Aya Mahgoub

ECS Object Storage -Apply advanced technical expertise using standard operating & diagnostic procedures to resolve standard to complex level issues -Responsible for sharing all acquired knowledge concerning problem resolutions; lead efforts in facilitating problem recreation and failure analysis systems level issues -Assist junior engineers on complex cases &elevated engagements -Running real time troubleshooting sessions with customers -Work on critical Escalations/Data Unavailable /Data Loss level issues

- Responsible for cascading business analytics and Power BI knowledge to Center of Excellence (COE) members - Build analytics capabilities and provide consultation and guidance to COE members on utilizing Power BI and business analytics practices in their teams and business units, to drive business impact across the COE - Utilize data and reporting tools such as Power BI, to derive insights from business data and create meaningful dashboards that help executives make better decisions

- Work directly with global customers and Dell Technologies personnel - Support the full line of Isilon products within Unstructured Data division - Analyze, identify the cause, recommend a solution and document the problem towards issues with a customer’s product - Answer live incoming phone calls and respond to e-mails to troubleshoot, manage, collaborate and resolve customer problems - Work with 3rd party service providers in the process of analyzing and resolving customer issues

- Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, and conveying resolution - Analyzing storage performance, isolating bottlenecks and making application, workload, and configuration recommendation - Create performance reports with graphs, charts, and conclusion - Create action plans to be executed by the Professional Services and Field teams; to enhance the performance of the storage

Improving the overall customer experience with the VNX/Unity product by utilizing my technical knowledge of the product to assist customers in troubleshooting their problems and configuring new resources in VNX/Unity.