Hadeer Noureldin

• Part of the global Microsoft Vendor Delivery Center, supporting Governments, Banks and public sector institutions where nothing short of an exceptional support experience is expected.
• Independent contractor facilitating all types of migrations including but not limited to Exchange cloud and on-premises migrations.
• Acting as Cloud Solutions Architect, delivering workshops and trainings to empower and upskill Microsoft end-users and Administrators by helping them build a functional, secure environment and make the most out of their purchased services, as well as assess the health of their current environment using assessment tools and scripts
• Role: Advisory.

-Working with MS Experience Platform (EXSP) internally and with SCOM, through customer engagements/deliveries and within labs.

-Internal accreditation with Microsoft's Essential Educate Trainer Skills (EETS) and Essential online Delivery Skills (EODS)

-As a Microsoft representative, it's mandatory to complete trainings and tests during the onboarding process, that ensure I maintain GDPR standards and deliver IT services in accordance with ISMS and ITML framework.

• Microsoft Exchange Online Subject Matter Expert -Act as the primary point of contact for all Microsoft Exchange Online-related matters, providing expert-level support and troubleshooting to offer for the frontline/Customer facing Engineers as well as management
• Provide guidance to Support Professionals in problem solving and using resources
• Support channels including but not limited to: Teams channels, Tickets/assistance Requests(Backlog), Private channels for nesting teams, Offline (On-site), Backlog reviews, Knowledge Sessions, Bridges etc.
• Collaborate with team members and operations team to implement change when needed to insure quality level of performance and customer satisfaction
• Coach and train support professionals in technical skills, customer service, and applicable processes
• Assist with support professional technical development by periodically evaluating their performance and providing appropriate feedback
• Collaborate with MS Engineering team to resolve more complex issues/report bugs and create ICMs
• Report recurring issues/incidents to concerned team and communicate known issues with the front-line
• Deliver quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures
• Assist in the recruitment process and do mock calls to evaluate trainee's/ candidate's level of technical knowledge
• Responsible to help my team achieve and maintain a performance standard such as average handling time and customer satisfaction.

-Working with MS ICM and DFM system

• Acting as Subject Matter Expert for Exchange Online technology while supporting Enterprise and Premier Clients with Outlook and Exchange tickets

• Microsoft 365 Support Engineer supporting larger enterprises
• Working with Microsoft DFM system

Responsibilities:

• Act as the customer advocate for the entice support experience for German speaking administrators
• Provide support to customers via telephone, email, and electronic services such as remote troubleshooting support
• Supporting 40+ Microsoft technologies including Exchange Online, Office, One Drive for Business, SharePoint, Outlook, OneNote, Skype for Business, Microsoft Teams , To-Do , Power BI, Microsoft Stream, Yammer and Azure Active Directory
• Provide front-line administrator and end user support for multiple customers
• Respond and work on ticket requests and incidents utilizing the internal ticketing system
• Installation, configuration, and troubleshooting support of Microsoft 365 services and features on various customer platforms
• Responsible for efficiently managing the relationship with customers while accurately documenting ticket activity, details, and outcomes
• Ensure accurate and timely resolution for assigned workload
• Report trends, reoccurring problems, and software bugs to management
• Collaborate with other engineers to find solutions while maintaining customer perspective, including Support Engineers at different levels and technology areas.

• Actively prospect and generate leads through various channels, including referrals, networking, online platforms, and marketing campaigns
• Develop and maintain strong relationships with clients, understanding their goals, preferences, and financial capabilities
• Guide clients through the negotiation process, skillfully representing their interests and striving for mutually beneficial agreements
• Coordinate and oversee property inspections, appraisals, and other necessary steps in the transaction process.