Ahmed Elgharieb

• Managed and supported about 40000 users across multiple locations in/outside Germany as a part of my team in different languages ( German/ English/Arabic) with a focus on providing exceptional customer service.

• Provided technical support for software, and application issues to resolve problems quickly and efficiently.

• Worked with vendors to ensure that all equipment was up-to-date and in working order
• Created detailed documentation on each ticket, including steps to reproduce the problem and any resolutions found
• Responded quickly to urgent tickets, ensuring that critical systems were kept online at all times
• Maintained a strong relationship with management by communicating regularly about issues as they arose
• Responded to incoming calls,emails and chats from customers seeking technical assistance with software, and connectivity issues
• Handled low, medium, and high priority tickets.
• Citrix administration and support

troubleshoot and customize office 365 applications including word, Excel, outlook, Skype for Business and MS teams

Active directory support and administration ( Group policy, permissions, account provisioning)

Exchange / office 365 support, maintenance, and administration ( Account provisioning, migration from Exchange to office 365, distribution Group creation ) Sharepoint administration and support

Active directory support and administration ( Group policy, permission, account provisioning )

Exchange/ office 365 support, maintenance, and administration ( Account provisioning, Migration from Exchange to Office 365, distribution Group creation.

1- Answered inbound calls and provided assistance with customer questions that surrounded technical support with Sony devices like TVs, cameras , soundbars, and headsets

2- follow up with the customer's tickets via outbound calls or mail