Mohamed Hamza

Experience

• 

  EGYPTAIR

  Aug 2010 - Aug 2010

  Intern
• 

  Arab organization for Industralization

  Jul 2011 - Jul 2011

  Intern
• 

  Dell Technologies

  Feb 2012 - Feb 2012

  Intern
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  Dell Technologies

  Feb 2013 - Feb 2013

  Intern
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  Dell Technologies

  May 2015 - Nov 2020

  - Working with Isilon team members globally in resolving customer issues; identifies and provides resolutions to a diverse range of technical problems and skills. - Help develop and participates in training and skills development of others.- Identifies and documents with management to proactively revise current procedures and tools to improve customer satisfaction.Technical Responsibility:- Assisting Global team members with Isilon mission critical issues (Data unavailability - Data Loss - Sever performance issue).- Protocols (SMB/NFS/FTP/HTTP/HDFS) debug logging and packet capture analysis.- Process Panic Core dump analysis.Key Achievements:- Received a Bronze Award in Q4 2017, for getting a great customer feedback.- Received 2 Silver Awards in Q2 2018, for having a great customer feedback for handling 2 cases in which the customers were facing a Data Unavailability. - Received an Extraordinary Award in Inspire recognition system in Q3 2018, for handling an escalation which involved a Data Unavailability.- Received a recognition on Customer Experience Day October 2018, CX Success Stories. عرض أقل

  • Principal Engineer, Technical Support

    Oct 2019 - Nov 2020

  • Senior Engineer, Technical Support

    Oct 2018 - Oct 2019

  • Technical Support Engineer II

    May 2017 - Oct 2018

  • Technical Support Engineer I

    May 2015 - May 2017
• 

  Orange Business

  Nov 2020 - Feb 2022

  System and Cloud Operation Engineer

  Shared Cloud FCPv1 operations team who is fully responsible to perform operations for customers business critical applications hosted on Flexible Computing Premium solutions (French and international customers). Its main missions are:• Technical support provided to the team members.• Coaching to leverage the skills of the team members.• Develop a deep knowledge of the most sensitive customers solutions to become a technical operation owner for all run & build activities.• Main point of contact for sensitive customers for the run phase in relationship with SDM, IT CSMs and implementation teams.• Main point of contact to embed new types of activities within the team• Handle changes and incidents for FCPv1 customers.• Develop and update a knowledge base for the team.• Perform on a regular basis some technical operations during non-business hours or on-calls.• Perform some troubleshooting actions to face incidents and crisis situations in the following: - System administration: Linux, Microsoft. - Applications: Php, Apache, tomcat, Jboss, Git, Ansible, RunDeck, customer application integration. - Database management: Oracle, MySQL, MS SQL Server. - Network/Security: VPN, LoadBalancer (Big IPs /ZTM), Reverse Proxy, Squid. - Backup solutions: Networker and Avamar. عرض أقل

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  Dell Technologies

  Feb 2022 - now

  Senior Principal Engineer, Technical Support

  • Working in The Recovery Team within PowerScale (Isilon) Support team members globally in resolving mission critical customer issues; identifies and provides resolutions to a diverse range of technical problems. • Identifies and documents with management to proactively revise current procedures and tools to improve customer satisfaction.• Regularly provide technical support expertise in a complex information infrastructure environment with the need to integrate Dell products and systems with other Dell and Non-Dell systems being operated by customers.• Help develop and participates in training and skills development of PowerScale (Isilon) Support team members.• Technical Responsibility: - Assisting Global team members with PowerScale (Isilon) mission critical issues (Data unavailability - Data Loss - Severes performance issue). - Protocols (SMB/NFS/FTP/HTTP/HDFS) debug logging and packet capture analysis. - Process/Kernel Panic dump analysis. - Working with Isilon Engineering teams on enhancing the troubleshooting process and tools. عرض أقل