Bassant ElMonairy
Manager 2, Technical Support Enterprise Business
Cairo
Summary
I am a highly experienced professional with a strong background in customer support services, specializing in networking, security, and storage management. Throughout my career, I have successfully led teams to achieve exceptional results. My leadership abilities and strategic mindset enable me to make a significant impact on customers and team members development.
Overall, I am a dedicated professional with a proven track record in customer support, project management, and team leadership. My skills, combined with my passion for making a difference, make me a valuable asset to any organization.
Overview
9
9
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Manager 2, Technical Support
Dell Technologies
04.2024 - Current
- Managing a team of 20 direct reports for level 1, Level 2 and recovery support Engineers.
- Accomplished multiple tasks within established timeframes.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maximized performance by monitoring daily activities and mentoring team members.
- Acting as point of escalation to ensure prompt resolution and high customer satisfaction levels.
- Leading global initiatives to enhance processes, KPIs, customer satisfaction and cost reduction.
Manager 1, Technical Support
Dell Technologies
07.2022 - 03.2024
- Developed detailed plans based on broad guidance and direction.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedules and monitored performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Regional Quality Lead
Dell Technologies
10.2020 - 06.2022
- Coaching TSEs to drive case ownership and management.
- Ensuring all cases are assigned and actioned in a timely manner.
- Acting as point of contact for management on any operational issues & cases
- Providing support and feedback to technicians on policy & process changes
- Leading a team of quality inspectors to ensure consistent adherence and smooth handover.
- Leading programs, projects or process development from design phase to implementation along with management team
- Analyses failures, Identifying root causes, coaching and training needs and delivering improvement actions.
Regional Technical Coach
Dell Technologies
03.2020 - 09.2020
- Developing and delivering presentations to educate team members
- Providing technical consults for team members for multiple skills
- Sharing best practices and techniques for research and troubleshooting
- Running weekly sharing knowledge sessions for team members.
- Documenting technical troubleshooting guides.
Technical Support Engineer 2
Dell Technologies
04.2019 - 02.2020
- Using technical ability to resolve highly complex issues
- Coaching, mentoring and providing guidance to team members to help them improve their technical skills
- Research and reproduce technical issues
- Developing and delivering training related to technical specialties
- Collaborating with SMEs and Engineering team
Technical Support Engineer
Dell Technologies
03.2016 - 04.2018
- Providing timely response & solution to complex / sensitive technical customer escalations building strong collaboration & partnership with all the internal stakeholders involved.
- Troubleshooting: Identify, diagnose, and resolve technical problems by analyzing system logs, performing tests, and investigating reported issues.
- Documenting and maintaining a comprehensive record of customer issues, solutions, and troubleshooting steps to build a knowledge base for future reference.
- Developing a deep understanding of the product supported to effectively assist customers and provide accurate information.
Technical Support Engineer
Orange Business Services
10.2015 - 02.2016
- Interacting with customers through various channels (phone, email, chat) to understand and resolve their technical issues.
- Troubleshooting: Identify, diagnose, and resolve technical problems by analyzing system logs, performing tests, and investigating reported issues.
- Collaborating with other support teams or departments to escalate complex issues that require specialized expertise.
Education
Engineering Technology
German University in Cairo
06.2015
Futures IGCSE
06.2010
Skills
Certification
PMP - Project Management Professional
Extracurricular Activities
- DELL Technologies BelMasry Lead - Social Impact, True ability and Planet ERGs site Lead
- Global Initiative Solar Community hubs Project manager for Fayoum & Sohag
- Joined Release your potential leadership program
- Team Member at Dell for Entrepreneurs
- Member at CX accelerate academy
Timeline
Manager 2, Technical Support
Dell Technologies
04.2024 - Current
Manager 1, Technical Support
Dell Technologies
07.2022 - 03.2024
Regional Quality Lead
Dell Technologies
10.2020 - 06.2022
Regional Technical Coach
Dell Technologies
03.2020 - 09.2020
Technical Support Engineer 2
Dell Technologies
04.2019 - 02.2020
Technical Support Engineer
Dell Technologies
03.2016 - 04.2018
Technical Support Engineer
Orange Business Services
10.2015 - 02.2016
Engineering Technology
German University in Cairo
Futures IGCSE
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