Atta Abu Raida
Parlin,USA
Summary
Accomplished Senior Technical Support Engineer with a solid track record at UNISYS Inc, known for exceptional service delivery and customer satisfaction. Specializes in Dell enterprise hardware and incident management, demonstrating strong problem-solving skills that lead to substantial client savings. Experienced in troubleshooting software issues, managing databases, and implementing cybersecurity measures to maintain system integrity. Recognized for improving help desk response times and fostering positive client relationships through effective communication and teamwork.
Overview
43
43
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
UNISYS Inc
02.2008 - 12.2025
- Directed Service Desk and Site Technical Support operations, ensuring rapid issue escalation and SLA‑driven service performance.
- Provided expert on‑site and remote support for enterprise clients including Verizon, IEEE, PSE&G, Siemens, Rutgers University, and American Standard.
- Diagnosed and resolved complex hardware, software, and networking issues across all Dell enterprise product lines.
- Supported the latest Dell servers, workstations, and storage systems through continuous certification and training.
- Engineered and enforced operational workflows, escalation procedures, and service delivery standards.
- Collaborated with engineering and development teams to optimize system performance and enhance the customer experience.
- Led Incident and Change Management processes, ensuring reliability and smooth implementation of updates.
Senior Network/Systems Engineer
Computer Associates Inc
01.2001 - 07.2004
- Coordinated and executed large‑scale network infrastructures for the annual C.A. World Conference.
- Installed and supported a 300‑user Windows‑based TCP/IP Ethernet LAN.
- Installed, configured, and maintained a 300‑user Windows‑based TCP/IP Ethernet LAN.
- Windows Server, Active Directory, VPNs, routing systems, and critical business applications.
- Administered enterprise Active Directory, routing systems, VPNs, and mission‑critical business applications.
- Produced process automation documentation and improvement recommendations.
- Configured and maintained Linux servers, including firewalls, clustering, and database environments.
- Managed core network services including DNS, DHCP, NAT, and IP routing.
- Implemented enterprise‑level backup and recovery solutions using BrightStor Arcserve Backup.
Senior Customer & Field Service Engineer
Compaq Computer TSO Inc
08.1982 - 08.2000
- Delivered 24/7 technical support to major clients across banking, healthcare, telecommunications, oil refinery, and industrial sectors.
- Saved more than 43 enterprise accounts over $3M annually through preventative maintenance and efficient service.
- Supervised a full‑scale computer repair facility with seven technicians, maintaining top‑tier operational standards.
- Provided specialized service for Compaq Alpha Servers, ProLiant systems, VAX systems, and StorageWorks platforms.
- Achieved highest customer satisfaction rankings for multiple consecutive years.
- Resolved complex outages through advanced diagnostics and rapid problem‑solving under strict time constraints.
Education
Bachelor of Science - Electronic Engineering
Menofia University School of Electronic Engineering
Menouf, Al Minufiyah, Egypt05.1982
Skills
- Technical support and troubleshooting
- Dell enterprise hardware
- Server management
- Workstation and desktop support
- Laptop and printer maintenance
- Storage platform administration
- Networking fundamentals
- DNS and DHCP configuration
- Routing and NAT setup
- TCP/IP protocols
- VPN infrastructure management
- Operating systems expertise
- Windows Server administration
- Linux system management
- VMware virtualization
- Windows OS support
- Enterprise storage solutions
- NAS and SAN technologies
- Fibre Channel and iSCSI knowledge
- EMC storage systems
- Incident and change management leadership
- Backup and recovery solutions
- BrightStor Arcserve backup expertise
- Customer relationship management
- Service excellence strategies
- Team leadership skills
- Training and development initiatives
- Process development methodologies
- Technical troubleshooting
- Incident management
- System optimization
- Network architecture
- Hardware diagnostics
- Service desk operations
- Change management
- Team leadership
- Effective communication
- Problem solving
- Time management
- Client support
- Advanced troubleshooting
- Software deployment
- Network administration
- Performance optimization
- Data backup and recovery
- Operating system expertise
- Application support
- Problem resolution
- Network troubleshooting
- System troubleshooting
- Software updates
- Personnel training
- Product knowledge
- Debugging techniques
- Malfunction diagnosis
- Customer support strategy
- Support case resolution
- Ticket management
- System diagnostics
- Hardware integration
- Analytical thinking
- Hardware troubleshooting
- Customer success management
- Training and mentoring
Certification
- 450+ Dell Certifications Across All Product Lines (Current Through Latest Dell Technologies Releases)
- CompTIA A+ Certification
- Windows 2000 Server Certification
- Toshiba TAT Certification
- ACT/Accredited Compaq Technician
- ASE Accredited Compaq System Engineer
- Dell DCSE (200+ Dell Certifications)
- Microsoft Windows: 2003, 2000, XP, NT4.0, 95/98/ME
- Microsoft Office /XP, Entrust Antivirus, Arcserve Backup, QWS3270 Plus
Timeline
Senior Technical Support Engineer
UNISYS Inc
02.2008 - 12.2025
Senior Network/Systems Engineer
Computer Associates Inc
01.2001 - 07.2004
Senior Customer & Field Service Engineer
Compaq Computer TSO Inc
08.1982 - 08.2000
Bachelor of Science - Electronic Engineering
Menofia University School of Electronic Engineering