Rawan Shehab El Deen

New Cairo,Egypt

Summary

Technical Support Engineer with 5+ years in enterprise support at Dell Technologies, currently at Level 2 handling complex cases and escalations. Experienced in mentoring junior engineers, managing global shift coverage, and collaborating across teams to drive resolution and customer satisfaction. Certified ScrumMaster® with PMP training, combining technical expertise with leadership and a strong interest in roles that bridge technology, customer success, and team growth.

Overview

years of professional experience

years of post-secondary education

Certification

Work history

Technical Support Engineer - Level 1 → Level 2

Dell Technologies

11.2019 - 08.2025

Achieved promotion to Level 2 for outstanding performance and completion of advanced technical training.
Resolved complex customer cases, including escalations from L1 engineers, ensuring accurate diagnostics.
Collaborated with cross-functional teams to address multi-layered technical challenges and align on solutions.
Coached junior engineers through 1:1 guidance and shadowing sessions, fostering professional development.
Coordinated global support shift coverage, optimising resource allocation during holidays and weekends.
Facilitated case turnover meetings with managers to ensure smooth handoff of critical issues.
Proposed routing review initiative to optimise non-break/fix cases, improving workload management.

Education

Bachelor's degree - Communication & Electronics Engineering

Ain Shams University | Credit Hours Program

10.2014 - 07.2019

Skills

Customer relationship management
Problem solving and critical thinking
Cross-team collaboration
Coaching and mentorship

Agile methodologies
Shift scheduling and resource planning
Technical writing
Communication and presentation

Certification

Certified ScrumMaster (CSM) — Mar 2025
Project Management Professional (PMP) — Course completed, exam pending as of Feb 2024
Meta Marketing Analytics Foundation and Data analytics — July 2022
ITIL Foundation Certificate — Jun 2021
ISM v4 — Nov 2019

Languages

Fluent English.

Basic German.

Additional Contributions at Dell:

Planned and executed internal engagement events as part of Dell’s ISG Hub, coordinating with Facilities, IT, and business units to strengthen team morale and collaboration.
Represented the support team in UAT for Agentic AI–powered Services Assistant (Lightning Data Ask & Respond), providing feedback to PMs on functionality, accuracy, and user experience while ensuring alignment with operational requirements.

Timeline