Islam Hassan

Islam Hassan Email and Phone Number

Senior Project Manager @ Right Group
Cairo, Cairo Governorate, EG
Islam Hassan's Location
Cairo, Egypt, Egypt
Islam Hassan's Contact Details

Islam Hassan work email

Islam Hassan personal email

n/a
About Islam Hassan

At Microsoft, my role as a Senior Escalation Engineer centers around resolving intricate customer issues with a focus on collaboration and technical acumen. My expertise in Dynamics 365 and Microsoft Dynamics ERP is underscored by a commitment to enhance the support experience and empower customers through digital self-help tools.My capabilities: - Participate and lead in EMEA technical Core POD from a technical perspective; the team is integrated by about 30 technical engineers across different countries that requires technical or business-related guidance on daily basis.- Drive resolution of customers most complex issues - across technologies matching the customer’s urgency and expectations.- Serve as central collaboration point for customer-centric support team of experts - including the use of code-level techniques to solve customer issues.- Manage engagement with Product Engineering for Support-raised escalations and drive technical collaboration & engagement outside of CSS - Work alongside with Serviceability and Engineering teams as trusted advisor to improve incident resolution or and empower customers to self-help.- Drive process improvements, support engineering technical team readiness, (cyber) security and contribute to the creation of Support tools and service delivery innovation that enables effective troubleshooting and remediation.Some other responsibilities/activities are: - Preparing Readiness plan as part of Team Strategic Plan.- Identifying systemic problems in the support flows and adjust them to gain efficiency.- Act as team player, trusted and confident advisor.- Creative and innovative in the solutions provided due the constraints that CSS as organization had.- Analytical mindset to detect flaws and quick implementation of solutions/initiatives.- Detecting new talent and industry knowledge across our communities.- MentorshipSkills: Customer Focus oriented, People Management, Leadership, Project Management, Relationship Management, Fast decision making/implementation, Strategic Planning, Information/knowledge Management, Team player, Service Delivery, Cross-group collaboration.

Islam Hassan's Current Company Details
Right Group

Right Group

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Senior Project Manager
Cairo, Cairo Governorate, EG
Website:
rightgroup.net
Employees:
126
Islam Hassan Work Experience Details
  • Right Group
    Senior Project Manager
    Right Group
    Cairo, Cairo Governorate, Eg
    View
  • Microsoft
    Senior Escalation Engineer
    Microsoft Oct 2023 - Present
    Cairo, Egypt
    - Drive resolution of customers most complex issues - across technologies matching the customer’s urgency and expectations.- Serve as central collaboration point for customer-centric support team of experts - including the use of code-level techniques to solve customer issues.- Manage engagement with Product Engineering for Support-raised escalations and drive technical collaboration & engagement outside of CSS - Work alongside with Serviceability and Engineering teams as trusted… Show more - Drive resolution of customers most complex issues - across technologies matching the customer’s urgency and expectations.- Serve as central collaboration point for customer-centric support team of experts - including the use of code-level techniques to solve customer issues.- Manage engagement with Product Engineering for Support-raised escalations and drive technical collaboration & engagement outside of CSS - Work alongside with Serviceability and Engineering teams as trusted advisor to improve incident resolution or and empower customers to self-help.- Drive process improvements, support engineering technical team readiness, (cyber) security and contribute to the creation of Support tools and service delivery innovation that enables effective troubleshooting and remediation.- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific Show less
    View
  • Microsoft
    Support Escalation Engineer
    Microsoft Jun 2022 - Oct 2023
    Cairo, Egypt
    •Responsible for the customer support experience with Microsoft•Own, troubleshoot and solve long-running or complex customer technical issues through consistent application of case management standards (e.g., first quality response, swarming, case documentation, customer expectation mgmt., etc.) and if needed, engagement with Product/Engineering teams•Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely… Show more •Responsible for the customer support experience with Microsoft•Own, troubleshoot and solve long-running or complex customer technical issues through consistent application of case management standards (e.g., first quality response, swarming, case documentation, customer expectation mgmt., etc.) and if needed, engagement with Product/Engineering teams•Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes•Create and maintain incident management requests to product group/engineering group•Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience•Provide ramp activities, knowledge sharing, technical coaching and mentoring•Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)•Lead or participate in building communities with peer delivery roles; may be workload or specialty specific•Leverage the latest appropriate tools and available insights to educate and empower customers to self-help and deflect future cases Show less
    View
  • Microsoft
    Dynamics Erp Senior Support Engineer
    Microsoft Nov 2019 - Jun 2022
    Cairo Governorate, Egypt
    •Responsible for the customer support experience with Microsoft•Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g., first quality response, swarming, case documentation, customer expectation mgmt., etc.)•Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes•Leverage… Show more •Responsible for the customer support experience with Microsoft•Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g., first quality response, swarming, case documentation, customer expectation mgmt., etc.)•Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes•Leverage the latest appropriate tools and available insights to educate and empower customers to self-help and deflect future cases•Create and maintain incident management requests to product group/engineering group•May contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience via feedback to correct stakeholders•Provide ramp activities, knowledge sharing, technical coaching and mentoring•Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)•Lead or participate in building communities with peer delivery roles; may be workload or specialty specific Show less
    View
  • Right Group
    Support Manager
    Right Group Dec 2016 - Nov 2019
    Al-Khobar Governorate, Saudi Arabia - Cairo, Egypt.
    - Prioritize customer satisfaction by understanding their needs for speed, quality, and value, while ensuring technical proficiency and timely support delivery.- Oversee, plan, and coordinate daily tasks, meetings, and projects for the team and unit.- Continuously provide feedback and coach engineers to enhance their communication skills, technical abilities, and efficiency in delivering customer and internal tasks.- Enhance my management skills by actively participating in Delivery… Show more - Prioritize customer satisfaction by understanding their needs for speed, quality, and value, while ensuring technical proficiency and timely support delivery.- Oversee, plan, and coordinate daily tasks, meetings, and projects for the team and unit.- Continuously provide feedback and coach engineers to enhance their communication skills, technical abilities, and efficiency in delivering customer and internal tasks.- Enhance my management skills by actively participating in Delivery and Management Excellence events, training sessions, mentoring programs, and community activities. Show less
    View
  • Right Group
    Technical Team Lead
    Right Group Apr 2013 - Dec 2016
    Saudi Arabia
    -Full participation in Delivery and Management of Upgrading MS Dynamics AX to Ax2012 and D365 ERP.- Responsible for infrastructure and Technical Architecture.- Provide technical leadership and direction to technical team- Set, report, and attain service level, business, and productivity metrics.- Provide projects and resources development plans.- Participate in project proposals for technical aspects.- Manage projects and support activities on item level.- Work… Show more -Full participation in Delivery and Management of Upgrading MS Dynamics AX to Ax2012 and D365 ERP.- Responsible for infrastructure and Technical Architecture.- Provide technical leadership and direction to technical team- Set, report, and attain service level, business, and productivity metrics.- Provide projects and resources development plans.- Participate in project proposals for technical aspects.- Manage projects and support activities on item level.- Work closely and effectively with internal business partners, external consultants, and other technology managers and staff to ensure productive and adaptable working relationships. Show less
    View
  • Right Group
    Erp Senior Technical Consultant
    Right Group Mar 2008 - Apr 2013
    Saudi Arabia
    Responsible for managing technical aspects during full life-cycle of a Dynamics AX implementation. This includes technical design and on-going activities related to build and deployment phases of the project. I have a strong overall knowledge of a technical aspects of Microsoft Dynamics AX.Responsibilities:- Works closely with the Project Manager to ensure that all deadlines related to technical aspects of the Dynamics AX implementation are either met or exceeded.- Working closely… Show more Responsible for managing technical aspects during full life-cycle of a Dynamics AX implementation. This includes technical design and on-going activities related to build and deployment phases of the project. I have a strong overall knowledge of a technical aspects of Microsoft Dynamics AX.Responsibilities:- Works closely with the Project Manager to ensure that all deadlines related to technical aspects of the Dynamics AX implementation are either met or exceeded.- Working closely with the infrastructure team to build hardware sizing requirements- Support or execution of data migrations into a Dynamics AX environment using the Microsoft Data Migration Framework or other technologies.- Communicate project deadlines to the Technical Consulting director and ensure that resources are scheduled to meet these deadlines.- Communicate development guidelines to both internal and external development resourcesMonitor development activities to ensure development guidelines are being followed- Promote development objects during build and test activities using projects, models and model Stores.- execution and support for retail installation and configuration.- Document customer proposed environment specifications.- Build and/or copy new Dynamics AX environments as needed throughout the project- Upgrade AX from earlier to new releases with ability to cover different upgrade scenarios like source to destination or upgrade in place. Show less
    View
  • Asset Technology Group
    Software Quality Engineer
    Asset Technology Group Aug 2007 - Feb 2008
    Egypt
    - Monitoring every phase of the software development process in order to ensure design quality, - Making sure that the software adheres to the standards set of the company policy.
    View
  • Im Holding, Inc.
    Installations Manager
    Im Holding, Inc. Jun 2005 - Jul 2007
    Egypt-Cairo
    - Lead technicians team for successful internet service setup for new clients.- Schedule and plan internet installation process.- monitor installation quality and team performance.
    View

Islam Hassan Skills

Software Implementation Microsoft Dynamics Axapta Solution Architecture Erp Data Migration Microsoft Sql Server Business Analysis Microsoft Dynamics Ax Data And Code Upgrade Microsoft Dynamics Crm 4.0 Installation And Deployment Implementing Microsoft Windows Server Network Infrastructure Microsoft Dynamics Ax Business Intelligence Software Development

Islam Hassan Education Details

  • Faculty Of Engineering At Ain Shams University
    Faculty Of Engineering At Ain Shams University
    Good

Frequently Asked Questions about Islam Hassan

What company does Islam Hassan work for?

Islam Hassan works for Right Group

What is Islam Hassan's role at the current company?

Islam Hassan's current role is Senior Project Manager.

What is Islam Hassan's email address?

Islam Hassan's email address is ih****@****oup.net

What schools did Islam Hassan attend?

Islam Hassan attended Faculty Of Engineering At Ain Shams University.

What are some of Islam Hassan's interests?

Islam Hassan has interest in Social Services, Children, Education, Science And Technology, Animal Welfare, Health.

What skills is Islam Hassan known for?

Islam Hassan has skills like Software Implementation, Microsoft Dynamics, Axapta, Solution Architecture, Erp, Data Migration, Microsoft Sql Server, Business Analysis, Microsoft Dynamics Ax Data And Code Upgrade, Microsoft Dynamics Crm 4.0 Installation And Deployment, Implementing Microsoft Windows Server Network Infrastructure, Microsoft Dynamics Ax.

Who are Islam Hassan's colleagues?

Islam Hassan's colleagues are Abdulrahman Mansour, Shorouk Mohamed, Radwa Mansour, Ali Shaaban, Samah Samir, Amlan Mitra, Gehad Fathey.

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