Mohamed Ramadan Ibrahim

Helping customers in MEA to get the best outcomes from their investments in the latest cloud technologies. Focusing on empowering customers on their digital journey, from envisioning new possibilities to delivering solutions that result in targeted business outcomes and a great customer experience.
• Recognize the objectives of your clients' businesses and assist them in modernizing and transforming their organizations via the use of Office 365 Modern Work services, Security and Compliance Solutions, and Modern Employee Experience offerings.
• Create a plan with a security and governance focus for the large-scale migration of applications, data, and infrastructure from on-premises and/or other cloud providers to Microsoft Azure.
• Work with customers as a Trusted Technology Consultant, Architect and Subject Matter Expert in the areas of Microsoft 365.
• Participate in pre-sales activities (Scope of Work, Budgetary Estimates) and business development projects with a Challenger mindset to enable customers to get the most out of their investment in cloud technologies.
• Project scoping, architecture, design, and execution, as well as migration and integration of Cloud with/and on-premises solutions.
• Customer ideation workshops with Business and Technical Decision Makers to build, accelerate adoption of Cloud solutions.

Helping customers in EMEA to get the best outcomes from their investments in the latest cloud technologies. Focusing on empowering customers on their digital journey, from envisioning new possibilities to delivering solutions that result in targeted business outcomes and a great customer experience.
• Recognize the objectives of your clients' businesses and assist them in modernizing and transforming their organizations via the use of Office 365 Modern Work services, Security and Compliance Solutions, and Modern Employee Experience offerings.
• Create a plan with a security and governance focus for the large-scale migration of applications, data, and infrastructure from on-premises and/or other cloud providers to Microsoft Azure.
• Work with EMEA Enterprise Customers as a Trusted Technology Consultant, Architect, and Subject Matter Expert in the areas of Microsoft 365.
• Participate in pre-sales activities (Scope of Work, Budgetary Estimates) and business development projects within the Extended Architect Team with a Challenger mindset to enable customers to get the most out of their investment in Microsoft Cloud technology.
• Project scoping, architecture, design, and execution, as well as migration and integration of Cloud with/and on-premise solutions.
• Customer ideation workshops with Business and Technical Decision Maker to build, accelerate adoption of the Microsoft Platform.

Helping customers achieve their own digital transformation, leveraging the power of Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help customers successfully realize their business outcomes.
• Dedicated Support Engineer for mission critical enterprise customer with one of the largest implementations in Saudi.
• Supporting Messaging and infra structure platform of Premier Customers.
• Deliver training and workshops to customers.
• Improve the Premier customers’ environment health.
• Improve the operations strategy of Premier customers’ environment.
• Responsible for delivery of the following Microsoft Premier services:
1. Proactive Premier customer delivery.
2. Reactive Premier customer support.
3. Service Delivery Plan forecasting, execution and delivery
4. Applying Remediation plans for RAP (Risk assessment Program)

Implementing, Managing, Tuning, Scaling and Troubleshooting of Microsoft Exchange Server and Lync Server.
Creating procedures and tasks list to ensure the service continuity.
Ensuring the high availability of the messaging service.
Creating standard operation procedures “SOP’s” and operations guides for KSU Messaging Service.

Design and implement Virtualization of servers maintaining best hardware efficiency and utilization.
Prepare backup plans for the filing and documentation systems.
Preparing documented library about the network and all the program solutions on how it works and what are the business needs.
Implementation of ITIL Service Desk Standard using the appreciate tools and software's.
Preparing future plans on how the IT environment should be in the next 3-5 years.
Administrator for the servers in the scoop of permission such as Active Directory, File Server, Print Server, Database Server, BPM Server, Service Desk Server and Backup Process.
Assist in the support of all equipment located within the Program Branches, including applications, network servers, associated peripherals, and backup power systems.
Achieve and maintain Sustainability and reliability of the network.
Troubleshoot day-to-day maintenance and problems that face the staff with the PC's.

Supports and provides superior service via phones, e-mails and faxes as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue ensuring full customer satisfaction.
Answers inbound calls and respond to customer requests to ensure customer satisfaction.
Provide quality, efficient and non-judgmental telephone customer service
Maintains the agreed on AHT as defined by Contact center Management guidelines to ensure ease of accessibility and maintain the agreed on SL.
Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target.
Updates the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions.
Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer's data confidentiality.
Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company's financial position.
Recommends process improvements to facilitate the Customer care work and delight the customers.

- Administrator for the servers in the scoop of permission such as Active Directory, DHCP and Backup.
- Administrator for the Lotus Domino Mail Server.
- Assist in the support of all equipment located within the computer room, including application servers, network servers, associated peripherals, environmental control systems, and backup power systems
- Work as the 1st level of support to all staff in the company.
- Provide telephone and at the desk support service for all users,
- Troubleshoot day-to-day maintenance and problems that face the staff with the PC's.
- Troubleshoot the network if any problem persists.

as the 1st level of support to all staff in the company.
Provide telephone and at the desk support service for all users,
Troubleshoot day-to-day maintenance and problems that face the staff with the PC's.
Troubleshoot the network if any problem persists.