Mahmoud Bayoumi
Technical account Manager
New Cairo
Summary
Highly skilled in diagnosing and resolving complex technical issues across Linux systems, enterprise storage, and network environments. Demonstrates a customer-centric approach, a structured troubleshooting methodology, and a proven ability to quickly adapt and learn—backed by over a decade of hands-on experience.
Overview
11
11
years of professional experience
4
4
Languages
Work History
TECHNICAL ACCOUNT MANAGER | DESIGNATED REMOTE SUPPORT
DELL TECHNOLOGIES
New Cairo, Cairo Governorate
09.2021 - Current
- Acting as a dedicated senior technical engineer to high profile financial organizations to provide a pro-active periodic system monitoring and identifying and fixing problem that might cause a production crisis.
- Being a trusted technical consultant to the accounts, providing them with the best practices and resolving their complex technical issues with Dell Technologies Storage products.
- Been able to change one of my account perspectives of technical support that has been provided to them, which was translated in trusting the platform and finalizing larger sales purchases of the product/platform as it became a lot more stable.
- Used to handle 3 different large accounts, providing them with support, implementation and engineering solutions to all their challenges with the Dell ECS as well as providing advises or proof of concept to onboarding all new integration with the Dell ECS system.
- Led cross-functional teams to deliver customized solutions that exceeded client expectations.
- Served as a liaison between clients and internal teams to ensure smooth project execution and delivery.
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- Ensured timely issue resolution by coordinating resources effectively across departments when needed.
- Reduced response time for technical inquiries with efficient communication channels and teamwork.
TECHNICAL SUPPORT ENGINEER | LEVEL 2
DELL TECHNOLOGIES
New Cairo, Cairo Governorate
11.2014 - 08.2021
- Working with different customers over WebEx, Zoom, chat or phone to investigate complex technical issues and provide action plan with clear steps to fix the issue and avoid it from re-occurring in the future.
- Acting as a Second line of support, helping 1st line of support with more complex and challenging issues.
- Constantly provide knowledge and troubleshooting methodology to junior team members to help them solve the issues and gain more knowledge.
- Create new Knowledge Base articles with all steps and explanations on how to solve technical issues.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Mentored junior members of the team on best practices in issue resolution
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Education
Bachelor - Computer Science
ALEXANDRIA UNIVERSITY
Alexandria, Egypt01.2013
Skills
Strong linux expertise
Strong Knowledge in object Storage
Great Communication skills
Great customer handling skills
Customer First mentality
Great knowledge of Amazon S3
Good knowledge of SSL/Certificates
Timeline
TECHNICAL ACCOUNT MANAGER | DESIGNATED REMOTE SUPPORT
DELL TECHNOLOGIES
09.2021 - Current
TECHNICAL SUPPORT ENGINEER | LEVEL 2
DELL TECHNOLOGIES
11.2014 - 08.2021
Bachelor - Computer Science
ALEXANDRIA UNIVERSITY