Oracle – Romania (Sep. 2008 – May 2015)
Tax & Utilities Global Business Unit - Oracle Global Software Support
Principal Technical Support Engineer (Nov. 2014 – May 2015)
Senior Technical Support Engineer (June 2010 – Nov. 2014)
Technical Support Engineer (Sep. 2008 – June 2010)

• Professional customer support for the following Oracle products:
   o Oracle Public Sector Revenue Management
   o Oracle Utilities Customer Care and Billing
   o Oracle Utilities Analytics
   o Oracle Tax Analytics
   o Oracle Utilities Framework
This includes functional and technical experience, troubleshooting customer issues by replication, log file investigation, documentation and knowledge base research, raising bugs with product development if necessary, authoring knowledge articles and answering questions in the Oracle Community pages.
• Exposure to the embedded technologies: Oracle Database, Oracle Weblogic, Oracle Data Integrator, Oracle Business Intelligence, Oracle Golden Gate.
• Customer focus: Holding regular meetings with the on-site implementation teams to provide close follow up and guarantee continuous customer satisfaction. Such meetings intensify before customer Go-Live.
Example customers: Dutch Tax Office, Australian Securities & Investments Commission, Qatar Ministry of Finance and others. Regular communication is held with customers as appropriate whether via Service Requests, phone calls, web conferences or chat.
• Mentoring new team members by leading regular training sessions as well as providing technical advice on Service Requests for various team members.

Profiles Software – Lebanon (Nov. 2002 - Mar. 2007)
Development Department Team Lead (Dec. 2006 – Mar. 2007)
Software Developer (Nov. 2002 – Dec. 2006)

• Supervising a 5-member development team
• Conducting training sessions for the new members of the department
• Programming advanced projects
• Participating in the analysis and design of new projects before they reach the programming phase.
• Developping PIMS2 software (Profiles Integrated Management System) which is an ERP solution embedding accounting, inventory, production, fixed assets, human resources and payroll modules. Programming language used is Delphi.

Summary of Qualifications
• I combine technical skills along with customer service focus following my experience in software development as well as in software support.
• Multicultural and multilingual background: Fluency in English, Arabic and Romanian languages as well as very good knowledge of the French language.
• Working globally: My work at Oracle involves being part of a virtual team distributed between Romania, France, China, India, The Netherlands and The USA which supports customers spread in various EMEA, APAC and American countries.

Education, Certifications, Courses and Awards
Bachelor of Science in Computer Science
American University of Beirut - Lebanon
July 2002

SSPA certification (Service & Support Professionals Association) “(CSP-I) The Essentials of Technical Support Communication”
Impact Learning Systems International – USA, September 2009

ODM certification (Oracle Diagnostic Methodology)
Oracle – Romania, April 2009
ODM is an a structured problem solving approach consisting of standardized tags and headings to justify and validate everything asked of and provided to a customer and update documentation with the solutions provided.

• Oracle Utilities Analytics 2.x Implementers Bootcamp - Santa Clara - California - USA (4 days) Nov.2014
• Data Integration and ETL with Oracle Warehouse Builder: Part 1 Ed 2 LVC (3 days) June 2014
• Data Integration and ETL with Oracle Warehouse Builder: Part 2 Ed 2 LVC (2 days) June 2014
• Oracle BI 11g R1: Create Analyses and Dashboards Ed 1 LVC (4 days) May 2014
• Public Sector Revenue Management 2.4.0 Delta Training - Raleigh – North Carolina – USA (4 days) Jan. 2014
• Oracle Data Integrator 11g Integration and Administration Ed 2 (5 days) Nov.2013

• Oracle Individual Spot Award - June 2014.
• "FY14Q2 Customer Services Pacesetter Team Award" for the Oracle Utilities Business Intelligence Team. - Feb. 2014
• "ETPM Team Outstanding Team Award for Customer Service Excellence" - Oct. 2013
• "FY09Q4 Customer Services Pacesetter Team Award" Oracle Tax and Utilities
Customer Support Team - EMEA - July 2009
• Oracle Customer Service Oscar FY09 - TUGBU Support Team - EMEA - Best
Collaborative Effort - July 2009

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