MUHAMED Adam

Provided expert-level technical support for OpenText Data Protector, assisting global customers in troubleshooting backup, restore, and disaster recovery issues, ensuring minimal downtime.

Diagnosed and resolved complex technical problems related to session failures, media agents, and IPC protocol errors across Windows and Linux environments, improving system stability.

Performed detailed log analysis and system debugging to identify root causes and implement corrective actions, contributing to a reduction in recurring issues by 25% through proactive measures.

Collaborated closely with R&D and engineering teams to escalate unresolved issues, streamlining resolution processes and achieving consistent SLA adherence for critical cases.

Documented solutions and contributed to internal knowledge base articles and external support documentation, enhancing team efficiency and customer self-service capabilities.

Maintained computer hardware and software systems, reducing IT-related downtime by 15% through proactive maintenance and rapid issue resolution.

Provided comprehensive phone, remote, and desktop support to over 50 users, resolving 90% of hardware and software system issues efficiently.

Administered Windows Server environments and managed network installations, ensuring 99.9% system uptime and reliable connectivity.

Implemented and managed data security and backup systems, achieving 100% data recovery success rates and safeguarding critical business information.