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
Project management
Communication
Policy Implementation
Team Collaboration
Interpersonal Skills
Cross-Functional Teamwork
Time management
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