EMMANUELLE MATTA
CONTACT
-
-Beirut - Lebanon
PROFILE SUMMARY
Hardworking multilingual team leader of a remote support team with AIX
experience. Detail-oriented with strong troubleshooting skills and
experience in providing technical support.
Relocated to Beirut, Lebanon, seeking a technical support role to leverage
my expertise in problem-solving and delivering excellent customer service.
LinkedIn
EDUCATION
2014
ENGINEERING, CAIRO UNIVERSITY
Major: Computer Minor: Communications
Credit Hours Program
2006
SACRÉ-CŒUR, GHAMRA, CAIRO
French Education
Egyptian High School Certificate
(Thanaweya Amma)
SKILLS
Root Cause Analysis
Customer Support
Leadership
Teamwork
CRM (Salesforce)
Time Management
Process Improvement
Agile explorer
Design Thinking Practitioner
C++, C#
LANGUAGES
English: Fluent
French: Fluent
Arabic: Fluent
WORK EXPERIENCE
2014 - 2024
IBM
Team leader for Remote Support - AIX Internals EMEA
Since 2021
Global Technical Leadership for IBM AIX and pSeries Servers.
Management of multinational AIX Support Team, including training,
scheduling, and performance evaluation.
Mentorship and Problem Resolution Assistance for New Team
Members.
Client Problem Record Ownership, System Downtime Minimization,
and Customer Satisfaction Enhancement.
Worldwide Project Management for IBM AIX Support Center,
including team assembly, solution development, and results analysis.
SME for the Performance/Dumps team
Since 2017
Providing guidance to Level 1 (L1) front-end team members and
offering consultation on PMRs requiring further assistance.
Assessing issues for potential escalation to Level 2 (L2) support,
leveraging demonstrated proficiency in collaborating with L2
teams on intricate problems.
AIX Support Engineer at IBM
(System Dumps and Performance)
Remote Technical Support (French and English) for Unix-based
AIX OS to IBM clients worldwide
Consistent interaction with clients and IBM functions until
resolution
Timely analysis and application of problem-solving techniques to
maintain high client satisfaction
Skillful management of client relationships, even in high-pressure
scenarios
Comprehensive problem management and end-to-end ownership
of issues
DIGITAL BADGES
Credly
CERTIFICATES
DELF (Diplôme Elémentaire de Langue Française)
PROJECTS
IBM Cairo CIC Growth Mindset,
Project Founder and Lead
IBM Cairo CIC Recognition,
Project Lead
Since 2014
Grant for a C1 French Course at the CAVILAM in Vichy, France – Dec 2011
IBM Certified System Administrator - AIX 7
AIX Internals & Performance I Process and Thread Management
AIX Internals & Performance II Memory Management
AIX Internals & Performance III: I/O Management
