Abdullah Nageh

• Created database documentation for Exchange On-Premises, detailing procedures to ensure system reliability and operational
efficiency.
• Created customer satisfaction documentation to improve communication and support processes with end-users.
• Created Exchange On-Premises documentation, including troubleshooting guides, step-by-step solutions, and best practices.
• Improved operational efficiency by documenting standardized procedures, reducing incident resolution time by 90%
• Monitored and troubleshot issues within databases and mailboxes, collaborating with teams to keep systems running smoothly.
• Contributed to process improvements and standardized workflows for mailbox and database management.
• Managed and maintained multiple databases and mailboxes using PowerShell scripts, ensuring smooth email delivery and system
reliability.
• Administered and configured email security solutions, reducing spam and malware incidents by 40% .
• Maintained high system availability (99%+ uptime) supporting 3000+ users in a fast-paced environment.
• Diagnosed and resolved complex mail flow issues, message delivery failures, and client connectivity problems (Outlook, OWA,
Mobile).
• Contributed to continuous improvement initiatives aligned with ITIL and operational excellence standards.
• Managed user mailboxes, distribution groups, resource mailboxes, and permissions via EAC and PowerShell.
• Implemented and enforced email archiving and retention policies using Exchange features and third-party tools to meet regulatory
compliance.
• Ensured compliance with ITIL best practices, ISO standards, & client SLAs.
• Collaborated with network, security, and application teams on system integrations, Exchange upgrades, and migration projects.
• Provided Tier 3 technical support and expert guidance to IT support staff and end-users on email-related issues.

• Provided Tier 1/Tier 2 technical support for IT communications services in the US & Canada markets.
• Promoted to L2 position and selected for nesting support role due to strong performance and technical skills.
• Achieved key performance indicators including End User Critical, Business Critical, and Customer Critical metrics.
• Maintained an average customer satisfaction rating of 94.87% through effective communication and problem resolution.
• Collaborated with cross-functional teams to improve service delivery and workflow processes.
• Maintained accurate records of interactions and ensured customer satisfaction.
• Identified opportunities for process improvements, contributing to faster resolution times and better customer experience.
• Mentored and onboarded new hires, providing step-by-step guidance on company processes, customer handling, and technical
tools to ensure smooth integration into the team.
• Demonstrated leadership by monitoring progress, giving constructive feedback, and fostering a collaborative, productive
environment.

• Assisted clients with decision making by providing comparative market analysis and property insights.
• Supported construction and property development activities by coordinating with contractors, legal teams, and vendors to ensure
compliance and on-time execution.
• Tracked documentation, contracts, and approvals to maintain accuracy and ensure process compliance.
• Collaborated with internal teams, legal advisors, and vendors to streamline processes and ensure compliance.
• Assisted realtors and brokers with material distribution and client communication.
• Facilitated contract negotiations and transaction coordination, contributing to revenue growth and successful project delivery.
• Utilized CRM systems to manage the team, client data and personalize interactions.
• Built and maintained strong relationships with clients, understanding their needs and providing tailored solutions.
• Negotiated contracts and facilitated deals, contributing to revenue growth and client satisfaction
• Conducted market research to identify opportunities and advise clients on property values and trends
• Built and maintained strong client relationships, understanding their needs and providing tailored solutions.
• Negotiated contracts and facilitated deals, contributing to revenue growth and client satisfaction.