Ehab Mohamed
Application Support Analyst @TD
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WORK HISTORY
Application Support Analyst @TD
Provided technical support (24/7) for equity electronic trading systems that consist of 40 applications including 400 tasks/processes with various technologies (MS, Java), platforms (Windows, UNIX) and business functionalities (Trading, reporting, Rec, etc.)- Duties: Performed and verified users’ service requests timely within Operational Level Agreement (OLA). Trouble shooting all users’ and systems’ incidents and provided solutions according to (OLA). Effectively managed escalated issues with Database, servers, networking and development teams. Communicated incidents and requests with vendors within Service Level Agreement (SLA). On-boarded (documenting, training) with projects teams new applications for support service. Developed checks sheets for Start of the Day (SOD), End of the Day (EOD) and Intraday processes. Supported and monitored all FIX instances for electronic trading flow used by DMA / ALGO clients. Performed trend analysis to highlight recurring incidents within applications and environments- Selected Remarkable Activities: Maintained proactive leadership role of proficiency in leveraging and understanding of ITIL best practice knowledge to my team related to incidents management, requests management. Created knowledge base system using SharePoint that became a source for many teams. Developed tickets dashboard (reports/charts) for trend analysis, risk and performance evaluation. Established, documented and trained team on intake process for incidents and requests. Identified enhancements and risks, escalate as needed to business analysis and development- Achievements: Succeeded in implementing knowledge sharing culture. Improved the quality of provided service and eliminated wasted time. Raised tickets’ (incidents/requests) closure to 80% in 1st line support team from 50%. Substantially increased customer satisfaction.
EDUCATION
Various Schools
IT Development, ASP, .NET, C++., Information Technology, Application Development
TD Bank
Project Management Fundamentals, Information Technology, Project Management
The George Washington University
Introduction to Business Analysis, Information Technology , Application Development
Suez Canal University
B.Sc. in Civil Engineering.
ITIL Foundation ver3
MyITstudy.com, Information Technology, Service Management
SKILLS
ABOUT EHAB MOHAMED
An Information Technology (IT) professional with over than 15 years experience in the banking and retail Industry, 8 years in applications support after more than 7 years of development. This result oriented, customer service driven individual has successfully succeeded in applying Information Technology Infrastructure Library (ITIL) best practices at TD Bank and HoltRenfrew. also drove the support team’s performance to unprecedented resolution rate with improved quality and customer satisfaction. Engineering background assisted in prompt adaptation and learning of new systems and technologies.AREAS OF STRENGTH Extensive support experience with multi-tiers IT applications. Excellent troubleshooting, analyzing and resolving IT issues. Creative in aligning ITIL best practices with business needs. Development experience creating turnkey web applications. Customization, support and administer SharePoint solutions. Efficient time management of multiple projects and priorities. Team player, coaching, leadership, energetic and Initiation. BUSINESS AREAS Information technology Finance Project management Customer service Human resources IT Service managementTECHNOLOGIES/ APPLICATIONS Script Languages (VBA, HTML, DHTML, CSS, T-SQL, JavaScript, VBscript, XML / XSL / XSLT, JQuery) App framework (ASP.Net, ASP) App platform (SharePoint 2007,SharePoint 2010, SharePoint online (O365)) Databases (MS SQL MS SQL 2005, MS SQL 2008, SQL Server 2012) Languages (VB 6.0, VB.NET 8.0) Web Application Servers (IIS 5-7-8, Apache Tomcat) Fix protocol Monitors (ITS,Cameron) IT Service MGMT (CA SDM, Xtraction, JIRA) Trading applications (Fidessa, IRESS) Human resources HRIS (Worbrain, ICM IBM (Varicent), Insync, Workday).
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