Ahmed Wagih Ammar (Giga)

Software Engineer

Dell•  November 2019 - Present

• Provide prompt technical support from the ECS and VxRail perspectives to Dell EMC Customers by troubleshooting, diagnosing, and resolving their technical hardware & software issues. • Follow Dell EMC procedures, knowledge-based documentation, and best practices to analyze and assess remotely customers’ complex environments, in addition to effectively communicate these procedures to our internal & external customers as part of case documentation and knowledge sharing. • Escalate and consult with senior resources such as L2 SMEs/GSEs and L3 Engineering to resolve more complex issues. • Collaborate with other teams such as Hyper-Converged Infrastructure solutions, Midrange Storage, VMware, and Connectivity in case cross-product analysis is required to address specific issues. • Liaise with senior-level resources the writing of new Knowledge-Based Articles to reference new technical issues, their workarounds, and fixes. • Maintain a closed-loop communication style with Dell EMC customers & partners and ensure continuous & consistent proper documentation within the Service Requests. • Update direct supervisors and concerned parties in case of escalations and cases that require high visibility and maintain a high level of prioritization till a workaround/fix is identified. • Provide necessary consultation and technical advice to Field Support Engineers and assist whenever needed in their on-site duties.

British University in Egypt

Electrical Engineering, BS•  September 2014 - August 2019

Bachelor of Science of Electronics and Communications Engineering