Open to opportunities

mohammed alshaarawi

@mohammedalshaarawi

Message

Principal Technical Account Manager delivering customer success and service value for Oracle enterprise teams.

Egypt

Message

What I'm looking for

I want to keep driving customer value at the contract level—owning service delivery, resolving technical escalations, coordinating daily with development, and mentoring teams to improve efficiency and outcomes.

I’m a Principal Technical Account Manager with Oracle Egypt Customer Success Services, focused on end-to-end service delivery against contract goals. I act as a single point of contact and customer advocate, lead value-oriented reviews, and address product-related queries on time.

Previously, I served as a Principal Technical Support Engineer and Team Leader, leading a team of 15 HUB Engineers across Egypt and Romania. I resolved complex customer escalations, improved shift scheduling, mentored and trained team members, and built KPI reporting tools using APEX to show individual contribution.

Earlier in my career, I worked as a Senior System Analyst and Team Leader at Unilever, gathering and documenting requirements, driving SDLC (analysis, design, developing, testing, deployment, supporting), and contributing to IT processes like Change management. I’ve also delivered implementations across multinational environments and have deep hands-on experience with Oracle technologies and ERP/application support.

Experience

Work history, roles, and key accomplishments

Current

Principal Technical Account Manager

Current

Oracle Egypt

Nov 2015 - Present (10 years 7 months)

Managed overall Oracle service delivery for assigned customers as the single point of contact and customer advocate. Led contract value/status reviews, mentored junior TAMs, drove technical issue escalation, and gathered requirements to recommend product upgrades and additional features.

Technical Account Management Service Delivery Management & Customer Success Requirements Gathering Escalation Management Technical Support Stakeholder Management Mentoring Contract Review

Principal Technical Support Engineer

Oracle Egypt

Nov 2006 - Oct 2015 (8 years 11 months)

Led a team of 15 HUB engineers across Egypt and Romania to resolve complex customer issues and manage escalations. Built quarterly shift-scheduling, monitored team performance with KPI reporting tools (APEX), and supported hiring, training, and evaluation activities.

Technical Support Team Leadership Shift Scheduling KPIs Apex Resource Planning

Senior System Analyst

Unilever Mashreq

Sep 2001 - Oct 2006 (5 years 1 month)

Gathered and documented business requirements, produced analysis/design specifications, testing scenarios, and training for analytical and decision-support systems. Served as team leader for web application developers and delivered initiatives including UM Corporate Portal and Sales Alert (SMS and email).

Requirements Analysis System Design Test scenarios UML Oracle Database J2EE Pl SQL Web Application Development

MIS Administrator

Coca-Cola Egypt

Mar 1999 - Aug 2001 (2 years 5 months)

Administrated Oracle database server 7.3.4 on Windows NT 4.0 (IBM Netfinity 7000) and supported Oracle Financials Applications 10.7 (OE/AR/INV/GL/AP). Developed Oracle Reports (Oracle Report Designer) and built data-upload interfaces from MS-Access via ODBC to Oracle Financials using workflow and reporting tools.

Oracle Database Administration Oracle Reports Oracle Discoverer Oracle Workflow Builder ODBC MS Access