Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Ahmed Elmetwalli

Cairo

Summary

Experienced IT professional with a strong background in troubleshooting, storage solutions, and virtualization. Proven expertise in the implementation and management of complex network systems and Linux environments. Adept at delivering efficient and reliable technology solutions to enhance operational performance. Career goal: to leverage technical skills in a dynamic organization focused on innovation and growth.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Technical Support Engineer Level 2

Arrow Electronics
05.2025 - Current


  • Provide Tier 1 and Tier 2 technical support for Broadcom Clarity PPM, addressing issues related to performance, configuration, access, and integrations.
  • Act as a liaison between end users and product engineering teams to resolve complex incidents and ensure timely issue resolution.
  • Troubleshoot and resolve user-reported issues across various Clarity modules (e.g., Projects, Resources, Timesheets, Portfolios, Financials).
  • Perform root cause analysis on recurring issues, reducing ticket volume and improving overall system stability.
  • Assist in environment upgrades, patches, and testing in collaboration with internal teams and Broadcom support.
  • Collaborate with cross-functional teams including project managers, system admins, and business analysts to understand requirements and ensure Clarity PPM aligns with business goals.

Technical Support Engineer Level 2

Dell Technologies
03.2022 - 09.2025
  • Promoted on March, 2023 to level 2 and supporting Virtual Tape Library (VTL) Skill
  • Resolve customer-reported issues while working closely with other multi-functional teams (PowerEdge, Power Vault, Secure connect gateway, VxRail)
  • Determine priority levels while negotiating and setting expectations with customers
  • Document relevant information and ensure that the customer is communicated with in a timely manner
  • Drive operational excellence through quality closures and proper escalation of issues
  • Mentors and coaches less experienced TSEs also providing informal training.
  • Working with customer service teams to assess the customer environment, identify the issues, and gather all necessary information for root cause such as system and software information, usage scenarios, log files, screenshots


Technical support engineer Level 1

Dell Technologies
03.2022 - 03.2023
  • Respond to customer inquiries and assist in troubleshooting and resolving challenges.
  • Works on All aspects as a troubleshooting Engineer to resolve storage issues whether if it’s Network, Hardware or
    Filesystem then escalate if needed to a specialist.
  • Create content for the knowledge base through accurate case documentation.
  • Maintain an overall high level of customer satisfaction.



Technical Support Specialist

Orange Business Services
10.2020 - 03.2022
  • Responded promptly to customer calls & emails related to Network issues in their Environment
  • Prioritized and managed workload effectively to meet KPIs and maintain customer satisfaction
  • Collaborated with on-site engineers to guide and troubleshoot complex issues, fostering effective communication and teamwork
  • Promoted to Senior position after 1 year of joining the team

Education

Bachelor of Science - Electronics & Communication Engineering

Misr International University

Skills

  • Troubleshooting
  • Storage solutions
  • Virtualization
  • Implementation
  • Networks
  • Linux

Certification

  • Power Protect Data Domain Deploy 2023 | Certified on 11.2024
  • Nutanix Hybrid Cloud Fundamentals | Course 11.2024
  • Advanced Configuration - CommCell Console | Certified on 10.2024
  • Commvault Professional | Certified on 10.2024
  • Specialist – Implementation Engineer, Power Protect DD Version 3.0| Dell Technologies Certified on 10.2023
  • Specialist – System Administrator, Power Protect DD Version 3.0| Dell Technologies Certified on 10.2023
  • VMware Certified Professional Data Center Virtualization 2023 | VMware Certified on 03.2023
  • Associate – Information Storage & Management Version 5.0 | Dell Technologies Certified on 04.2022
  • ITILv4 | Certified on 04.2021
  • Field Engineer for testing 4G Mobile Network | Huawei 07.2017 (Training)

Languages

Arabic
Native
English
Fluent

Timeline

Technical Support Engineer Level 2

Arrow Electronics
05.2025 - Current

Technical support engineer Level 1

Dell Technologies
03.2022 - 03.2023

Technical Support Engineer Level 2

Dell Technologies
03.2022 - 09.2025

Technical Support Specialist

Orange Business Services
10.2020 - 03.2022

Bachelor of Science - Electronics & Communication Engineering

Misr International University

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Ahmed Elmetwalli