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Mahmoud Aman

@mahmoudaman

Senior System Engineer at Dell Technologies, delivering enterprise support and AI-enabled service automation.

At Dell Technologies, I deliver advanced diagnostics and troubleshooting across enterprise platforms, including GPU systems, networking, and firmware. I also support service delivery for government and strategic enterprise customers.

As an IT Technical Analyst at Dell Technologies, I implemented AI-enabled L1/L2 automation with virtual agents and workflows to reduce ticket volume and improve mean time to resolution. I also supported executive users across EMEA and contributed to SLA governance.

Earlier, I directed IT operations for 28 engineers at Excis and provided VIP support to enterprise clients. Across my support roles, I’ve worked on P1 and P2 incidents, endpoint management, ITSM, and service delivery.

Experience

Work history, roles, and key accomplishments

Current

Senior System Engineer

Current

Dell Technologies

Oct 2025 - Present (1 year)

Delivered advanced onsite and remote diagnostics and troubleshooting across CSG and ISG portfolios, supporting enterprise platforms including GPU systems, networking, firmware/BIOS, and structured cabling. Led preventive maintenance initiatives, ensured SLA compliance, and coordinated deployment schedules and client visits.

GPU Systems Engineering Networking Firmware BIOS Structured Cabling SLA Deployment Escalation Management White Glove Service Knowledge Base Training Mentorship

IT Technical Analyst

Dell Technologies

Nov 2018 - Aug 2025 (6 years 9 months)

Designated specialist for executives across EMEA, managing escalations, complex technical issues, and ongoing and planned projects. Managed regional IT asset lifecycle (CAPEX/OPEX), including procurement, inventory availability, compliance tracking, and end-of-life refresh planning.

IT Asset Lifecycle Management CAPEX OPEX Procurement Inventory Compliance SLA Governance AI Automation Virtual Agent Knowledge Base MTTR

IT Operations Manager

Excis

Mar 2018 - Nov 2018 (8 months)

Directed IT operations for 28 engineers across Middle East countries with SLA compliance and service continuity. Provided VIP and executive support to major clients and restructured contracts and resources to improve profitability and client satisfaction.

IT Operations SLA VIP Support Contract Management Resource Management Profitability Customer Satisfaction

IT Technical Support

Dar AlSharq

Feb 2017 - Feb 2018 (1 year)

Provided onsite support for editorial and production systems and printing infrastructure. Maintained Canon, Easy News, and News Press platforms to protect uptime and accuracy.

Canon EasyNews News Press Asset Replacement Network Upgrades Vendor Management

IT Onsite Support Specialist

Shell

Feb 2016 - Feb 2017 (1 year)

Worked with regional teams on high impact infrastructure outages and upgrades, ensuring fast P1 and P2 recovery. Handled monthly inventory refresh and reported install milestones to the Infrastructure Demand Manager.

Incident Recovery Inventory Reporting Audit Readiness Documentation

IT Site Infrastructure Organizer

Aug 2013 - Feb 2016 (2 years 6 months)

Delivered infrastructure upgrades for 700 users, including server replacements, Wi-Fi rollout, and iOS configuration. Oversaw full asset lifecycle and vendor coordination, inventory, procurement, and compliant disposal.

Server Upgrade Wi‑Fi Deployment iOS Asset Lifecycle Management Vendor coordination Inventory Procurement HPSM SLA Knowledge Articles

IT Technical Support

Hyundai

Dec 2012 - Jul 2013 (7 months)

Resolved 100+ monthly incidents, including diagnostics and laptop hardware replacements, reducing downtime. Improved resolution speed with fixes for repeat issues and updates to knowledge articles.

Incident resolution Diagnostics Hardware Replacements Knowledge Articles

IT Technical Support Representative

Xceed

Nov 2011 - May 2012 (6 months)

Resolved 80+ ADSL issues per shift, hit 95% SLA, and cut handling time with fast diagnostics and resolution. Escalated complex cases to L2 with full diagnostics to improve long-term fix rate and ticket closure.

DSL SLA Diagnostics Escalation Management Ticket Closure