Mohamed Zidane

Application & Technical Support Engineer with 7+ years of hands-on experience supporting enterprise, banking, retail, ERP, POS, and healthcare applications. Strong background in incident and problem management, SQL troubleshooting, Microsoft SQL Server, Microsoft Dynamics 365 ERP, Active Directory, networking, system monitoring, log analysis, root cause analysis, upgrades, and user support. Proven ability to manage high-priority incidents, meet SLAs/OLAs, coordinate with development teams and vendors, create technical documentation, and support business-critical systems across large user environments.

Credit Documentation & Administration Officer at Abu Dhabi Commercial Bank (ADCB) (2025-02 – Present)

• Manage high-volume, SLA-driven banking operations and system records for 200+ credit files monthly while maintaining audit-ready documentation.
• Coordinate with Relationship Managers, Credit Risk, Legal, and Operations; identify gaps, escalate risks, and ensure accurate processing across business workflows.
• Support process continuity, data accuracy, regulatory compliance, and continuous improvement within Commercial Banking operations.

Application Support Engineer at TechArabia (2024-03 – 2025-02)

• Resolved application incidents, service requests, and problems across the full ticket lifecycle; analyzed recurring issues and root causes to reduce recurrence.
• Maintained 98% SLA compliance and coordinated major incidents with business teams, development teams, and third-party vendors.
• Supported system security, out-of-hours application upgrades, maintenance, break-fix activities, and new service rollouts.
• Created knowledge-base articles, support procedures, and training documentation; delivered workshops for IT Service Desk teams.

Technical Support Engineer & Project Coordinator at EFS Facilities Management LLC (2023-01 – 2024-03)

• Provided technical and application support to 700+ end users across enterprise systems, software, hardware, and corporate networks.
• Administered Active Directory and VOIP; troubleshot switches, routers, subnets, VLANs, DNS, user access, and connectivity issues.
• Used SQL queries for database support and troubleshooting; guided users on IT applications, products, and services.
• Coordinated IT project delivery at Dubai Mall and liaised with stakeholders to ensure timely implementation.

Technical Support Engineer / Application Support Specialist at ZOHO Corporation (2022-11 – 2023-01)

• Served as the sole Arabic-speaking Application Support Specialist supporting five financial applications for retail clients via email and phone.
• Investigated application issues, guided users through resolution, and trained clients on application functionality and workflows.

Application & Technical Support Engineer at Aman Holding (Ministry of Interior) (2021-06 – 2022-11)

• Administered Microsoft Dynamics 365 ERP & RMS users, roles, privileges, retail store setup, POS installation/configuration, Supply Chain, and Warehouse Management support.
• Resolved purchase, transfer, sales order, pricing, integration, and inter-branch issues across 35+ branches using Dynamics 365, ONYX ERP, and POS Rocket.
• Installed and administered ManageEngine ticketing; supported three major projects including the Government Passports rollout and managed help-desk workload.
• Performed store sales data analysis, integrated inventory devices, and trained new support staff.

Technical Support Engineer at Al Mostafa for Trading & Agencies (2020-06 – 2021-06)

• Administered and supported the Msales application, managed databases and SSL certificates, and resolved software/hardware issues.
• Trained users and staff on application usage and network-security best practices.

Technical Support Engineer at Medstreaming (Fivos) (2018-06 – 2020-06)

• Provided production support for a Hospital Information System (HIS), handling 20+ tickets daily based on priority and SLA requirements.
• Resolved moderate-to-high complexity application issues through discovery, replication, script execution, log analysis, and cross-team collaboration.
• Participated in critical outages and high-priority incident resolution; monitored alerts, analyzed trends, and recommended preventive changes.
• Administered Active Directory, including group and security policies.

Bachelor of Engineering in Computer Engineering & Automatic Control – Alexandria University (2012 – 2017)