Omar Rahmouni

Authored multiple service improvement plans and templates used for operational shift based on metrics
✓ Drove multiple project’s roadmaps by reengineering the process and implementing automation which resulted
in reducing processing times
✓ Owned and coordinated incidents for internal management communications and external customer support
notifications during Sev-1 & A issues (O365 Health dashboard accessible to millions of users)
✓ Point of contact for Change Management, Post Mortems and process change onboarding in the operational
space across multiple teams and layers of management
✓ Coordinated customer escalations to ensure CSAT by recommending solutions to developers’ teams and
providing timely updates to customers
✓ On-boarded engineering teams in order to provide the communication role for each high impacting escalations
(engagement and tool change)
✓ Managed Tier 1 & Tier 2 teams including interviewing, hiring, and handling vendor relationship
✓ Owned the team’s documentation and team’s SharePoint site (writing, auditing, updating processes & policies).
➢ Insight Global for Microsoft- Operations Lead Redmond, WA Aug 10-Oct 11
✓ Worked with various service teams across the Online Services Organization to resolve high severity, customer
impacting issues with BPO-S, and BPO-D offerings
✓ Provided detailed technical expertise to senior management on a daily basis
✓ Acted as the primary lead during change work window ensuring coordination between several teams.
✓ Drove high-priority escalations toward resolution respecting strict SLA
✓ Supervised & audited the work of service teams ensuring resolution of issues meeting customer’s expectation

Responsible for service request queue management for the Tier I team of over 150 agents providing support for
Microsoft’s Business Productivity Online Suite Standard (BPOS-S)
✓ Responsible for the phone management of 4 incoming queues, ensuring that all incoming calls get answered
within agreed SLAs with clients.
✓ Provided exclusive support for high profile customer issues and provided real time updates to high level
internal and external contacts
✓ Collaborated with senior managers to create plans and weekly timelines for the support center in order to
increase productivity 


Provided Support for Microsoft customers in the EMEA region on Exchange Online, Communicator, Live
Meeting, Blackberry Enterprise Server, Power shell scripting
✓ Processed over 25 support service requests a day, assisting customers in both French and English as well as
Spanish occasionally
✓ Handled both smaller companies’ accounts as well as larger accounts ranging from 5 to over 5000 seats,
assisting them with initial set up and migration of mailboxes as well as various troubleshooting issues
✓ Achieved the top rank for most solved cases in a week among a team of 75 support engineers

Launched and ran a successful web design and computer repair company which turned profitable from the 2nd
month
✓ Managed all aspects of the business including business planning, marketing strategy, hiring, contract negotiation
and billing as well as the performing of most of the technical work
✓ Led a team of developers on projects implemented using HTML, CSS, PHP, MYSQL

Provided technical support and managed the computer inventory of over 50 PCs and Laptops
✓ Performed the maintenance and upgrade of the computer equipment (Hardware & Software) as well as the
handling of $100, 000 computer budget
✓ Maintained two websites using HTML and Macromedia Flash

Led English classes for refugees from different countries leveraging trilingual instruction in Spanish, French
and Arabic
✓ Served as a counselor to foreign families guiding them through the cultural transition to life in the US