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Manar Mahmoud, Senior Technical support Engineer

Manar Mahmoud

Senior Technical support Engineer·Dell Technologies

United Arab Emirates

Bachelor's degree, Communication

Work experience

Total years of experience: 9 years, 5 months

Senior Technical support Engineer

January 2018 - Present

Dell Technologies

United Arab Emirates

January 2018 - Present

Effectively manages a prioritized schedule of cases, negotiating and setting expectations with
Manages case schedules, improving customer satisfaction and issue resolution.
Leads knowledge projects to enhance customer experience and troubleshooting.
Received the Game Changer Award for a Powerpath troubleshooting guide.
Monitors team backlog to meet service levels and boost productivity.
Analyzes issues for effective troubleshooting, reducing customer downtime.
Conducts live investigations for real-time support and quick resolutions.
Maintains clear documentation for knowledge transfer.
Pursues professional development to stay current with industry trends.
Company industry:
IT Services
Job role:
Information Technology

Services SOC Engineer

January 2017 - January 2018

Vodafone

Cairo, Egypt

January 2017 - January 2018

Monitoring nodes for services domains (messaging-charging
mediation-VAS-payments)
Handling alarms using Linux and SQL database
Marketing
Company industry:
Telecommunications

Education

German University

January 2017

January 2017

Bachelor's degree, Communication

Egypt

Aljeel Aljadeed school

January 2012

January 2012

High school or equivalent, Automotive Engineering

Kuwait

Skills

MARKETING
Intermediate
MARKETING
Intermediate
COLLABORATION
Intermediate
COLLABORATION
Intermediate
COORDINATING
Intermediate
COORDINATING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
ENGINEERING ANALYSIS
Intermediate
ENGINEERING ANALYSIS
Intermediate
LINUX
Intermediate
LINUX
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
ORGANIZATIONAL AWARENESS
Intermediate
ORGANIZATIONAL AWARENESS
Intermediate
RELATIONAL DATABASES
Intermediate
RELATIONAL DATABASES
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate

Languages

English

Expert

Training and Certifications

Certifications
PMP-project management professional course Certified Associate PowerEdge
Cloud computing (ISM)