 Provide technical and SME coaching for Delivery Partner (DP) Engineers, Advocates Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable. Own case management duties (incoming inspection, escalations, tech reviews, triage, wellness, reduced time to... measures) Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME)) Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process) Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers) Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly) As a technical, program SME, collaborate with all stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond. Participate in DP ROB (WBR, QBR, MBR) Participate in Product Group Triages (coordinated with Eng. and Service TAs) Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar) Participate in Technical and SME Interviews for New PTA Hires Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise) Run Non-Top Box and Deviation Analysis (including Approval) Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.

 Provide Tier 3 Escalation Support. Deliver high quality incident resolution, root cause analysis, prevention, and knowledge transfer. Helping the customers to troubleshoot and resolve critical issues on Windows Devices & Deployment and performance. Manage Escalation and subcases to ensure timely and high Quality Resolution. Leading and providing the required support and development of devices and deployment to Windows core team. Leading Readiness plans and onboarding process "documentation, process and training". Managing, providing, and leading the devices and deployment topics technical training for the new hires and the technical development training and new technologies of the devices and deployment for Windows team.

 Helping the customers to troubleshoot and resolve critical issues on Windows Devices & Deployment and performance. Leading and providing the required support and development of devices and deployment to MEA Windows core team. Leading Readiness plans and onboarding process "documentation, process and training". Managing and providing the devices and deployment topics technical training for the new hires and the technical development training and new technologies of the devices and deployment for Windows team.

• Building successful business relationships with the Customers to provide advice and guidance around the required services and help the customer reach their desired state.• Identifying opportunities and developed support delivery plans for the Customer. • Interviewing new Support engineers.• Understanding customer’s problems, needs and challenges to develop quality service delivery planning to improve customer IT operational health. • Providing the best practice, advisories requirements, prerequisites to the Customers to Fix their problems, enhance the performance, avoid the same issues in the future, help the customer to build his plan to develop their environments and guide the customers to explain Microsoft new products feature and how it will help and enhance their environment.• Arranges technical and non-technical training sessions to help Support team in MEA to develop technical and non-technical skills.• Helping MEA Support Team to provide the required support to help the customer and communicate with other regions to provide the required help to the team members to make sure that we are delivering the best service to our customers.• Platform Support Engineer, based in the CSS EMEA in Microsoft as a part of the EMEA Core Platform Team, where I provide technical support to Microsoft’s premier with Windows Servers and Windows Clients related problems.• Built a deep knowledge and focus on the following: Windows Server 2003, 2008, 2008R2, 2012, and 2012R2 and Windows Clients as XP/Vista/7/8/8.1, Hyper-V, Clustering, Performance and optimization for Windows Server, Remote Desktop Services, WSUS, WMI, WDS, Backup, Activation, DHCP, Services as Active Directory and DNS. Troubleshooting complex issues.• Assist in special projects in conjunction with other MS departments (MCS, Pre Sales,).• Exhibit leadership through personal responsibility, accountability and teamwork.

I.T Support Team Supervisor.• Leading IT team and providing all the required consultation, training and support to IT team.• Lead the planning, design, production and management of enterprise service delivery projects and coordinates between cross-function departments (Business & Technology)• Supervise project teams, including Solution Designers, Implementation and configuration Engineers and other internal project staff.• Meet regularly with interdepartmental work group to monitor and evaluate the project status, discuss implementation issues and recommend service improvements.• Coordinate directly with “price water house coopers UK” to apply the IT service policy.• Supervise IT team to: Install and maintain platforms (Operating Systems) Design and run the local area network (LAN) layout Hardware and Software Support (PC’s, Printers, Servers...)  LAN and WAN hardware support (Routers, Switches, Firewall (PIXs)…) LAN and WAN software  Support Telecommunication (network and equipment) support, Design and setup the security strategy. Administrate, support Lotus Notes for MEG and MAC Daily support. Identify the business needs from HW and SW Prepares and submits monthly progress reports to the MIS Manager to update him on the progress of the IS operations plan.

• Deliver workshops and trainings MCSE, CCNA and A+ courses.• Making evaluation test to junior instructors.• Assisting network team leader in holding technical interviews & Lab Tests for Newly hired.• Providing network solutions to Microsoft partners on site and within a support contract.

I.T Support team Supervisor.• Responsible for the installation and administration Domain controller and DNS.• Responsible for the installation and administration of servers that provide domain network structure. • Design & implementation and installation windows 2003.• Responsible for the installation and administration Domain controller and DNS Responsible for the installation and administration of servers that provide domain network structure. • Design & implementation and installation windows 2003.