Mohammad Ayyad

• Worked as an acting team lead for the implementation of PS-PayHub project across 12+ banks in Oman. • Provided mentorship to 10+ colleagues through ProgressSoft Support & Implementation department training.

• Implementing and installing ProgressSoft’s financial solutions on the customer's test and production environments. • Working on-site and off-site to troubleshoot and diagnose customer reported issues on the different levels of solutions. • Acting positively and responding promptly to the customer's requests / tickets. • Preparing, reviewing and ensuring accuracy of technical documentation. • Conducting preventive / corrective maintenance visits to customer sites physically or remotely. • Utilizing various open source technologies and automating daily tasks. • Using various orchestration tools like Docker Swarm, Kubernetes and Nomad to aid the company's internal processes and workflows. • Working closely with the software development team to develop and maintain their CI/CD pipelines in addition to support clients' infrastructure. • Building cloud ready applications, containerization, micro-services and server less application architecture. • Dealing with source control tools (GitLab and GitHub) and Git-repository manager tools. • Designing, implementing, operating and managing complex and scalable high-availability pipelines implementations on public, private and hybrid cloud environments. • Performing any other job-related duties incidental to the work. • Maintaining infrastructure for the provisioning, configuration and compliance of technical environments. • Performing SIT / UAT at the customer sites according to pre-defined test cases and following the project plan.

• Providing a first-line support for help-desk and all associated processes. • Providing tier one telephone support for software applications. • Providing basic troubleshooting for software problems. • Utilizing help-desk software to keep an accurate account of all incoming calls, opened incidents and requests. • Routing calls and notifying support engineers of any critical situation that requires immediate attention. • Maintaining the proper necessary skills to interface with a variety of users regarding specific problems. • Troubleshooting and providing appropriate solutions to problems. • Serving as a liaison between customers and the technical department. • Maintaining client confidence and protecting operations by keeping information confidential. • Contributing to team effort by accomplishing related results as needed. • Performing any other-related duties incidental to the work.

• Introducing to ProgressSoft’s support and implementation department. • Participating in ProgressSoft’s products, manuals and applications business architectures training sessions. • Following ProgressSoft’s internal policies, processes and procedures.

Amman - Jordan