Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Proud Of
Websites
References
Timeline
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IBRAHIM ELMASRY

Amsterdam,NH

Summary

Technologically-savvy professional with over 11 years of experience in customer service, demonstrating exceptional time management and multitasking skills. Adept at identifying customer needs and resolving complex technical issues to deliver effective solutions. Proven track record of enhancing customer satisfaction and operational efficiency.

Overview

12
12
years of professional experience

Work History

Senior Support Engineer - Confluence Data Center & Crowd Data Center

Atlassian
Amsterdam
12.2022 - Current
  • Provided advanced L2/L3 support for Confluence Data Center and Crowd Data Center, focusing on high-priority enterprise escalations for global customers.
  • Troubleshot complex Java application issues, performed database administration with advanced SQL queries, and optimized deployments using Kubernetes and Docker.
  • Managed critical escalations involving networking, scripting (Python/JavaScript), and performance tuning, ensuring rapid resolutions and exceptional customer satisfaction.
  • Collaborated with engineering teams on bug fixes, product improvements, and knowledge sharing via detailed KB articles.
  • Excelled in delivering outstanding customer experiences, mentoring juniors, and handling high-complexity cases for key enterprise clients.

Principal Engineer - VMware Cloud Foundation, VxRail, Hyper-Converged Infrastructure

Dell Technologies
Cairo
01.2018 - 11.2022
  • Served as escalation point (L4) in Subject Matter Expert team, resolving critical/S1 issues while partnering with Engineering, SE, and cross-functional teams.
  • Contributed to product quality by providing developer feedback and authoring well-documented KB articles for break-fixes and how-tos.
  • Led projects to enhance engineer-to-customer experiences, focusing on high-complexity escalations and enterprise support.
  • Dell Technologies

Senior Engineer - ViPR Controller (Software Defined Storage) & ViPR SRM

Dell EMC
Cairo
01.2016 - 01.2018
  • Founded and built support teams for ViPR SRM and ViPR Controller in Egypt, supporting dual products with a focus on automation and policy-driven services.
  • Delivered global IT support, collaborated on product improvements and bug fixes, and ensured superior customer experiences through technical development.
  • Dell Technologies

Support Engineer - ViPR Storage Resource Management SRM

EMC
Cairo
01.2014 - 01.2016
  • Built the first ViPR SRM support team in Egypt, acting as frontline engineer and developing global KB articles and troubleshooting guides.
  • Mentored new team members and provided multivendor storage analysis for capacity, performance, and health in virtualized environments.
  • Dell Technologies

Education

Bachelor of Science - Computer Networks Management

Loughborough University (Co-Joint With The British University in Egypt)
01.2012

Skills

  • OS: Linux/Windows Server/ESXi/Others
  • DB: PostgreSQL / MySQL / Cassandra / Oracle / Microsoft SQL Server (Advanced SQL Query Creation / Database Administration)
  • Troubleshooting: Precise log analysis - Java Stack tracing SW Performance analysis and Performance tuning - Debugging
  • Networking Troubleshooting: CCNA and Virtual Networking (VMware)
  • AI Utilization and advanced prompting
  • REST APIs
  • Containerization: Docker - Kubectl / Kubernetes
  • Languages/Scripting: Python / Shell / JavaScript
  • Deployments: SW/HW (Cloud - In-House) / Hyper-Converged Infrastructure
  • Atlassian Tools: Confluence / Crowd / Jira - Datacenter and Cloud
  • VMware: VCP-vSAN/vCenter/vSphere/Different VMWare products
  • Technical documentation, Bug detection/documentation

Hobbies and Interests

  • Artificial Intelligence and Technology
  • Sports
  • Arts and Entertainment
  • Travel and Nature
  • Reading and Learning
  • Science and Quantum Mechanics
  • Gaming

Proud Of

  • Awards, Consistent CSATs (Customer Satisfaction Awards) from 2015-2025 and multiple Customer Champion Awards for outstanding support excellence.
  • Giving Back, Mentoring and training peers across industries, fostering a collaborative learning environment. Creatively developed Python and JavaScript scripts/tools that enhance customer support, streamline team workflows, and improve overall support efficiency.
  • Consistent Growth, Achieved consistent promotions through escalating responsibilities, mastering high-complexity issues, and demonstrating ownership in enterprise customer escalations and knowledge sharing.

References

References available upon request.

Timeline

Senior Support Engineer - Confluence Data Center & Crowd Data Center

Atlassian
12.2022 - Current

Principal Engineer - VMware Cloud Foundation, VxRail, Hyper-Converged Infrastructure

Dell Technologies
01.2018 - 11.2022

Senior Engineer - ViPR Controller (Software Defined Storage) & ViPR SRM

Dell EMC
01.2016 - 01.2018

Support Engineer - ViPR Storage Resource Management SRM

EMC
01.2014 - 01.2016

Bachelor of Science - Computer Networks Management

Loughborough University (Co-Joint With The British University in Egypt)

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IBRAHIM ELMASRY