Support all Microsoft Office 365 Products (Exchange-Azure AD-SharePoint Online-Flow-Skype for Business-Planner-Security&Compliance).Provide sales opportunities by pinpointing customer needs.

- Acts as a 3rd level support within Vodafone support model for (Office 365 / Google Apps).- Providing 3rd level support in Office 365 & Google Apps for 32 Vodafone markets (Spain, Greece, Germany, UK, etc...).- Responsible for resolving all issues referred to us by Market service desk and/Or 1st level & 2nd level support in this market.- Responsible for interacting with vendors (Microsoft & Google Apps) directly in case of escalated issues.- Working with the team to maintain a 85% resolution ratio of tickets referred to us without referring to Microsoft.- Provide 2nd level support to other services (VUA "Vodafone user authentication" & VMB "Vodafone Mobile Broadband")-------------------------------------------------------------------------------------------------------Other Cross functions:---------------------------------1- Reporting:-------------------- Extracting required reports for raised & resolved tickets by B2B COE team.- Provide Best resolver personal on a monthly basis within B2B COE team.- Provide Resolution Ratio Report between Microsoft & B2B COE team on monthly & annual basis.- Responsible for the monthly report that measures the performance of all Vodafone Markets & B2B COE team.- Compare the results of extracted monthly reports to come up with an improvement plan for least performing Vodafone markets. ----------------------------------------2- Recruitment:----------------------- Find qualified candidates to fill any openings within B2B COE team.- Conduct Phone screening, Resume filtering to choose most suitable candidates for Interviews.- Responsible for further candidate filtering by providing technical exam and conducting first interview.- Recommend Candidates to direct manager for a final interview.----------------------------------------3- Process:------------------ Assist with identifying all B2B responsibilities with other teams & Process documentation.

• Working as 2nd & 3rd level support Engineer for Flowserve. • Acting as 1st point of escalation for Orange customer: "Flowserve"• Identify the customer network problems.• Handling contacts with Flowserve IT and Network executives and drive their network issues to resolution.• Responsible for the Documentation of each case & network problem created.• Responsible for the Escalation procedure in Orange, Flowserve, External PTTs• Incident management to other services such as (Firewalls – SSL – IPT - Riverbed)• Dispatching & supporting Orange Field Engineers at Flowserve sites.• Work with external service provider companies (eg. AT&T, Telecom Italia, Vodafone)

- Provide 24*7 monitoring & support for Etisalat GSM Mobile Core.- Provide on-site support for Etisalat and Huawei remote support teams.- Fixing faulty boards or replacing them- Supervising the Installation of any new device.- Provide reports & stats of the Core Devices performance and tackle any issues ahead.

-Theortical training

-Providing 1st and 2nd line technical support to customers and employees of the company