Kareem Ramadan

Experience

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  Professional engineering services

  Jul 2013 - Jul 2013

  Electrical Engineering Intern
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  Professional engineering services

  Jul 2014 - Jul 2014

  Automation intern
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  Amer Group

  Jul 2015 - Jul 2015

  IT Intern
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  Huawei Technologies

  Dec 2016 - May 2017

  Transmission Engineer

  – Front Office and L1 at Telecom Egypt NOC (POC).– Data Creation at Etisalat NOC.– ROT at Etisalat E-Band Project.

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  Vodafone

  Jun 2017 - Feb 2018

  Transmission Engineer

  – Front Office Engineer on Huawei’s Backhaul nodes.– Transmission Front Office Engineer on access nodes.

• 

  Dell Technologies

  Mar 2018 - now

  – Apply technical knowledge to analyze and use highly technical troubleshooting tools andanalytical practices procedures to diagnose and resolve issues in unique and often complexcustomer environments.– Handle highly escalated cases and hot customers.– Reproduce customer issues in a virtual lab and test solutions to ensure the security andstability of their environment.– Conducting debug logging and packet capture analysis for various protocols.– Deliver on-boarding training for new hires and contributing to the training and skill enhancementof colleagues.– Handle and resolve internal technical escalations from L1s– Provide live case troubleshooting assistance to advance team member’s technically.– Liaison with workflow managers to ensure proper and faster case assignments.– Monitor team’s backlog to ensure proper case handling, technical accuracy and reduce timeto resolve cases. Show less – Resolve complex technical issues in customer’s environment while consistently meeting customercommitments with a focus on delivering a positive customer experience and alwaysachieving the KPIs.– Gather relevant information and analyze a broad range of factors while working to diagnoseand resolve issues.– Determine which tool(s) to use to resolve issues including running tests.– Effectively communicates procedural and technical issues to internal and external customersin a fast paced and customer critical environment.– Maintain a "closed loop" communication style that ensures proper and consistent documentationin service request case notes; assuring all appropriate individuals are notified of ongoingissues and problem resolution status.– Validate technical information and issues early warning and disseminates information asneeded. Show less – Specialized in performing upgrades for PowerScale(Isilon), VPLEX, and RecoverPoint systems,ensuring minimal downtime and smooth transitions for customers.– Conducted comprehensive pre-upgrade health checks to assess customer environmentreadiness, identifying potential issues and ensuring successful upgrade execution.– Provided technical support, resolving issues found during upgrades and ensuring customersatisfaction through prompt and effective problem-solving.– Collaborated with the automation team to streamline and automate the upgrade process,resulting in increased efficiency, reduced manual errors, and faster deployment times.– Assisted in training new hires and mentoring junior engineers, sharing expertise and fosteringa collaborative team environment. Show less

  • Senior Technical Support Engineer

    Apr 2023 - now

  • Technical Support Engineer 2

    Mar 2021 - Apr 2023

  • Technical Support Engineer 1

    Mar 2018 - Mar 2021