Abdelfattah Ashraf

Provide Level III/II technical support for SaaS-based enterprise applications: Assist customers in troubleshooting complex technical issues related to cloud-hosted enterprise solutions, ensuring business continuity and optimal system performance

• Troubleshoot Linux-based system performance issues: Use log analysis, debugging tools, and performance monitoring solutions to identify and resolve bottlenecks in Linux environments
• Implement and manage monitoring solutions (DataDog): Configure alerts and dashboards to proactively detect system failures, ensuring rapid response to incidents and minimizing downtime
• Develop and maintain performance monitoring systems for infrastructure and operations: Build and refine monitoring strategies that help track system health, detect anomalies, and prevent critical failures
• Collaborate with cross-functional teams to diagnose and resolve API-related issues: Work with development, product, and operations teams to identify and resolve integration issues with third-party APIs
• Provide real-time troubleshooting and root cause analysis for major incidents: Analyze system failures, document findings, and implement preventive measures to avoid recurrence of technical issues
• Develop and maintain technical documentation, SOPs, and knowledge base articles: Create detailed troubleshooting guides and procedural documentation to standardize operations and reduce resolution times
• Conduct technical training sessions for junior engineers and internal teams: Provide mentorship and knowledge-sharing sessions to improve technical proficiency across the team
• Participate in on-call support coverage (including weekends): Be available for critical incident resolution outside regular working hours, ensuring continuous system availability
• Work closely with product and infrastructure teams to optimize system performance: Analyze usage trends, implement performance improvements, and recommend infrastructure scaling strategies
• Provide proactive support by analyzing system trends and preventing potential issues: Use predictive analytics to identify weak points in the system and resolve them before they impact operations
• Trained junior engineers on standard operating procedures, contributing to a knowledgeable and skilled workforce.
• Conducted root cause analysis for recurring issues, resulting in long-term solutions and improved system stability.
• Reduced downtime in production environments through proactive monitoring and timely issue resolution.
• Championed a culture of continuous learning and professional development among team members, constantly seeking opportunities for growth.
• Troubleshot complex issues under tight deadlines, prioritizing tasks effectively to minimize disruptions to ongoing operations.
• Maintained up-to-date documentation for all technical processes and procedures, fostering clear communication among team members.
• Implemented comprehensive preventative maintenance programs for critical equipment, extending its lifespan and reducing repair costs over time.
• Coordinated with stakeholders across departments to gather input on potential improvements in workflows or technology implementations.
• Designed administrative and maintenance procedures to provide optimal service uptimes and minimize service disruptions.
• Leveraged industry best practices when approaching problem-solving situations or designing new systems.
• Provided technical assistance during operational changes via both on-site support and remotely.
• Drafted and updated operations and maintenance manuals to correspond to owned hardware and software assets within overseen equipment.
• Led the migration of legacy systems to modern platforms, ensuring minimal disruption to business operations during the transition process.
• Participated in regular audits of company assets; identified areas requiring attention or improvement, and recommended appropriate actions.
• Maintained technical fluency in required equipment and networking hardware for assigned jobs and facilities.
• Developed custom scripts for automating repetitive tasks, increasing productivity and reducing human error.
• Completed walk-downs and on-site inspections during equipment installations and change management phases.
• Evaluated vendor proposals and recommended cost-effective solutions to meet project requirements while staying within budget constraints.
• Managed relationships with external vendors and contractors, ensuring timely delivery of services while maintaining quality standards expected by the organization.
• Analyzed operability requirements for upgrades and new equipment installations.
• Spearheaded infrastructure upgrades that enhanced reliability, security, and scalability of company systems.
• Performed operational design reviews to determine feasibility and budgetary impacts of new proposals.
• Coordinated engineering assignments for multiple simultaneous projects to fulfill prescribed project requirements.
• Established key performance indicators for measuring success in operations engineering projects, driving continuous improvement efforts across the team.
• Improved operational efficiency by streamlining processes and implementing automation tools.
• Provided independent technical reviews of operational procedures and plans to eliminate functional bottlenecks.
• Enhanced system performance with regular maintenance, updates, and optimization of hardware and software components.
• Monitored and optimized production processes to increase throughput and improve quality.
• Collaborated with cross-functional teams to ensure seamless integration of new technologies.
• Led root cause analyses to identify and address problems in industrial production.
• Developed and deployed industrial automation systems, increasing efficiency and reduce costs.
• Conducted evaluations of equipment and machinery to verify optimal performance and efficiency.
• Designed, created and tested production models for industrial processes.
• Analyzed data to identify trends in production and maintenance costs and developed strategies to reduce expenses.
• Reduced downtime and increased production capacity with strong maintenance plans.
• Created and implemented project plans for new or improved industrial processes.
• Developed and implemented process improvements to reduce costs and increase efficiency in industrial production.
• Built inventory management systems for industrial facilities and reviewed existing systems to identify potential for optimization.
• Evaluated proposed project investments by conducting cost-benefit analyses.
• Wrote safety procedures for industrial facilities, enforcing or exceeding industry standards.
• Collaborated with cross-functional teams to develop and implement process changes.
• Designed and implemented effective disaster recovery plans, minimizing business impact during critical events.

• Provided in-depth technical support for SMS applications: Diagnosed and resolved SMS gateway failures, ensuring reliable message delivery across different telecom networks
• Conducted root cause analysis (RCA) and post-incident reviews: Investigated past incidents, identified root causes, and suggested fixes to prevent recurrence
• Developed automation scripts to enhance monitoring, log analysis, and issue resolution: Created scripts in Bash and Python to automate log parsing, issue detection, and alerting mechanisms
• Managed technical relationships with business partners: Acted as a technical liaison between the company and clients, ensuring smooth integration of messaging services
• Led the adoption of new monitoring tools: Implemented tools such as Grafana and Prometheus to improve observability and reduce downtime
• Designed log analysis tools to improve troubleshooting efficiency: Developed custom log aggregation pipelines to filter and analyze system logs efficiently
• Acted as a bridge between engineering and customer support teams: Translated technical issues into actionable solutions for engineers while keeping customers informed
• Provided technical mentoring and training to junior engineers: Trained new team members on troubleshooting procedures, best practices, and system architecture

• Developed server-side applications using Java, Python, and Node.js: Built and optimized backend services to support scalable web applications
• Integrated RESTful APIs to enhance system performance and scalability: Connected backend systems with third-party services to extend functionality
• Designed and optimized database schemas using MySQL and PostgreSQL: Improved data indexing and retrieval performance through efficient schema design
• Implemented authentication and authorization solutions using OAuth2 and JWT: Strengthened security by enforcing role-based access control
• Developed automated unit and integration tests to ensure application stability: Reduced production bugs by implementing comprehensive test coverage
• Refactored legacy codebases, optimizing performance and maintainability: Rewrote inefficient code sections to improve execution speed and reduce technical debt

• Managed and resolved customer incidents independently or by coordinating with other teams: Ensured timely resolution of service disruptions, maintaining customer satisfaction
• Utilized software diagnostics to diagnose and troubleshoot fault-related incidents: Used network tracing and system logs to pinpoint causes of failures
• Documented troubleshooting actions promptly in the electronic incident management system: Maintained a detailed incident log for knowledge sharing and audit purposes
• Provided regular customer updates to ensure satisfaction and issue resolution: Kept clients informed throughout the troubleshooting process to maintain transparency
• Assisted in the implementation of ITIL best practices: Adopted standardized service management frameworks to improve incident handling efficiency
• Collaborated with cross-functional teams to drive process improvements and automation initiatives: Proposed enhancements to streamline operations and increase productivity