Adham Ahmed
Lead Technical Support Engineer
Cairo
Summary
Experienced Technical Support Professional with over four years of hands-on experience in delivering high-quality support in English and German for Microsoft products and services. Proven track record in troubleshooting complex technical issues, managing escalations, and collaborating closely with engineering teams to resolve problems efficiently. Adept at analyzing customer feedback and translating it into actionable insights to improve product functionality and support workflows. Fluent in German, English, and Arabic, with strong communication skills that enable effective customer engagement across international environments. Known for precision, empathy, and structured problem-solving in fast-paced support operations. Background in linguistics and translation enhances clarity in technical documentation and user communication. Committed to driving service excellence, customer satisfaction, and continuous improvement in every support interaction.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Product Manager (Teams Devices – Product Insights)
Upwork
10.2023 - 05.2025
- Collected, analyzed, and validated product feedback from customer support cases to identify patterns, technical issues, and opportunities for product improvement.
- Collected, analyzed, and validated product feedback from customer support cases to identify patterns, technical issues, and opportunities for product improvement.
- Collected, analyzed, and validated product feedback from customer support cases to identify patterns, technical issues, and opportunities for product improvement.
- Collected, analyzed, and validated product feedback from customer support cases to identify patterns, technical issues, and opportunities for product improvement.
Microsoft 365 Support Operations Manager
Upwork
02.2023 - 10.2023
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Implemented quality control systems to boost overall product consistency and reliability.
Microsoft 365 Support Team Lead
Upwork
05.2022 - 02.2023
- Reduced response times for client inquiries by optimizing team workflows and communication channels.
- Analyzed support metrics to identify areas of improvement and develop targeted action plans for continuous growth.
- Created a culture of accountability within the support team, encouraging ownership over tasks while driving continuous improvement initiatives.
- Continuously raised the bar on performance standards by providing effective coaching sessions addressing individual needs based on comprehensive performance evaluations.
Microsoft Office 365 Apps Subject Matter Expert
Microsoft CNX
12.2020 - 12.2021
- Acted as the Subject Matter Expert for Microsoft 365 desktop applications, assisting German-speaking customers.
- Supported escalated technical issues and trained team members to enhance product knowledge.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Collaborated with cross-functional teams to address complex technical challenges.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
Microsoft 365 Support Engineer
Microsoft CNX
10.2019 - 12.2020
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
Education
Bachelor of Arts - German & English Studies
Ain Shams University
Egypt 04.2001 -
Skills
Product lifecycle management
Product development
Project planning
Product vision and strategy
Teamwork and collaboration
Requirements gathering
KPI tracking
Research and trend analysis
Technical support
User feedback collection
Product backlog management
Remote work
Timeline
Product Manager (Teams Devices – Product Insights)
Upwork
10.2023 - 05.2025
Microsoft 365 Support Operations Manager
Upwork
02.2023 - 10.2023
Microsoft 365 Support Team Lead
Upwork
05.2022 - 02.2023
Microsoft Office 365 Apps Subject Matter Expert
Microsoft CNX
12.2020 - 12.2021
Microsoft 365 Support Engineer
Microsoft CNX
10.2019 - 12.2020
Bachelor of Arts - German & English Studies
Ain Shams University
04.2001 -
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