Dalia Essa

• Project management of systems maintenance services of infrastructure solutions, for Enterprise Data Centres, related to SAN, NAS, DAS.
• Log collection and analysis of customer’s infrastructure and generation of System Maintenance Plan (SMP) document.
• Planning and deploying of SMP in collaboration with clients.
• Planning and deploying of OpenManage Enterprise (OME) / Secure Connect Gateway (SCG) Systems Management software suite and knowledge transfer to customer.
• Troubleshooting environment issues during deployments.

ECS Subject Matter Expert

• Responsible for product management in Cairo, Egypt.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Responsible for DU/DL technical and process investigations and analysis as part of CPIs.
• Creating and delivering advanced/new hire training classes and huddles and informing team about new updates and procedures.
• Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
• Approval/rework of knowledge base articles.

Upgrade Engineer

• Performing checks and upgrades for different products: - Unified products:
  - Unity/ VNXe/ VNX/ Powerstore.
  - Elastic Cloud Storage.
  - VCE.
• Hot accounts management and handling; responsible for managing delivery of complex upgrade projects and maintaining quality.
• Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.
• Ensure customer is communicated with in timely manner and treated with highest degree of respect.
• Following up with clients to ensure that arrays are healthy with no issues.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues that are detected during checks and upgrades.
• Following standard procedures for proper escalation of unresolved issues to appropriate internal teams.
• Maintained clear communication channels with clients throughout troubleshooting process, ensuring transparency and trust.
• Consistently met or exceeded performance metrics, contributing to overall team success.
• Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
• Documented faults and bugs for referral to development staff for use in updates.

• Architect, design, develop, debug and troubleshoot software and firmware programs for current and next generation embedded systems and products.
• Determine or contribute to assessment of hardware compatibility and/or influence hardware design, architecture decisions and HW/SW functional split.
• Developed innovative solutions for complex engineering problems, resulting in improved product quality and reduced manufacturing costs
• Reviewed technical documentation to ensure accuracy and compliance with industry standards before submission to regulatory agencies or clients