Accomplished principal support engineer for enterprise-wide applications using Netweaver, Fiori, SAPUI5, HTML, Java Script and CSS. Functional emphasis on development with SAPUI5/Fiori, SAP Mobile for Fiori Platform, SAP Cloud Platform/Foundry. Support the following products: SAP Mobile Fiori Platform, SAP Fiori, SAP Cloud Platform mobile services, SAP Cloud Foundry, SAP Netweaver Gateway, Fiori UX, ABAP, SAPUI5, and other cloud systems. Currently emphasis on SAP Fiori, Cloud, S4Hana on premise/cloud and Mobile products.
Skills
Customer focused with deep understanding of customer's technology platforms and business impact
Innovative thinker with ability to deescalate customer issues and suggest alternate solution to complex issues
Challenge complexity by finding ways to simplifies processes and solutions
Great communication skills
Quality Driven
Result driven
Team player
Technical research
Document review
Fluent in Arabic, French and English
SAP UI5,Python, HTML, CSS and Java scripting expertise
Work History
01/2015 to Current
Principle EngineerGerber Scientific Inc. – Tolland, CT,
Advised customers and other project stakeholders on relevant technical concerns and feasible solutions.
Applied development best practices in daily tasks for efficiency and accuracy.
Supervised 5 employees throughout design and execution of Pulse projects.
Trained Mobility engineers in APJ on Mobility products to streamline overall productivity and performance.
CORE CUSTOMER SUPPORT: Performed root cause analysis and provide solutions to customers in complex environments for specific fields/areas
Provided workarounds and emergency corrections where no immediate solution can be given
Provide solutions in complex environments in cooperation with development support
Act as Duty Manager for incoming queue to ensure fulfillment of customers' SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on incidents and take over queue responsibility on operational and/or strategic level, if required.
Focus on critical incidents and situations on global scale (=escalated, P1, action-plan, custom code, SLA forwarded directly to development level, not picked up by other groups in time ...)
Assumed functional responsibility for in providing support to customers (incident solving and real-time support) by acting as leader on escalations and taking responsibility for team's ability to practice technical efficiency and satisfy customers.
Take ownership of product rollout, end-user documentation and delivery of Customer Enablement Sessions.
Initiated and lead innovation projects aimed at achieving Vision and Goals of support team
Cooperate closely with other lines of business on conceptual and day-to-day basis, e.g. CoE, SAC, IMS, Development (Support), RSD, RCA, CIC, Partners, Community Collaboration)
Enhance supportability of products (own application/ cross application) by acting as ambassador for customer and leveraging strong relationships with Development to create cases for actionable improvements.
01/2004 to 12/2014
Technical Service ManagerMonro Muffler Brake & Service – Manchester, CT,
Supervises technical staff that are responsible for supporting iAnywhere mobility products. Assigned and coordinated work assignments and resolution of critical technical and procedural problems.
Ensured acceptable levels of performance in networked systems. This task involves high degree of technical knowledge and effective management procedures within Technical Services Team.
Stayed current with technological developments related to computer hardware, software, and networks, as well as management practices which involves reading publications, subscribing to Internet lists, attending conferences and workshops, and meeting with colleagues.
Ensured team meet Service Level Agreement (SLA)
10/1998 to 12/2004
Senior System EngineerLeidos Holdings Inc. – Edgewood, MD,
Performed root cause analysis to provide resolutions for production issues.
Reviewed and analyzed security logs to determine and alleviate network threats.
Collaborated with clients to determine need and devise appropriate software and hardware solutions.
Provided outstanding helpdesk service and support to customers.
Identified systems inefficiencies through performance data analysis.
Assisted enterprise customers in deploying new applications and proposed enhancements to existing applications, software, and operating systems.
Performed cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions.
Conduct research on software and systems products to justify recommendations and to support purchasing efforts.
Interact and negotiate with vendors, outsourced, and contractors to secure system-related products and services.
10/1995 to 10/1998
Product Support EngineerClari – Minneapolis, MN,
Taking ownership of customer issues reported and seeing problems through to resolution
Following standard procedures for proper escalation of unresolved issues to appropriate internal teams
Resolved system and customer issues by troubleshooting and providing effective solutions.
Managed customer relationships by delivering prompt responses to questions.
Identified new ideas, products and/or features that improved customer satisfaction, reduced costs and kept product line in forefront of industry.
Drove continuous improvement culture in engineering to provide clear product design standards, improve manufacturability through enhanced documentation, and reduce engineering cycle time.
Education
Expected in 04/2023
Master of Science: Business Intelligence And Analytics Saint Joseph's University - Philadelphia, PA GPA:
Expected in 05/1995
Bachelor of Science: Electrical Engineering Southern Polytechnic State University - Marietta, GA GPA:
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