Ayman Ahmed Hassib
Senior Manager
Villa 132, Banafseg 4
Summary
Seasoned leader with a proven track record of delivering excellence in technical support and customer success, backed by a distinguished 16-year career. Accomplished in building and leading high-performing teams, optimizing service operations and aligning support strategies with business objectives. Recognized for driving measurable improvements in efficiency, customer satisfaction and organizational growth. Positioned to take on a high-impact leadership role, shaping strategy and driving organizational excellence.
Overview
17
17
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Senior Manager – UDS Cairo/EMEA Lead
Dell Technologies
11.2024 - Current
- Monitor daily support queues and Avaya phone lines for ECS and PowerScale, ensuring all customer calls and cases are addressed within defined SLO/SLA targets.
- Own and manage customer escalations via calls and Zoom, with full responsibility for Data Unavailable/Data Loss (DU/DL) incidents from initiation through resolution.
- Drive customer satisfaction by leading the Cairo team to consistently achieve top CSAT scores, with multiple team members recognized as CSAT champions globally.
- Track and review Key Performance Indicators (KPIs) daily to maintain service quality and operational performance.
- Conduct quarterly performance reviews, updating Know Your Talent (KYT) plans to recognize achievements and identify development opportunities.
- Plan and deliver technical training sessions, securing training vouchers aligned to Individual Development Plans (IDPs) to strengthen ECS and PowerScale expertise.
- Lead biweekly 1:1s and weekly team meetings to share updates, maintain alignment, and encourage open communication.
- Act as a bridge between company objectives and team goals during periods of organizational change, supporting business priorities while safeguarding team development and career growth.
- Support team morale and engagement by organizing regular team outings and activities.
Senior Manager – Cairo Lead for Object Storage / Elastic Cloud Storage
Dell technologies
07.2022 - 11.2024
- Lead and mentor a high-performing support team to deliver exceptional customer service, ensuring timely resolution of technical issues related to Dell ECS (Elastic Cloud Storage) solutions.
- Collaborate with cross-functional teams, including product engineering, sales, and customer success, to drive continuous improvement in support processes and enhance product quality.
- Monitor and analyze support metrics and customer feedback (KPIs) to identify trends, proactively address potential challenges, and implement strategic initiatives to optimize support efficiency.
- Drive the adoption of AI best practices within the team, locally and globally, for the best of customer needs. (NBA, Omni automation, RPA, Ansible)
Senior Manager - SRS Connectivity EMEA lead
Dell technologies
01.2019 - 07.2022
- Working with 15 Direct reporting engineers (12 EMEA , 3 AMER)
- Was able to restructure whole team responsibilities , procedures and documented for whole support and Field teams
- Managing Wipro responsibilities for the team in addition to their quality measurements.
- Leading communication between Engineering, DevOps and support team for the launch of SCG and taking responsibility for product enhancement
- SSC mailbox handling knowledge transfer plan to all centers and was able to transfer the workload from E-mail into Service Requests to manage the load and the utilization effectively
- Formalized and documented the collaboration process between SRS and all ISG teams
- Was able to train and assist Utah SRS new managers and worked with the team closely on the period when there was no manager on site.
- On going innovative ideas which were translated into developed scripts to maintain our SLO in perfect shape (SLO jumped from 80%~ to 93)
Manager II - Remote Proactive & SRS Connectivity Cairo lead
Dell Technologies
10.2016 - 01.2019
- Working with 14 direct reporting engineers (10 CAIRO , 3 AMER)
- Managing exception requests for the elite customers
- Leading the end to end meetings globally
- Working with Field and Remote management on feedback review between the teams
- Responsible for region adoption for France & handling all escalation from field side to remote proactive from France team.
- Leading the automation committee for Cairo Center of excellence
- Hackathon for software developers across the center to help new hires learning and practicing their coding skills
Supervisor - Remote Proactive
EMC²
07.2014 - 10.2016
- Perform day-to-day management tasks
- Work with top management to set a strategy for the team
- Managing Cairo unified team with 10 direct r
- Work with the team to ensure development plans are set and met
- Perform deep-dive analysis into team's KPIs
- Unified global skills review
- VNX Product leader
Technical Team Lead - Remote Proactive
EMC²
06.2012 - 07.2014
- Leading Cairo Unified Remote Proactive team
- Developed training paths and ensured teams awareness of technical issues and advancements as they occurred
- Workload distribution across all products supported in RCM
- Handle escalations including escalations to the field, senior management and customers
- Mailbox and database housekeeping on a daily basis to ensure all follow-ups/open projects/postponements are handled
Technical Support Engineer II - Remote Proactive
EMC²
03.2012 - 06.2012
- Support VNX,CLARiiON,Celerra,Recoverpoint
- Perform scheduled software upgrades remotely via secured connection
- Deliver Recoverpoint trainings to local and global RCM engineers
- Develop Recoverpoint upgrade procedure to be used by RCM
- Mentoring new hires
Technical Support Engineer I - Remote Proactive
EMC²
07.2010 - 03.2012
- Working on RecoverPoint, Unified products.
- 24/7 support coverage for the upgrade process, with on-call duties.
- Writing knowledge base articles.
- Clean sheet of positive customer surveys with positive feedback.
Web Developer and Software Engineer
ICT For Health
01.2009 - 07.2010
- Development of websites
- Development of healthcare portals
Education
High School Diploma -
Lycée La Libertee Heliopolis
Cairo 04.2001 -
Bachelor of Science - Computer science
Ain Shams University
04.2001 -
Skills
- Strategic Planning & Operations Management
- Talent Development & Resource Allocation
- Cross-Functional Collaboration & Communication
- Data Analytics, Documentation & Reporting
- Troubleshooting & Problem Resolution
- Corporate Communications
- Web Development & Coding (Full-Stack, WordPress, PHP, JavaScript, Python)
- AI Infrastructure & Automation (Machine Learning, Natural Language Processing, Workflow Automation, Cloud-based AI Solutions)
Certification
Information storage and management
Awards
- Cause for applause - Virtul Team Active Member January2012
- Silver Award - Innovation Champ – February2012
- Cause for applause - Helped fix failing upgrades July2012
- Bronze Award - Automatic Email Tool – September2012
- Bronze Award - Development champ – December2012
- Silver Award - High performance and dedication – March2013
- Silver Award - Creating COE Onsite Library Website – June2013
- Bronze Award - USD Upgrade Knowledge Transfer Session- September2013
- Bronze Award - Great leadership in product lead role – July2014
- Silver Award - Most Valued Peer Globally –August2014
- Gold, Award - GS Feedback Portal Development – April 2017
- Extraordinary – Automation leading and development for GPS travel portal – 2018
- Multiple delight awards regarding leadership, team spirit, winning together. (2020 - 2025)
- 3 Game Changer Awards (Highest within the org)
Training
- Management Foundations
- Business Acumen
- Managing Challenges
- Annual Manager Program
- Developing Your Team
Founder and leader of Cairo Center Of Excellence Automation Committee
- Automate/Develop center of excellence transportation solution under LSS Green Belt with cost saving 100,000 Egyptian Pound per month (mobile app in the near future plan)
- Automate/Develop HR proposal comparison tool to eliminate the excel manual work and speed up the hiring process under LSS yellow belt
- Development of Over Time calculation system under LSS black belt for the center of excellence
- Mobile system for Dell GenNext Committee
- Developed Travel Incentive Calculator system which was able to eliminate 5 days of work each quarter with no calculation error
- To date we have 40+ projects completed within the automation committee serving all business units in Cairo CoE and even some global projects with META and EMEA region.
Soccer, Travel, Coding
- Soccer – Active player with a strong passion for the sport.
- Football Support – Dedicated FC Barcelona supporter.
- Travel – Exploring new destinations, cultures, and perspectives.
- Coding – Enjoy experimenting with code and developing problem-solving projects.
References
Furnished upon Request
Timeline
Senior Manager – UDS Cairo/EMEA Lead
Dell Technologies
11.2024 - Current
Senior Manager – Cairo Lead for Object Storage / Elastic Cloud Storage
Dell technologies
07.2022 - 11.2024
Senior Manager - SRS Connectivity EMEA lead
Dell technologies
01.2019 - 07.2022
ITIL V3
10-2018
Manager II - Remote Proactive & SRS Connectivity Cairo lead
Dell Technologies
10.2016 - 01.2019
Lean Six Sigma green belt
06-2016
Lean Six Sigma yellow belt
11-2014
Supervisor - Remote Proactive
EMC²
07.2014 - 10.2016
VNX solution specialist for implementation engineers
08-2012
Technical Team Lead - Remote Proactive
EMC²
06.2012 - 07.2014
Technical Support Engineer II - Remote Proactive
EMC²
03.2012 - 06.2012
Recoverpoint data replication and recovery
10-2010
Information storage and management
07-2010
Technical Support Engineer I - Remote Proactive
EMC²
07.2010 - 03.2012
Web Developer and Software Engineer
ICT For Health
01.2009 - 07.2010
High School Diploma -
Lycée La Libertee Heliopolis
04.2001 -
Bachelor of Science - Computer science
Ain Shams University
04.2001 -
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