Summary
Overview
Work History
Education
Skills
Certification
Languages
Courses
Timeline
Generic

Abdullah El-Tahawy

Cairo

Summary

A highly skilled and results-oriented Microsoft Dynamics 365 F&O Technical Support Engineer with a strong background in troubleshooting complex platform issues and optimizing performance for both Cloud and On-Premises environments. Adept at using advanced diagnostic tools such as WinDbg and Kusto KQL to analyze and resolve platform-level issues, including AOS crashes, container restarts, and runtime memory inefficiencies. Expertise in system administration, performance tuning, and providing comprehensive support across multiple Dynamics 365 modules, including FR reporting, workflows, and minor customizations. Proven ability to collaborate with cross-functional teams to drive operational efficiency and ensure optimal system performance for enterprise customers.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Dynamics 365 F&O Technical Support Engineer

Concentrix
08.2024 - Current
  • Ran investigations into AOS crashes, container restarts, and platform instability, providing in-depth technical analysis and solutions for both Cloud and On-Premises Dynamics 365 environments.
  • Perform detailed Runtime Memory analysis to identify performance issues such as memory bloat, excessive object retention, and CPU pressure, optimizing high-throughput environments for seamless performance.
  • Utilize advanced tools like Kusto KQL to analyze crash dumps, trace platform-level issues, and correlate runtime behaviors with platform degradation to drive effective solutions.
  • Provide expert support across multiple system administration tasks, including FR reporting, LCS and deployment errors, Update One Version blockers, workflows, personalizations, and minor X customizations.
  • Collaborate closely with internal teams to resolve complex platform-related issues, offering insights and recommendations to enhance system performance and ensure long-term reliability.

International Account Sr Team Leader | SME/SOHO Account

_VOIS
09.2023 - 08.2024
  • Team Management:
  • Led a diverse team, including front-line, CXX, 2L, proactive communication, and admin.
  • Successfully guided the team through a challenging system migration, mitigating the impact of major customer issues.
  • Performance Improvement:
  • Strategically uplifted NPS by 18 points and FCR by 10 points, achieving consistent commercial target overperformance.
  • Reduced AHT by 20% seconds, ensuring sustained SL delivery.
  • Process Optimization:
  • Designed and implemented process improvement and automation solutions using Power Automate, Power Apps, Power BI, and SharePoint, achieving:
  • 50% reduction in CXX, 2L, and admin turn-around-time.
  • Enhanced reporting efficiency.
  • Stakeholder Collaboration:
  • Collaborated with RTM, scheduling, planning, MIS, and resourcing teams to streamline operations.
  • Overhauled the hiring process by participating in interviews, resulting in the selection of better-qualified candidates.
  • Key Achievements:
  • Spearheaded initiatives to improve operational metrics during high-pressure periods.
  • Strengthened team resilience and customer satisfaction through innovative leadership strategies.

International Account Team Leader | Fixed Tech Account

_VOIS
01.2023 - 08.2023
  • Team Management & Performance Optimization
  • Led a team of 30+ advisers, driving key performance metrics.
  • Designed and implemented strategic feedback loops, reducing Deep Detractors by 8%.
  • Automation & Process Improvement
  • Developed and introduced digital tools and automated workflows, improving reporting efficiency for WBR and MBR.
  • Streamlined communication across teams by implementing process automation solutions.
  • Customer Experience Enhancement
  • Conducted in-depth customer behavior analysis and identified system/process gaps to enhance satisfaction.
  • Implemented targeted strategies to address root issues, improving customer feedback and service ratings.
  • Operational Oversight & Reporting
  • Oversaw administrative and analytics teams, ensuring accurate and timely reporting.
  • Managed operations related to incentive programs, recruitment assessments, and new training modules.
  • Policy Development & Audits
  • Evaluated and improved operational policies and procedures, conducted audits, and provided actionable recommendations.

International Account Team Leader | Fixed Converged Account

_VOIS
01.2020 - 12.2022
  • Managed a team of 20+ customer care advisers.
  • Increased TNPS by 10% by revamping the call structure to focus on key soft- skills areas.
  • Responsible for Data Insights, Analytics for Call Drivers, and NPS Touchpoints in Ireland Care.
  • Successfully led and mentored a group of 15 new tenure advisers in ER, achieving remarkable results. Implemented a highly effective training program that resulted in a 30% increase in TNPS, a 15% reduction in AHT, and a 4% improvement in FC.

Trainer

_VOIS
07.2019 - 12.2019
  • Developed and delivered comprehensive training programs for new hires, ensuring consistent and effective onboarding of call center agents in areas such as product knowledge, customer service skills, and call-handling techniques.
  • Implemented interactive and engaging training methodologies, including role-plays, simulations, and group activities, resulting in increased knowledge retention, improved performance, and enhanced customer satisfaction metrics.
  • Conducted regular training needs assessments to identify skill gaps and customized training plans to address specific areas of improvement, leading to measurable performance enhancements and increased agent confidence and proficiency.

Education

Bachelor of Science - Electrical, Electronics And Communications Engineering

High Institute For Engineering And Technology
New Damietta
07.2016

Skills

  • KQL
  • SQL
  • X
  • LCS
  • PPAC UDE
  • SharePoint
  • MS PowerPoint
  • Power Pivot
  • Power Apps
  • MS Excel Power BI
  • Power Query
  • Power Automate

Certification

  • Foundations of Project Management
  • Foundations of Project Management by Google on Coursera.
  • Certificate earned on June 16, 2022

Languages

Arabic
English

Courses

  • Forward Program
  • Forward program provided by McKinsey G Company
  • Strengthened problem-solving abilities through the application of frameworks and methodologies, enabling effective resolution of complex business challenges.
  • Developed advanced strategic thinking skills, gaining a deeper understanding of key concepts and frameworks to make informed decisions that drive organizational success.
  • Cultivated leadership capabilities, including effective communication, stakeholder influence, and team management, positioning oneself for impactful leadership roles.

Timeline

Dynamics 365 F&O Technical Support Engineer

Concentrix
08.2024 - Current

International Account Sr Team Leader | SME/SOHO Account

_VOIS
09.2023 - 08.2024

International Account Team Leader | Fixed Tech Account

_VOIS
01.2023 - 08.2023

International Account Team Leader | Fixed Converged Account

_VOIS
01.2020 - 12.2022

Trainer

_VOIS
07.2019 - 12.2019

Bachelor of Science - Electrical, Electronics And Communications Engineering

High Institute For Engineering And Technology

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Abdullah El-Tahawy