.
Thank you for subscribing
You have been successfully subscribed to the freelancermap newsletter.
