Eslam Farag

Experience

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  Orange Business Services

  May 2019 - Jul 2021

  VOIP Engineer II

  -Delivering an outstanding customer experience through end-to-end ownership of all IPT (IP Telephone) and IPCC (IP Contact Centre) requests raised by customers. -Manage bulk migration projects.Achievements:-Exceeded expectations in 2019 and 2020 appraisals (Ranked 1st in the team).-Received local awards from Orange in 2019, 2020, and 2021.

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  Dell Technologies

  Aug 2023 - now

  -Troubleshoot customer issues via chats and Remote sessions in alignment with Pro-SLA.-Conduct research and resolve issues using labs, log bundles, knowledge base articles, peer collaboration, and other tools.-Provide technical solutions for deployments related to the area of support.-Take full ownership of all cases, including complex queries, delivering world-class support until resolution.Areas of Support:-PowerEdge servers: Tower, Rack, and advanced Modular blade systems.-Handle all hardware and software-related issues (VMware ESXi, Windows Server).-Collaborate with respective teams for software troubleshooting.-Assist customers with server configurations in remote sessions.-Support customers with network and storage configurations.-Troubleshoot network and storage systems connected to PowerEdge servers.-Validate system compatibility with hardware, operating systems, firmware, and drivers for deployments.Achievements:-Received an outstanding annual review for FY23.-Earned the Dell Inspire Award multiple times.-Joined the SME Mentorship Academy. Show less

  • Enterprise DC Engineer - UK & EMEA

    Aug 2021 - now

  • Subject Matter Expert

    Aug 2023 - Sept 2023