Aya Usama

Led delivery of VMware professional services engagements, managing kickoff calls, project milestones, and stakeholder communications for enterprise accounts. Conducted risk assessments and prepared project status reports for senior leadership and C-suite clients.

Led end-to-end RSA ID Plus and SecurID Multi-Factor Authentication implementation projects for enterprise customers. Executed POCs, designed technical architecture documentation, and managed project tasks and customer expectations for on-time delivery.

Provided advanced Level 2 technical support for RSA SecurID and RSA ID Plus MFA platforms, resolving complex authentication and identity management incidents. Managed high-priority escalations and maintained SLA compliance.

Delivered Level 2 technical support for VMware NSX-ALB (AVI) load balancing solutions, resolving critical infrastructure incidents for enterprise clients globally. Conducted root cause analysis and managed escalation triage.

Reduced ticket backlog by 15% through systematic incident prioritization and workflow optimization. Earned two consecutive Change Maker Awards and served as instructor for an internship program.

Facilitated undergraduate coursework in Information Theory and Coding for engineering students in the credit hours program.

Currently pursuing a Master's degree in Computer Engineering with a focus on Cybersecurity.

Grade: Very Good

Bachelor's Degree in Communications Engineering with an overall grade of Very Good and a graduation project rated Excellent (GPA 4.0).

Completed IGCSE studies at The English School from 2013 to 2015.

Attended The English School from 2002 to 2013.