MANAR ZAYED

Delivered high-quality support through chat, email, and calls to enhance client experience.

Investigated and resolved technical issues involving APIs, data pipelines, dashboards, and platform functionality.

• Utilized Python for debugging and developing customized solutions tailored to client needs.
• Tested and troubleshot API requests with Postman to ensure seamless integrations.
• Collaborated with engineering, product, and customer success teams to optimize overall client outcomes.
• Documented cases, solutions, and best practices to facilitate improved knowledge sharing across teams.

• Working with engineering and development teams on complex cases.
• Handling highly escalated cases and product bugs.
• Product documentation and knowledge base article writing.

• Led technical swarms from L1s across Dell Technologies for Midrange products, ensuring timely resolution of customer issues.
• Developed and delivered technical training programs for L1 support engineers, fostering their professional development and skill enhancement.
• Developed comprehensive technical training materials from scratch for L1 support engineers, covering several product support topics; hardware, configuration, and feature troubleshooting.
• Facilitated quarterly one-on-one meetings with engineers to track progress, provide feedback, and identify opportunities for further development.
• Collaborated with stakeholders to design and deliver technical training sessions on Unity Hardware and Unity replication across multiple GEOs.
• Established direct communication channels with storage products' developers and engineering support to address system bugs and complex cases effectively.
• Initiated and led the development of a script aimed at streamlining troubleshooting processes, resulting in significant time savings.

• Provided escalated customer incident troubleshooting for Unity and VNX products, ensuring timely resolution and customer satisfaction.
• Developed and delivered advanced troubleshooting training sessions for Unity replication incidents, empowering support teams to address complex issues effectively.
• Compiled and maintained knowledge base articles to document resolution scenarios and known problems/bugs, facilitating efficient problem-solving for support teams.
• Collaborated closely with Engineering and Development teams to resolve highly escalated incidents and contribute to product improvement efforts.

• Provided comprehensive worldwide support for Dell EMC Unity and VNX products, demonstrating expertise in troubleshooting and problem resolution.
• Attained industry certifications including ISM v3, SAN Administrator, and SAN Implementation Certifications, enhancing technical proficiency and credibility.

• Provided 24x7 support to Front Office Engineers and handled escalated cases, ensuring uninterrupted service delivery and customer satisfaction.
• Conducted technical coaching sessions for Front Office Engineers, enhancing team capabilities and performance.
• Compiled detailed network overview documentation and instructional guides to facilitate knowledge sharing and operational efficiency.

• Assisted professors in preparing and delivering course materials.
• Facilitated student discussions and provided academic support during office hours.
• Graded assignments and provided constructive feedback to enhance learning.