Nermine Elbanhawy Email & Phone Number

Dubai, United Arab Emirates

♣ Develop and maintain committed relationships with regional BCS customers, managing the customer’s support service experience and investment♣ Identify opportunities to provide proactive, preventative activities.♣ Understand and articulate a customer’s business and the impact company’s solutions have on business♣ Proactively manage relationships with other company’s service organizations touching assigned accounts.♣ Develop strong relationships with internal personnel in all functional areas of the company♣ Proactively resolve technical support and product issues through technical support, engineering, and PM♣ Engage and manage resources when fly to site is necessary♣ Proactively introduce cross services to customers to ensure optimal company's services penetration and anticipate preventative opportunities♣ Ensure the official deliverables of BCS are delivered to customers♣ Drive and maintain customer satisfaction levels to the highest levels and achieve official customer references from accounts♣ Understand and represent the immediate and consequential value of Business Critical Services♣ Provide accurate and timely reporting to meet both internal and customer requirements♣ A single point of contact, available 24x7 on-call for each account.

Dubai, Uae

My Key responsibilities were to provide backline support to NetBackup customers, typically enterprise level customers with strong exposure to with various Storage arrays, Tape libraries and Networks. I also performed detailed analysis of customer environment to provide recommendations based on best practices. I assisted Sales in achieving targets by assisting in POCs and resolving critical system down incidents. I went for customer visits on very complex technical issues and engaged with key stakeholders to resolve complex issues. I also lead teams to debrief Customer Critical Situations for closure and continuous improvement, evangelize the Symantec/VERITAS Support story to sales, customers, and partners.Major Achievements* Recognized Data Protection consultant for Enterprise/Business Critical Customers in EMEA* Received several awards for outstanding performance* 50% increase in Business Critical Support Contracts

Dubai, Uae

I was a point of contact for Business Critical Customers in EMEA and provide Netbackup core product support as well as its numerous features and extensions. This covered interaction with other Symantec products in heterogeneous environments. (Windows and UNIX). I went on customer visits during complex technical support issues that might affect sales and sales pipeline. I provided customer feedback on their issues as they are progressed and recorded any interactions within the case handling system, conducted presentations for key Support Partners. My goal was ensuring customer satisfaction by providing a professional service and swift resolution to all customer issues. I recreated problems in house and providing evidence where bug fixes are required as well as analysis of logs, and coordination of all resources to resolve issues . I was responsible for documentation of solutions and publication of technical documentsMajor Achievements* Customer Satisfaction Scores (CSAT) of above 90% 7 years in a row* Top Performing Technical Support Engineer in EMEA* Received awards for exceptional Technote writing (published internally and publically)* Received several awards for outstanding performance

Cairo, Egypt

UNIX/Linux Group Team LeaderManaged a team divided into 3 groups. Group 1 responsible for HW (SUN, SGI, IBM, HP, Windows, Linux,), Group 2 responsible for SW (Oracle, MS SQL, MS Access, etc) and Group 3 responsible for Storage (SAN, NAS).Installed and maintained SUN/Linux Machines as well as performed advanced troubleshooting and performance tuning of the OS (Windows, Linux, UNIX). Managed a network containing different HW platforms namely SUN , SGI, Alpha, Linux, Windowsand Installed and Configured Sun Products LDAP Directory, Messaging, Instant Messaging , Calendar Servers and Sun Ray Server, etc. Participated in Oracle Installations and performed basic performance tuning and administration tasks of the database. Responsible for the UNIX/Linux maintenance contracts and communication with HW and SW vendors (SUN, SGI, Oracle, Microsoft)Major Achievements* Lead the SW Installation & Development Team in the Egyptian Military Technical College Project. The team was responsible for installing the first Simulation Lab in the Egyptian Military. The lab contained several SGI supercomputers, projection systems and screens, Linux based workstations, X86 machines and H/W from at least 10 different vendors* Lead the SGI/SUN Customer Support Team which secured contracts that contributed to 50% of Support revenue* Lead the Deployment Team responsible for Visual Simulation/Virtual Reality Centres

Cairo, Egypt

* Team leader and senior developer for ongoing projects. This entailed assigning tasks, putting deadlines, assessing performance of team members and communicating with management as well as customers. * Customer support engineer for SGI and SUN Servers and Workstations * Installing and integrating new HW with Simulation and Virtual Reality SW* Conducting technical training for customers and preparing course material * Preparing demo sessions to introduce new Simulation technologies* Administrator for UNIX and Windows Servers * Troubleshooting networking and mail server problems * Develop Simulation/Virtual Reality Applications using C/C++ under UNIX (IRIX for SGI Machines) and Windows Platforms

Cairo, Egypt

* Application Development Using C and C++ under Windows and UNIX* Virtual Reality (VR) Systems Integration* Conducting customer training* Responsible for the maintenance of the Virtual Reality Lab and Reality Centers in Egypt* Collaborate with several Virtual Reality and Simulation Companies (e.g. Infobyte, Depinxi, Immersion Technologies, etc...) to customize applications for customers in their VR/Military Simulation labs and Reality Centers