Mahmoud Shouman

Experience

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  Raya Contact Center

  Nov 2012 - Apr 2014

  Technical Support

  •Delivered technical support for Etisalat UAE's business and residential customers, resolving issues related to landline, internet, and IPTV (2P/3P) services with a focus on timely and effective problem-solving.•Handled customer inquiries and complaints efficiently, providing clear guidance and troubleshooting for home service technical issues to maintain service quality.•Maintained up-to-date knowledge of Etisalat's home service products and systems to ensure accurate responses and solutions, contributing to high customer satisfaction levels. Show less

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  National Company for Trading and Contracting (NCTC)

  May 2014 - Apr 2015

  Site Engineer

  •Supervised a team of technicians to oversee the execution of passive data center readiness projects, ensuring tasks were completed efficiently and met project specifications.•Managed the planning, preparation, and implementation of physical network cabling and infrastructure requirements, aligning with data center standards and best practices.•Coordinated with project managers and subcontractors to support project completion on schedule.•Monitored the progress of construction activities on a daily basis to ensure timely completion of projects. Show less

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  Orange Egypt

  Apr 2015 - Dec 2021

  •Designed, Planned and deployed comprehensive IT infrastructure solutions, including hardware, servers, and virtual machines, leveraging VMware vSphere environments.•Administered and monitored vCenter and ESXi cluster servers daily, proactively identifying problem areas and implementing upgrades, releases, and OS patches.• Designed, installed, and provided end-to-end administration support for Citrix (XenDesktop/XenApp) systems, ensuring seamless functionality of related applications and dependent business processes.•Designed and implemented private cloud environments leveraging VMware vRealize Automation to enable efficient provisioning, automation, and management of infrastructure resources.•Diagnosed and resolved day to day operations issues, coordinating with multiple vendor support to maintain optimal server, software, and hardware performance, achieving daily operations KPIs.• Managed administrative tasks across diverse infrastructure management platforms, including HP Onboard, Dell iDRAC, and VxRail Manager.•Collaborated with infrastructure architects and capacity planning teams to ensure timely and efficient project delivery and system enhancements, as agreed upon in technical review meetings. Show less •Delivered first-level technical support and troubleshooting for internal and external cloud customers, ensuring prompt issue resolution and high customer satisfaction.•Build, configure, and maintain VM images (QCOW2, RAW, ISO) for Windows and Linux distributions, enabling streamlined provisioning and efficient resource management within the cloud environment.•Collaborated with cross-functional teams to troubleshoot and resolve network connectivity and stability issues across product infrastructure and data centers.•Managed and monitored installed systems to maintain the highest level of availability, proactively addressing potential disruptions.•Monitor cloud performance, identify bottlenecks, and troubleshoot infrastructure issues. Show less

  • Supervisor Office Automation

    May 2017 - Dec 2021

  • Cloud Systems Administrator

    Apr 2015 - May 2017
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  VMware

  Dec 2021 - Dec 2023

  Senior Technical Support Engineer

  •Resolved technical issues for VMware Enterprise and Tier 1 customers achieving a 100% customer satisfaction rate (CSAT).•Specialized in troubleshooting complex virtualization challenges across multiple support domains (Compute , VCenter , IUM , Network and Storage), collaborating across teams to drive efficient resolutions.•Resolved escalated customer cases and P1 incidents providing formal root cause analysis.•Facilitate proactive case support for multi-vendor troubleshooting cases assisting in critical updates and migrations events strengthening Tier1 customer relationships with account teams.•Authored technical documentation, contributing over 50+ knowledge base articles to improve organizational learning.•Collaborate with VMware engineering teams, develop knowledge resources, and support team skill development. Show less

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  Dell Technologies

  Jan 2024 - now

  Senior Consultant

  •Leading design and delivery of Software Defined Datacenter (SDDC) engagements to critical VMware customers regarding process and technology, in support of IaaS, PaaS and DaaS.•Delivering high quality consultation engagements to IT Transformation, End User Computer and Data Center Modernization initiatives utilizing several Virtualization solutions (VMware ,Nutanix , Citrix).• Lead and manage data center and workload migrations utilizing advanced migration tools, ensuring seamless execution and achieving zero downtime for critical business applications.•Liaise with key infrastructure teams to drive improvements around identified gaps, set recovery time objectives, and conveyed business needs/expectations.•Collaborate with cross-functional teams to identify and address infrastructure gaps within client infrastructure towards BCDR planning to fulfill 100% success for DR rehearsal testing. Show less