I am part of the EMEA Customer Excellence and Support in Microsoft based in Amman, Jordan. I provide support and guidance to strategic partners and customers who need assistance with their hybrid/cloud identity workloads.(Contingent model)

Technical Support Engineer - Azure Security & Identity Management- Resolved strategic customer and partner issues through problem solving, research, cross-team/cross-functional teams and providing in-depth product troubleshooting, ensuring great customer experience from scoping to resolution, which strengthened my customer management skills by employing the principles of Customer Expected Behaviors.- Led or participated in case triage meetings to share knowledge with engineers and expedite solutions, and identified readiness needs to communicate with managers, which strengthened my leadership and communication skills.- Served as an escalation point and mentor for engineers and Support Delivery Partners worldwide, identifying roadblocks and engaging appropriate resources to drive timely issue resolution.Collaborated with Cloud Solutions Architects working on a cloud architecture, design, and deployments project in the security and identity management space for a strategic partner where my input contributed to the project’s success and increased the partner’s satisfaction.- Provided feedback to supportability and Product Managers on functionality of products, identified process gaps, and shared recommendations for process and product improvement, including suggesting improvements in Microsoft Azure’s public articles.- Distinguished member of the Sync & Provisioning community where I assisted with revamping the readiness materials for newcomers, alpha-testing products, and providing feedback on troubleshooting guides made available on the Azure portal and internal support systems.

- Spearheaded an identity management migration project from Okta to Azure and deployed endpoint management policies for a multi-regional corporation to harden and modernize the corporate identity security.- Proficiently handled incoming calls and delivered exceptional remote desktop and infrastructure support to increase customer satisfaction and trust.- Distinguished for expertly handling challenging cases and customers and consistently delivering high-quality customer solutions.- Proficiently troubleshoot software and hardware issues, standardized logging of support tickets, and document and update knowledge base articles for continuous improvement.