Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Generic

Mohamed Fouad

Technical Support Engineer L2
Cairo

Summary

Knowledgeable Technical Support Engineer with solid background in diagnosing and resolving complex technical issues.

Demonstrated skills in troubleshooting and system analysis, consistently enhancing team efficiency and performance.

Organized and dependable successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Always dedicated to efficiently and effectively resolve crucial problems in the fairest amount of time carefully handling customers ensuring their utmost satisfaction.

Overview

5
5
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Software Support Specialist

Ibnsina Pharma
Cairo , Cairo Governorate
10.2020 - 06.2021
  • Following up with over 1000 users every week to verify optimal satisfaction following support engagement and 100% problem resolution.
  • Retaining existing users and supporting in development of new software enhancements by extending high quality and efficient support service ensuring.
  • Breaking down and evaluating user problems using manual test techniques, personal expertise and probing questions.
  • Working with software development team on reported errors and bugs on newly released software and assisting in deployment of release fixes.
  • Delivered exceptional customer service through clear communication and empathy, resulting in increased client retention rates.

Software Tester

Ibnsina Pharma
10.2021 - 04.2022
  • Wrote and optimized over 200 test cases to maximize success of manual software testing with consistent, thorough approaches.
  • Collaborated with over 10 developers and product owners to stay current on product features and intended functionality.
  • Located more than 500 root causes of problems by reviewing configuration files and logs.
  • Collaborated with QA team to test multiple software quality through manual testing.
  • Supported test review, defect control and configuration management within delivery pipeline.
  • Implemented use of Agile Method through Azure Dev Ops to illustrate project features and requirements.

Tier 2 Technical Support Engineer

Dell Technologies
Cairo , Cairo Governorate
04.2022 - Current
  • Improved customer satisfaction by resolving complex technical issues in a timely manner.
  • Enhanced the quality of support by regularly participating in training sessions and professional development opportunities.
  • Regularly exceeded established performance metrics, demonstrating consistent dedication to outstanding support services.
  • Leveraged remote diagnostic tools to troubleshoot customer systems effectively without requiring onsite visits, saving time and resources.
  • Assisted new hires with onboarding tasks, including system setup and training on company policies and procedures.
  • Managed over 500 high-priority tasks, ensuring swift resolution of critical issues.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Achieved expertise in Hyper-converged Infrastructures specifically VMware vSAN Environments
  • Demonstrated strong communication skills while explaining complex technical concepts to both customers and colleagues across various departments.
  • Escalated deeply complex cases to higher level engineers in a timely manner to maximise efficiency on problem resolution ensuring customer's satisfaction
  • Achieved top performer over the Chat channel through multiple quarters and received Dell Inspire Awards from managers

Education

Bachelor of Science - Computing And Information Technology

Arab Academy For Science And Technology
Alexandria
09.2014 - 06.2018

Skills

Staff education and training

Hardware diagnostics

Advanced troubleshooting

Remote diagnostics

Technical troubleshooting

Client communication

Issue escalation

Problem resolution

Critical thinking

Training and mentoring

Hardware troubleshooting

Attention to detail

System troubleshooting

Technical support

Diagnostic techniques

Software updates

Accomplishments

  • Top Performer in Peer to Peer Chats over Q1FY24, Q4FY24, Q4FY25
  • Positive Feedback from candidates from same and different teams since the beginning of my role as a TSE
  • Multiple Full Satisfaction surveys over my working years as a TSE
  • Multiple Internal certifications through scheduled trainings including VMware Data Center Virtualization : Core Technical Skills, Introduction to Linux, VMware vSphere Install, Configure and manage

Interests

Further Exploration of my Working Field

Constant learning of new Methods and Tools

Interacting with individuals to share Ideas

Constantly Achieving Goals

Timeline

Tier 2 Technical Support Engineer

Dell Technologies
04.2022 - Current

Software Tester

Ibnsina Pharma
10.2021 - 04.2022

Software Support Specialist

Ibnsina Pharma
10.2020 - 06.2021

Bachelor of Science - Computing And Information Technology

Arab Academy For Science And Technology
09.2014 - 06.2018

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Mohamed FouadTechnical Support Engineer L2