MOHAMED MOUSSA
Cairo
Summary
Experienced Technical Support Specialist with a proven track record of providing exceptional customer service and technical assistance. Skilled in VMware Virtualization. Adept at multitasking, working in a team, and communicating effectively. Committed to leveraging my technical expertise and interpersonal skills to exceed customer expectations and drive success in a dynamic IT environment. Adept at problem-solving and achieving customer satisfaction. Looking for opportunities to apply 8+ years of experience and technical proficiency to contribute to a forward-thinking organization.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Quality and Technical Team Lead
Dell Technologies
08.2022 - 05.2025
- Define quality standards and processes for incidents handling.
- Perform regular quality checks for major incidents.
- Provide consultations and coaching on complex cases.
- Provide Advanced Support as for HCI VxRail Product integrating with VMware vSphere and vSAN.
- Lead and perform interviews within the team.
- Handle escalations with customers.
- Mentor new hires and provide onboarding sessions.
- Work on inner workshops for the team’s enhancement.
- Perform analysis for escalations or surveys required by higher management.
- Prepare and deliver technical Sessions for team members in EMEA and other regions.
- Provide customers trainings and hands-on experience with the product before and after purchase
Vxrail Technical Support Engineer
Dell Technologies
02.2019 - 09.2022
- Resolved complex technical issues in Vxrail, VMware vcenter, vSAN storage, Networks, Hardware, operating system, cluster deployment and cluster upgrade
- Awarded for top performance, by improving customer satisfaction through effective problem-solving and customer service skills
System and Application Admin for private cloud
Orange Business Services
08.2016 - 02.2019
- Managed, maintained Linux and windows operating systems, optimized server performance, and resolved operating system and application issues
- Ensured 99% up-time for private cloud infrastructure by proactively monitoring and resolving issues
- Achieved a Local awards for customer satisfaction and automating daily reports, saving 10 hours of manual work weekly
Education
Bachelor - Business Informatics
French University in Egypt (UFE)
License - Business Informatics
University of Paris-Sud
Skills
- VxRail HCI Solutions
- System Administration: Red Hat Linux, Windows server
- Virtualization VMware vSAN, VMware vSphere
- Database: SQL
- Problem-Solving
- Root Cause Analysis
- Attention to Detail
- Analytical Thinking
- Decision-Making Under Pressure
Courses
- ISM Course
- RedHat Linux
- CCNA
- AWS Cloud Practitioner
- VxRail VMware Install, Configure and manage
- vSAN 6.x Administrator
Certification
- VxRail Administration Specialist
- vSAN 6.x Specialist
- VMware Certified Professional VCP 6
- Foundation Certificate in IT Service Management (ITIL)
Accomplishments
- CX Champ Award
- Local Award for Excellent performance
- Lacal Award for Automating Daily reports
Languages
Arabic
Native
French
Fluent
English
Fluent
Timeline
Quality and Technical Team Lead
Dell Technologies
08.2022 - 05.2025
Vxrail Technical Support Engineer
Dell Technologies
02.2019 - 09.2022
System and Application Admin for private cloud
Orange Business Services
08.2016 - 02.2019
License - Business Informatics
University of Paris-Sud
Bachelor - Business Informatics
French University in Egypt (UFE)
Similar Profiles
Reventh Raj YataReventh Raj Yata
SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)
Taarun RajBhalanTaarun RajBhalan
Principal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International ServicesPrincipal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International Services
M.Banu PrakashM.Banu Prakash
Senior Analyst, Sales at Dell International Services (Dell Technologies)Senior Analyst, Sales at Dell International Services (Dell Technologies)
Reginald WilkinsonReginald Wilkinson
Quality Engineer at DELL TECHNOLOGIES / DELL EMCQuality Engineer at DELL TECHNOLOGIES / DELL EMC
Ahmed A. RadwanAhmed A. Radwan
Retention Manager at Abu Dhabi Islamic Bank – EgyptRetention Manager at Abu Dhabi Islamic Bank – Egypt