Alaa Abdeen
Sr.Business Analyst
Cairo
Summary
Multi-talented System Analyst implementing best practices for scalability and support. Versed in deploying applications and identifying trends through careful data assessments.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Sr.Application Support Engineer
Andalusia For Medical Services
09.2023 - Current
- Planning & Monitoring Process Lead and priorities the Application Support team’s work load Contribute to the planning of application/infrastructure releases and configuration changes Maintain application monitoring, performance tuning and testing Ensure there are robust procedures and processes within the application support function remit Provide 3rd line Application Support on complex internally and externally developed applications Provide input to administering and maintaining all production and internal environments Provide input to the implementation, backup and roll-back plans Act as a technical resource for internal and external projects Follow appropriate departmental and company procedures and policies (i.e
- Change control, security and auditing, release, configuration, problem and incident management)
- Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers
- Mentored junior support engineers to improve their technical skills and problem-solving abilities, fostering a strong support team environment.
Sr.Business Analyst / Team Lead (Odoo/SAP-Cerner)
Ahl Masr Foundation and Hospital
12.2021 - 08.2023
- Collaborate with company heads, stakeholders, customers, and system owners to determine the financial, business, and operational requirements and goals
- Verify the efficiency and effectiveness of existing systems and develop strategies for improving these systems
- Define the criteria of results by identifying and setting up the scope and parameters of system analysis
- Connect with other business analysts for planning, developing, designing, and implementing new applications and improving existing applications
- Examine the hardware and software products and check if they fulfill the demand of the end-users
- Document the reports on recommendations and alternatives that list potential problems in the operating systems of the company
- Help the management to make strategic decisions by providing cost-benefit and return-on-investment analyses for operating systems
- Collaborate with business analysts to analyze customer reviews for both modified and new applications
- Conduct counseling sessions and provide guidelines to junior executives
- Design methods and techniques for preparing and presenting business cases.
Senior Business Analyst/Team Lead (Oracle)
Al-Ahly Medical Company
06.2017 - 12.2021
- System analysis and design: Documenting system requirement through use cases, data dictionaries, screen mocks, business rule catalogs, etc
- Works closely with application vendors, end users, and developers to support, troubleshoot and upgrade applications assigned
- Consults with users and Business owners to identify operating procedures
- Prepares and delivers professional, timely, well organized and informative presentations including training, demos, and process recommendations
- Prioritizes work assigned for self and others, including vendors and project teams
- Performing after hour support on a rotating basis
- Providing guidance to other team members on project tasks and requirements
- Providing technical expertise on unique or advanced problems
- Providing training sessions to less experienced peers
- Contributing to process and product improvements.
Senior Application Consultant - Medical insurance & Medical services
Data Management Systems (DMS)
07.2014 - 06.2017
- Organize and manage customer and employee training classes
- Prepare presentation for sessions at lectures, training programs and fairs
- Prepare complementary support training information and provide quick tips, workbook
- Administer application and provide technical expertise in development and execution of all IT systems
- Coordinate with departments and prepare technical reports, training materials and documentations for end users
- Assist customer and provide operational and end user support
- Organize regular research studies for new technologies and fit them into organization
- Assist Head of Section and prepare project progress
- Collaborate with developers and vendors to secure infrastructure being developed for end-user needs and ensure achievement of all business objectives
- Assist with system check and quality assurance
- Provide post-implementation support and on-going support measures.
Enterprise Technical support For Etisalat UAE
Raya Contact Center
04.2013 - 06.2014
- Providing technical and product support to internal and external customers via the telephone and remote online sessions
- Interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Responding promptly to customer inquiries Handling and resolving customer complaints Assisting customers with Software installation and updates via remote log ins
IT Specialist
SCIMITAR Egypt Production
06.2012 - 03.2013
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware for end users
- Installing, configuring, and troubleshooting Windows Operating Systems
- Backing up work data
- Troubleshooting LAN and Internet connectivity issues
- Maintain daily performance of computer systems Running diagnostic programs to resolve problems Testing and fixing faulty equipment
- Coordinating e-mails creation
- Testing new software products and run regular maintenance checks and keeping up to date with information security issues.
Content creator & Data Analyst & IT Helpdesk
AMER Group
09.2011 - 05.2012
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware for end users
- Installing, configuring, and troubleshooting Windows Operating Systems
- Backing up work data
- Troubleshooting LAN and Internet connectivity issues
- Maintain daily performance of computer systems Running diagnostic programs to resolve problems Testing and fixing faulty equipment
- Coordinating e-mails creation
- Testing new software products and run regular maintenance checks and keeping up to date with information security issues
- Research and marketing company’s products through the internet and social media
- Displaying digital advertising campaigns, including campaign setup, monitoring, reporting, analysis, optimization, budgeting, keyword and demographic research and targeting Timely responses to customers and followers’ queries and comment
- Research opportunities for new social marketing platforms and select adapt current process to fit client needs
- Entering work related data through excel sheets.
High Segment Technical Support Representative
Vodafone
08.2010 - 06.2011
- Providing technical and product support to internal and external customers via the telephone and remote online sessions
- Interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Responding promptly to customer inquiries Handling and resolving customer complaints Assisting customers with Software installation and updates via remote log ins Performing follows up calls to ensure the quality of service
- Support emails & Tickets
Education
B.Sc of Tourism and Hotel Management -
Faculty of Tourism and Hotel Management
01.2010 - 04.2010
AUC
Cairo 01.2010 - 04.2011
AUC
01.2010 - 04.2011
AUC
01.2010 - 04.2011
YAT Academy
01.2012 - 04.2013
YAT Academy
01.2012 - 04.2013
YAT Academy
01.2012 - 04.2013
Skills
Military Status
Exempted
Personal Information
- Date of Birth: 11/05/1989
- Nationality: Egyptian
- Marital Status: Married
References
WILL BE FURNISHED UPON REQUEST
Timeline
Sr.Application Support Engineer
Andalusia For Medical Services
09.2023 - Current
Sr.Business Analyst / Team Lead (Odoo/SAP-Cerner)
Ahl Masr Foundation and Hospital
12.2021 - 08.2023
Senior Business Analyst/Team Lead (Oracle)
Al-Ahly Medical Company
06.2017 - 12.2021
Senior Application Consultant - Medical insurance & Medical services
Data Management Systems (DMS)
07.2014 - 06.2017
Enterprise Technical support For Etisalat UAE
Raya Contact Center
04.2013 - 06.2014
IT Specialist
SCIMITAR Egypt Production
06.2012 - 03.2013
YAT Academy
01.2012 - 04.2013
YAT Academy
01.2012 - 04.2013
YAT Academy
01.2012 - 04.2013
Content creator & Data Analyst & IT Helpdesk
AMER Group
09.2011 - 05.2012
High Segment Technical Support Representative
Vodafone
08.2010 - 06.2011
B.Sc of Tourism and Hotel Management -
Faculty of Tourism and Hotel Management
01.2010 - 04.2010
AUC
01.2010 - 04.2011
AUC
01.2010 - 04.2011
AUC
01.2010 - 04.2011
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