Muhammad Ali Karaki
SAP Vim Technical Support Engineer @OpenText
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WORK HISTORY
SAP Vim Technical Support Engineer @OpenText
Munich, DE
Delivering high-quality technical support for OpenText products, particularly Vendor Invoice Management (VIM), addressing customer issues both technically and from a customer service perspective.Acting as the first point of contact for all technical support inquiries, managing hundreds of incidents while ensuring compliance with SLAs and KPIs.Collaborating with cross-functional teams to resolve complex issues, demonstrating strong customer focus, empathy, and problem-solving skills.Utilizing excellent written and verbal communication skills to support clients and maintain high customer satisfaction scores.Testing and validating OpenText product issues in multiple environments to identify solutions and ensure system stability.Authoring technical documentation for the internal Knowledge Base, enabling faster issue resolution and knowledge sharing.Reporting software bugs, escalations, and customer feedback to Subject Matter Experts (SMEs), contributing to product improvements and innovation.
EDUCATION
DHBW Mannheim
Bachelor’s Degree, Business Information Technology: Sales & Consulting
Lebanese International University
Bacherlor's , Information and Communication Technology (ICT)
SKILLS
ABOUT MUHAMMAD ALI KARAKI
As an IT consultant, I develop information strategies for companies in various sectors of the economy, analyze IT projects from an economic point of view, flexibly adapt solutions to meet customer needs and implement those solutions. With these skills i am able to operate in a varied and future-proof field with plenty of development potential. Because Business Information Systems is growing as a service industry and IT processes are in demand in almost all industries.
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