I am an Application Support Engineer with over three years of commercial IT experience in the retail sector, varying from the largest retailers in the world to specialist luxury retailers. My areas of expertise differ from networking to programming and database development. In my most recent roles, I have adapted skills at learning solutions quickly and efficiently, to support the needs of the client. While doing so, I learned the importance of maintaining a reputation with existing clients; through building a rapport and instilling a nature of trust in my team. In recent months, I have analysed the business goals and compared them against my team's habits. This has helped me improve the values and habits of Support in Sysrepublic. With methods like these, I have saved the company money and time consistently, allowing the company to focus on larger goals for growth. My roles have included: - Application Support - Business Analysis - Desktop Support - Service Desk support Competences obtained, following work and university: - Application support (SQL server, Software Integration tools, VPN Networking, Powershell, XSLT, SSRS). - Front end development (HTML5, CSS3, PHP, Javascript, MySQL) - Project Management (PRINCE2)

Application Support Engineer @ A promotion to the below role; this includes, but is not limited to, the following tasks: - leading the mentoring and development of the team, and outlining a process for this. - ensuring there is 24/7 support for our customers by managing the shift rota and escalation procedures. - heading up the transitions between support delivery teams and support. - ensuring that all support processes are consistent and up to date - rolling out new solutions that improve the productivity of support From August 2014 to Present (1 year 3 months) London, United KingdomApplication Support Analyst @ About The Company Sysrepublic specialise in the provision of software products and consultancy services to the retail and hospitality sectors. Sysrepublic are industry pioneers in the use of Microsoft technologies for the implementation of Real Time Retailing and Loss Prevention About The Role My role was to provide support and maintenance to our global customers and our business internally, at a 1st-3rd line. This included disaster prevention, solution building and general support to the customer. I worked with the latest suite of technologies for the enterprise, more specifically in the .NET environment, such as SQL server 2012 and Team Foundation Server. I also worked with the latest hardware, such as Fusion IO. Due to the nature of our products, web technologies such as JavaScript, jQuery, Ajax requests and asp.net were used regularly. My role demanded that the highest level of service is given to our customer at all times, as our company works with the largest retailers in the world. Skills/Languages Learned: Advanced SQL server System administration VPN troubleshooting Remote server management Relational data modelling theories (union, cross apply, etc.) IIS application pools SQL CMD CLR Powershell XSLT Tasks carried out: Managing Handover projects between delivery to support Training and mentoring new employees in both support and delivery teams Product rollout through Team foundation server (TFS) Windows server 2008 R2 server management Optimised queries by: Defragmenting and creating indexes Creating and updating statistics Understanding query execution plans Managing Index partitions Using Microsoft CRM dynamics to generate reports of team performance From April 2013 to August 2014 (1 year 5 months) LondonService Desk Analyst @ - Provide 1st-2nd line Remote Desktop support for users within the business with over 5000 users (up to 8000 in the peak sale period). - Completed a Service Desk Till resolution model to set a standard for the service desk, in resolving problems. - Maintain team and indvidual SLAs. - Trained and monitored the performance of new service desk analysts - Carried out maintenance on bespoke Harrods systems and third party solutions, such as SAP - Administration of user accounts through Active Directory, SAP, Proclarity or bespoke Harrods software. - Providing user guides for new changes facing users, such guides include access to outlook365 at home and via Smartphones. - Fix and Maintain EPoS tills as a first and second line level, with regular training and contact from the ePoS team. - Maintained the Girovend Card Management system. - Liaise with other teams to do the above, such as Server Operations and Systems Administration. - Server Administration: periodical replacement of backup tapes through the ML6000 series HP Machines - Managed the Service Desk during the weekends - Record every query with speed and provided accurate and detailed information for 2nd-3rd line support staff - Assess the impact of each query and take appropriate action - Ensure that system downtime is kept to a minimum and system recovery meets the required service level, through resolution or chasing unresolved incidents for users. - Evaluated standards and processes that the support team is involved with and highlighted areas of improvement Skills: - Familiar with the Service Now system - Proficient with Openscape - Working under pressure, especially through major incidents such as network outages. - Organisational skills, through maintaining short and long term schedule of Service Desk Goals - Maintaining an excellent telephone manor, which can be emulated in person also. From October 2011 to April 2013 (1 year 7 months) LondonBusiness Insight Operations (SQL Campaigns) Analyst @ - Analysing SQL reports using SSRS - Troubleshooting of existing bugs within stored procedures, jobs and reports. - generated SQL reports for accessing useful information in the rewards card system - creating the appropriate documentation for the above; in order for users and colleagues to navigate through the system - used initiative to generate custom reports as part of rewards related investigations - specialized in mainly T-SQL, improving knowledge in design practices as well as a plethora of new syntax - tested the front end for a scheduled campaign rollout From July 2012 to September 2012 (3 months) LondonApplication Support Analyst @ As an intern, I supported and assisted in the delivery of numerous projects, those of which are as follows: - Tested and Implemented New HR Information Management System - Supported existing receipt retention system with the Finance department - Supported newly implemented Harrods Rewards Card Application system. - Proposed new kiosk management system over existing staff computer kiosks - Maintained Project Delivery costs whilst satisfying the original project requirements - Maintenance of multiple servers whilst ensuring minimal disruption to the end user Skills I have gained: - JavaScript programming in bespoke software packages assigned for rollout. - Hardware related operations (installation of RAM and graphics cards on multiple workstations) - Interpersonal skills, including board meeting etiquette from contact with vendors, customers and senior management teams. - Project management, by the procurement of a kiosk based software and it's analysis. From July 2011 to September 2011 (3 months) LondonContract Technical Support/IT Engineer @ Tasks Carried out: Assembled new printers to network Fixed and optimized older PCs Trained novice users Fixed website’s emailing system Skills Learned: I have learned to work under a pressure, as it was mission critical to be completed within office hours, independently. I have learned to work under the company’s budget and limited resources. From June 2011 to June 2011 (1 month) London, United KingdomTechnical Support @ Tasks carried out: I updated software on the network and Antivirus scans were carried out periodically. I have assembled new PCs in the offices and connected them to the existing network Discussed business eloquently through written form. I have troubleshooted office 2007 applications, Operating Systems and pc hardware I have used switches and hubs to connect many PCs to the network. I have used php and javascript to support the web pages. Skills Learned: I have learned problem solving skills under pressure from users in the company From March 2010 to April 2010 (2 months) Sales Assistant @ Tasks Carried out: I controlled and monitored the stock on a daily basis I served customers when they required assistance Skills Learned: I have learned communication skills such as approaching new customers I have learned to build a rapport with customers in order to start a long-term business relationship. I have learned to remember the needs of regular customers From July 2006 to March 2010 (3 years 9 months)

BSc (Hons), Computer Science, Upper second @ University of Westminster From 2009 to 2012 Mathematics AS; Psychology A2, Chemistry A2 and Biology A2 @ Negus Sixth Form From 2006 to 2009 GCSE, Mathematics (A), English Language and Literature (BB), Double Science (BB) @ Deptford Green Secondary School From 2001 to 2006 Ehab A. is skilled in: SQL, Active Directory, MySQL, Databases, Microsoft SQL Server, JavaScript, PHP, CSS, C#, Java, jQuery Mobile, XHTML, Customer Service, Windows 7, Project Management, System Administration, T-SQL, Troubleshooting, HTML 5, .NET, Operating Systems, Technical Support, Windows, ASP.NET, Objective-C, iOS development, Visual Studio, Visual C#, UML, Web Development, XML, Networking, Servers, Cisco Routers, SQLite, Business Analysis, OS X, Linux, AJAX, DHCP, big data, SSRS, powershell, IIS, XSLT, SSIS, Windows Server, Hardware, Business Intelligence, Integration