Omar Ali Email & Phone Number

Ohio, United States

Remote

• Scope customer’s issue by collecting the relevant information and investigate the problem by research, diagnostic tools and back end logs.• Develop and automate the Azure resource deployment and utilization using customized PowerShell Script when replicating customer issue within a lab environment at support end.• Deep dive into service interdependencies and region specific configurations to find the root cause of customer’s issue.• Identify the product bugs that drive various issues in process flow of customer and reach out to product engineer via internal channel on issue fix and forward feedback from Customers.• Manage multiple complex technical issues simultaneously and escalate the issue to internal channels on time to help unblock production outage of customers.• Participate actively during team meetings, reach out to other team members, and drive Cross-team engagement/collaboration.• Provide solutions to customers of different technical abilities in a professional manner.• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations to improve the support experience.• Advise customers on how to gain additional value from their Microsoft products.• Document all technical work and approach taken to resolve the Customer issue.• Mentor new team members by sharing knowledge and assisting in troubleshooting.

United States

• Responsible for demonstrating products to customers as they visit Costco facilities• Interact with customers in friendly and inviting manner• Develop and use persuasive sales tactics to encourage customers to purchase products