FastTrack Engineer
Microsoft Egypt
Total years of experience :16 years, 2 Months
Helping our customers to secure their cloud environment by leverging Microsoft Enterprise Mobility and Security suite
MFA, Conditional access, MDM, MAM, PIM, AIP, Azure Active Directory
Systems Engineer at Vodafone Egypt
From April 2010 till present
Windows 20003/2008 Servers, Active Directory, Exchange 2003/2010 and IIS 6.0 & 7.0 infrastructure. Effectively analyzes and resolves problems associated with server software. Designs, implements, maintains, and supports Exchange, Unified Messaging Office Communicator 2007 R2\LYNC 2013, HA technologies, Enterprise Vault "Email Archiving", Blackberry 5.0.3, Manages application deployment to clients VIA SMS "Microsoft System Management Server and VMware & Hyper-V Administration, Ringdale Printing server, Altiris 7.1 and Fenestrae Faxination server
• Dealing with support Engineers from different nationalities from the entire world: Microsoft, Symantec, RIM, Ringdale "Printing Server", Fenestrae "Faxination Server"
• Dealing with critical situations according to 99 % down time for the most of system applications
• Flexibility & Agility while dealing with different mind thoughts, cultures & nationalities;
• Understanding of on call duty to support critical situations according to high availability concept
Technical overview
- Vodafone Egypt Messaging team member responsible for more than 9 critical Systems (2nd line of support)
- Proactive support for applications & Systems.
Business solutions support senior Representative
From 2008 till 2010
- Act as first line of technical support to customers' technical inquiries regarding data based products, and 3G connectivity technology
- (Blackberry devices - USB Modems- 3G Routers)
- Provide Call Center / Corporate agents with acceptable technical
knowledge to be able to enhance quality of services offered.
- Conduct the necessary orientation sessions to all customer care staff regarding newly launched products & services, refresher session on current products & services, any gathered materials that needs to be
explained to customer care staff.
- Handle new complicated devices currently in the market that is difficult to adjust via call received by the customers.
Vodafone Stores Support:
- Ensure that walk in area customers problems are managed on an end to end basis including trouble shoot walk in area customer problem & try to fix it directly & ensure that the customer feedback is satisfactory.
Degree: Bachelors of Commerce, Cairo University Major: Accounting - 2006