Mohamed M.


147 euro
6 years

My experience


North AmericanAugust 2016 - Present

Position/Company: DevOps Engineer : Start: August 2016 - Until Today (5 Years) and working from home since March 2020

* Overseeing the day-to-day operations and lead a team of Web Solutions Specialists

* Live Supervision and Daily management of the workflow of the different communication channels

* Executing the Supervisor and Triage role and divide the workload between active agents to ensure optimal handling

* Follow-up within IT Help-desk channel - assist agents with technical issues

* Providing 2nd Level Technical Support as an Escalation Point

* Managing processes= Incident management process,.. NOC monitoring for incidents

* Assisting all team members in their daily support tasks, Level 1/2/3 technical issues

* Identifying complex customer issues and provide potential workarounds

* Assisting with managing product outages (Dedicated and shared Servers)

* Troubleshooting applications running on Linux and escalating issues when needed to DevOps, SyAdmin and Dev Teams

* Taking ownership of complex issues and client complaints, ensuring proper follow-up

* Ensuring achievement of service level agreements (SLA's)

* Monitoring team performance by running monthly performance reports for each team member.
The report includes Productivity, Quality and other relevant indicators, props & improvement vectors and root-cause analysis

* Contributing to improving knowledge base articles & internal Wiki documentation as needed.

* Leading junior support technicians and participate in their ongoing training

* Tasks dispatching and time management

* Ensuring professional planning and follow-up of agents

* Processing documents (SOP) and guidelines writing

* Quality Assurance monthly reviews:

* Reviewing and rating the communications and interventions of support agents

* Communicating review results to the agents

* Recommending improvement vectors and coaching opportunities

* Highlighting exceptional work and report issues encountered during reviews

Work Infra tools :WHMCS (CRM), OpenVZ, SolusVM (Cloud),, cPanel, WHM, Plesk, RDP, Apache,

LiteSpeed, DNS, DC ( OVH, Gtcomm,..), Rundeck ( CI/CD), SSH, Data Migration, jetbackups,

Imunify360, Icinga monitoring, Cloud Linux, Centos, Ubuntu, Managed Wordpress, MYSQL,CMS, SSL

(Wild card, EV SSL), Spam Experts, JIRA,..

My stack

WHM, Vagrant, Ubuntu, Troubleshooting, Time Management, Technical Support, Sybase, SLA, Quality Assurance, PostgreSQL, Plesk, Oracle, MySQL, Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Linux, Kubernetes, Jira, Jenkins, JavaScript, HTML, Git, ElasticSearch, Docker, DevOps, Data Migration, cPanel, CentOS, Business Intelligence, Apache Web Server, Ansible, Analysis