Ahmed Ali

Advanced Technical Support Engineer

Symbotic

Nov 2022 - Current (3 years 9 months)

• Symbotic is an automation and robotics company specializing in warehouse operations to enhance logistics efficiency. • Leads Tier 3 support for complex AI and robotics issues at production sites. • Triages and resolves customer escalations utilizing analytical skills. • Deploys and manages Kubernetes clusters for scalable applications. • Monitors systems via Grafana, Prometheus, and Azure Monitor. • Participates in root cause analysis for system and cloud infrastructure issues. • Partners with DevOps and application teams to diagnose critical issues.

Customer Support Engineer

Goldman Sachs

Jun 2021 - Nov 2022 (1 year 6 months)

• Goldman Sachs is a leading global investment banking, securities, and investment management firm. • Addressed queries for the Investment Banking Department via various channels. • Resolved over 30 tickets daily, reducing backlog by 45%. • Developed resources that cut SLA by 25%, improving onboarding efficiency and team collaboration.

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Software Support Engineer

Flex Credit Union Technology

Jul 2020 - Jun 2021 (1 year)

• Flex Credit Union Technology provides specialized software solutions for credit unions aiming to streamline operations. • Managed customer interactions and utilized de-escalation techniques. • Diagnosed issues through Linux terminals and streamlined support workflows.

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IT Project Manager

Budget Rent a Car

Jun 2013 - May 2020 (7 years)

• Budget Rent A Car operates rental services in over 3,000 locations worldwide, offering affordable transport solutions for travelers. • Responded to user assistance requests and guided troubleshooting. • Resolved hardware issues by disassembling computer systems. • Simplified tech-related explanations for diverse audiences.

Software Engineer

Vodafone

Aug 2011 - Feb 2013 (1 year 7 months)

• A and one of Egypt's Vodafone provides innovative data, digital to over 45 million customers. Part of the global Vodafone Group. • Led the development and deployment of a mobile application that improved user engagement and satisfaction during the graduation project. • Maintained and supported the application post-launch, addressing user feedback and implementing necessary updates to enhance performance.

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