• Represent Microsoft in front of the customer and resolve complex technical issues involving Microsoft products and services.• Act as a technical focal point in relationships with other companies.• Manage issues related to Setup and Deployment, Activation, Servicing Windows, Bitlocker encryption.• Exhibit leadership through personal responsibility, accountability, and teamwork.• Troubleshooting skills and use of built-in or standalone tools to take verbose traces and logs.• Use trace analysis to analyze problems and develop solutions to meet customer needs.• Demonstrate strong interpersonal and communication skills, while working with diverse audiences including IT professionals and admins, developers, and management.• Manage SevA cases and make sure to provide Action plans and ensure the continues support..• Meet Customer expectations and always be resourceful.

*General hardware break/fix of laptops & desktops.*Optimizing HW/SW/Networking product and configurations as scriptedensuring customer satisfaction.*Taking Remote take over using different applications to fix customers issues(Symantec, Printers, Personal Communications. etc.).*Dealing with different mail clients servers (Lotus Notes, Microsoft-Outlook.etc).On windows 7, Windows 10 and Linux operating system.* Linux Red Hat Client Technical Support: (Software installation,Troubleshooting Linux problems using command line in Root, Upgrading andupdating Linux, Installation of Windows virtual client and configure it on Linuxand troubleshooting Linux shared Folder problem in Windows virtual client.)*Review diagnostic information to assist in isolation of a problem cause (which couldinclude assistance interpreting traces and dumps).*Collaborate with other support centers and business units to provide seamlessJoseph Gabra - page 1problem resolution.*Provide technical support service delivery within established guidelines;demonstrating soft skills and technical skills that contribute to client satisfaction.

*General hardware break/fix of laptops & desktops.*Optimizing HW/SW/Networking product and configurations as scripted ensuring customer satisfaction.*Taking Remote take over using different applications to fix customers issues (Symantec, Printers, Personal Communications. etc.).*Dealing with different mail clients servers (Lotus Notes, Microsoft-Outlook.etc). On windows 7, Windows 10 and Linux operating system.* Linux Red Hat Client Technical Support: (Software installation, Troubleshooting Linux problems using command line in Root, Upgrading and updating Linux, Installation of Windows virtual client and configure it on Linux and troubleshooting Linux shared Folder problem in Windows virtual client.)*Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps).*Collaborate with other support centers and business units to provide seamless problem resolution.*Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.

*Handling French and English calls.*Doing troubleshooting to resolve customer’s issues.*Restore files. *Open Tickets.

* Replying to customers mails to resolve their Yahoo! problems. * Dealing with different E-Mail replies applications (Kana Response 04 , 07, 10) . * Taking tasks to be delegated for Work Force Tasks. * Taking tasks to prepare different refreshers and deliver these information to my team.