ahmed el shahawy

Senior Technical Support Engineer at Seal Software
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Contact Information
us****@****om
(386) 825-5501
Location
Al Jizah, Egypt, EG
Skills

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Bio

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Credentials

  • DocuSign CLM Specialist 2021
    DocuSign
    May, 2021
    - Nov, 2024
  • Big Data Foundations - Level 1
    IBM
    Apr, 2018
    - Nov, 2024
  • Client Success and Support: Professional
    IBM
    Apr, 2018
    - Nov, 2024
  • Data Science Foundations - Level 1
    IBM
    Apr, 2018
    - Nov, 2024
  • IBM Blockchain Essentials
    IBM
    Apr, 2018
    - Nov, 2024
  • WebSphere Liberty - Administrator
    IBM
    Apr, 2018
    - Nov, 2024

Experience

  • Seal Software, a DocuSign Company
    • United States
    • Software Development
    • 1 - 100 Employee
    • Senior Technical Support Engineer
      • Aug 2018 - Present

      •Applies advanced systems level technical expertise to resolve standard to highly complex customer issues •Works closely with engineering and cross functional team in resolving customer issues. Identifies, develops and implements problem resolutions and follows standard practices and procedures •Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate •Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment •Being the main customer interface to Seal R&D to resolve customer bug issues and manage communication with the customer •Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions •Monitor the quality control of Seal’s applications for the customers. This includes: Making proposals/suggestions to Seal R&D to continuously improve the customer user experience and quality of Seal Software products Participating in software quality testing by providing beta release user testing and feedback for product releases •Assist with Professional Services & Pre-Sales internal or field integrations when necessary Show less

  • IBM
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • db2 support analyst
      • Mar 2017 - Aug 2018

      Db2 Support engineer at IBM Egypt.Part of Team supportingcustomers in EMEA to solve Software issues related to DB2 LUW.a) Checking db2diag logs for events relating fault identified bycustomerb) Providing a resolution to faultsc) Assisting customer in configuration and best practices related tohis enviromentd) Assisting team in solving their casese) Checking if fault related more to hardware than software from logsf) Collaborate with level 3 and development team to provide specialbuilds to customersg) Providing technical tips and best practices to customers Show less

    • REmote Technical support
      • Sep 2012 - Aug 2018

      System X support Lenovo Think serversMV(multi vendor) support including HP,Dell,Fujitsu-Receive and entitle calls from clients. Act as primary communication path between client and IBM technical support team - Primary communications method - spoken, via telephone - but also requires high calibre of written skills for updating case notes in problem management system - The ability to converse at ease equally with site technician or Customer Executive -Provide remote technical support assistance to clients and IBM technical personnel on High Volume product environment. -Perform hardware problem determination, problem source identification utilizing a range of tools, techniques, knowledge bases and processes -Provide action plans to clients to resolve issues and act as interface with IBM field support staff as needed to develop and execute action plans to resolve client issues -Maintain and update support case documentation -Engage Level 2 support team when appropriate for case escalation and ensure that supporting data / template for escalation has been completed -Contribute to high client satisfaction. -Recommend improvements to maintenance package or technical support tools, procedures or processes as required -Monitor product and account performance / follow up as required to confirm case resolved - Ability to work under pressure whilst maintaining high client satisfaction and KPI targets-engaging with Management to check on status of each case and best solution to be provided Show less

  • NARSS
    • Egypt
    • Government Administration
    • 100 - 200 Employee
    • System Admin
      • Dec 2007 - Dec 2012

      Adminstration on Blue Gene L working with db2 shell scripts to facilitate admin tasks checking and administering compute nodes to customers ensuring smooth remote network connection to blue gene providing support to customers on accessing Blue gene Adminstration on Blue Gene L working with db2 shell scripts to facilitate admin tasks checking and administering compute nodes to customers ensuring smooth remote network connection to blue gene providing support to customers on accessing Blue gene

Education

  • Arab Academy for Science, Technology and Maritime Transport
    good, Computer science
    2003 - 2007
  • Nefertari language school

Community

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