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Service Operations

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Database Administration

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Linux Administration

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Hello! I'm David

I am professional experienced with more than 8 years of diversified expertise in development, software support, service management, and operations  management initiatives within the IT industry. I am seeking this position to implement twin benefits of acquired IT professional experience and industry know-how toward catalyzing organizational excellence. As well I achieved being Appraisal Team Member (ATM) for CMMI level 5.

David Massiha

Software Support Engineer

 

Phone:

+201274119776

 

Email:

david.massiha1@gmail.com 

 

Address:

2, Al Sofani Street, Al Zaytoun, Cario - Egypt

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Date of Birth:

August 6th, 1983

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EDUCATION

Middle East University, Beirut - Lebanon

 

Computer Science

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2002-2006

Bachelor's Degree

PINE HILL COLLEGE 

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Mathematics and Physics Concentration

2001

High School Diploma

EXPERIENCE
SKILLS

Linux - Advanced

MS SQL Server Administration - Advanced

Oracle Database Administrtion - Advanced

Citrix XenApp - Proficient

SQL Development -Proficient

English - Fluent

Arabic - Mother Tongue

EXPERTISE
EDUCATION
EXPERIENCE
CLIENTS
SKILLS
EXPERTISE

GET Group Holdings

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  • Troubleshoot and develop technical solutions related to software and software-related issues for
    customers both external and internal

 

  • Work closely with application and Web development teams on solutions for new projects and
    existing customers

 

  • Create workaround procedures when standard procedures have failed and ensures issues are
    resolved in a timely fashion

 

  • Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources

 

  • Track and manage development issues for both breaks and enhancements

 

  •  Interface with key internal users and all levels of the organization to understand and document 
    development needs as well as ensure client needs are met in an accordance with the SLA.

 

  • Work closely with the Help Desk and Software Support Team to work through client and internal 
    issues related to open software trouble tickets

 

  •   Interact with external customers to work through current issues during regularly scheduled
    conference calls that are driven by the Help Desk

 

  •  Work closely with the Product Manager to ensure proper feedback to the Development Team on 
    new software versions and enhancements as well as current issues

 

  •  Test and distribute official software upgrade releases in coordination with the other members of
    the Software Support Team and Quality Control Team.

 

  • Provide a weekly report of open issues and statistics of Support Team activities to the Implementation Manager.

  • Train customers both, external and internal

2015-PRESENT

Software Support Engineer

SETS 

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  • Provide technical and software assistance and ensuring successful client support in HRMS Software which included Time Attendance, Payroll, and Human Resource modules.

  • Train Human Resource personnel and Human Resource Manager on building company policies and setting the Shift, Overtime, Transportation, Compensation and Benefit Regulations, Budgeting and Training.

  • Follow up client support requests until resolution and logging up in CRM all customer problems to be updated.

  • Interact with customers and pre sales to provide information regarding the inquiries, concerns, and requests about application services.

  • Diagnose and resolve Software  issues

  • Develop the testing Scenarios (test script) and Conduct User Acceptance Test (UAT) so that the solution will meet the business users

  •  Performs tests to ensure configuration and customizations meet business requirements, coordinates technical activities.

  •  Provide end to end IT Systems Technical project management starting from the requirements gathering to the deployment to ensure successful fulfillment of the Customer IT demands.

  •  Raise any issues or risks might be encountered during the project to the direct manager to take the corrective action so that the requirements will be fulfilled on time

  • Troubleshoot system problems and diagnose to solve software faults

  • Develop clients’ requests for application enhancement and/or bug fixing after identifying that a code-level fix is required.

  • Conduct training and implementation to clients on newly software installation.

  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business

  •             Work on the Data Migration and Software implementation

  • Determines operational objectives by studying business functions, gathering information, evaluating output requirements and formats

  • Software installation on different environments mainly server-client based.

  • Document all new features added and bug fixation.

  • Provide references for users by writing and maintaining user documentation, providing help desk support; and training users.

  • Train and assist new employees on the dedicated module

  • Data conversion for client’s data to launch the application.

  • Integrate with various biometric machines at level of the SDK.

  • Integrate with MS Dynamics (Axapta, GP 10, and Navision).

  • Implement active directory to enable and disable accounts using the machine transactions.

  • Implement SMTP NTLM and Kerberos in sending emails.

  • Regional and local experience in supporting different sectors Banks, Universities, Hotels, Airlines.

2007-2014

Software Support Engineer

CONTACT

English - Fluent

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