Islam Hassan Email & Phone Number

Cairo, Cairo Governorate, Eg

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

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

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

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

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

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

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.

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.