Program Management Technical Support

Amira Ibrahim, PMP

Irvine, CA 909-***-**** *****.**@*****.*** hƩp://www.linkedin.com/in/amira-ibrahim-050726283 Senior Manager Project & Program ExecuƟon PMO Leadership Senior Project and Program Management Leader with 27+ years of experience driving strategic iniƟaƟves, leading cross- funcƟonal teams, and delivering complex programs in global tech environments. Proven experƟse in PMO structure, stakeholder alignment, and opƟmizing execuƟon through agile and hybrid methodologies. PMP-cerƟfied with a strong foundaƟon in computer engineering and organizaƟonal leadership. Skills

Leadership and Team Development Decision-making Problem solving AnalyƟcal IT Service Management Customer Experience Enhancement Strategic Planning and ExecuƟon Project Management Technical Program Management Quality Engineering Business Development and Sales Strategy Process OpƟmizaƟon RelaƟonal Database Programming Cost ReducƟon

Experience

Supportability Director Technical Program Management, Dell Technologies, March 2019 – Feb 2025 Bridge between Services, non-technical teams and developers. Spearheaded iniƟaƟves to enhance in-market product quality, ensuring superior customer experience at an efficient cost of service.

Supervise a diverse global team of engineers and program managers, fostering a collaboraƟve, efficient and producƟve work environment

Data Analysis of Service Requests data to determine top drivers for customers calls and potenƟal risks

Global responsibility for Data ProtecƟon soŌware and Unstructured Storage products including SAAS, STAAS and Cyber Recovery soluƟons

Drove cost-reducƟon strategies, change management and service delivery improvements, opƟmizing operaƟonal efficiency.

Partnered with cross-funcƟonal team of Engineering, Customer Support, and OperaƟons teams during all phases of programs and soŌware life cycle to streamline sprints, serviceability, soŌware features and roadmaps.

Help prioriƟze features and enhancements based on business value, customer impact, and technical feasibility

Established project governance frameworks, standardized reporƟng processes for iniƟaƟve tracking and led the implementaƟon of PMO best pracƟces using Jira, Confluence and PowerBI tools

Served as a key member of LOB VP-GM’s leadership team, shaping strategic direcƟon. Principal Technical Program Management, Dell Technologies, June 2017 - March 2019 Led service planning, readiness, and product serviceability for Data ProtecƟon SoŌware.

Serve as the central point of ownership for Data ProtecƟon SoŌware programs proacƟvely communicaƟng progress, dependencies, risks, and issues to execuƟve leadership, stakeholders, and customer groups while fostering strong relaƟonships across cross-funcƟonal teams.

Partnered with cross-funcƟonal team of Engineering, Customer Support, and OperaƟons teams during all phases of programs and soŌware life cycle to streamline sprints, serviceability, soŌware features and roadmaps.

Directed cross-funcƟonal teams to improve product performance, reducing service costs.

Established service strategies to align with market goals and business objecƟves. Technical Support Director, Dell Technologies, December 2014 - May 2017 Managed a 300+ engineer technical support team in the Center of Excellence and a 63-engineer mulƟlingual support team across Europe. OpƟmized cross-team collaboraƟon and performance monitoring.

Developed strategies for team growth, operaƟonal efficiency, and alignment with business unit goals.

Led global projects and iniƟaƟves, ensuring excellence in service delivery. Senior Technical Support Manager, Dell Technologies, July 2012 - December 2014 Supervised technical support teams for Data ProtecƟon and Storage SoluƟons. Managed KPIs, performance goals, and customer saƟsfacƟon iniƟaƟves.

Led cross-funcƟonal collaboraƟons to drive efficiency and enhance service quality. Technical Support Manager, Dell Technologies, October 2009 - June 2012 Directed daily operaƟons for Data ProtecƟon technical support teams. Established team goals and performance metrics, driving conƟnuous improvement.

Championed process improvements, including the implementaƟon of skill-based rouƟng for enhanced efficiency. Business Development Manager, Schlumberger, January 2008 - September 2009 Led business development efforts for Digital Infrastructure Services within the Oil and Gas sector. Mentored and developed a high-performing sales and project management team.

Managed sales and service delivery for major clients.

Developed and implemented strategies to opƟmize revenue and service quality. Service Delivery Manager, Schlumberger, August 2001 - December 2007 Oversaw IT service delivery for major oil and gas clients. Managed customer relaƟonships, ensuring top-Ɵer service performance and support.

Led large-scale IT infrastructure projects, ensuring successful deployment and client saƟsfacƟon.

Developed and implemented training programs to enhance team competency and effecƟveness. Field Engineer, Schlumberger, August 1997 - August 2001 Provided field support for enterprise clients, managing UNIX-Linux systems and Sun and SGI hardware.

Maintained customer hardware inventory and implemented soŌware soluƟons.

Developed an automated invoicing system using Visual Basic and Access, streamlining financial processes. EducaƟon

(BSc), Bachelor of Science, Computer Engineering

CerƟficaƟons

CerƟfied Project Management Professional (PMP)

PMI InsƟtute

Leadership and Management CerƟficate of SpecializaƟon Harvard Business School

OrganizaƟonal Leadership and CommunicaƟon Diploma

University of California, Irvine (UCI)

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