Farah Essam AbdelRehim
Cairo
Overview
1
1
year of professional experience
7
7
years of post-secondary education
Work history
Microsoft Teams & SfB Technical Support Engineer
Microsoft
Cairo, Egypt
03.2024 - Current
- Customer-Centric Technical Support & Advanced Troubleshooting: Delivered specialized technical support across the EMEA region, resolving complex issues in authentication, network connectivity, and unified communications for Microsoft Teams and M365 integrations, ensuring customer satisfaction in both on-premises and cloud environments
- Expert in Logs Collection & Trace Analysis: Skilled in gathering and analyzing audit logs and trace data using advanced Microsoft tools, facilitating efficient problem isolation, root cause analysis, and rapid issue resolution
- Critical Escalation Management & Cross-Functional Collaboration: Effectively handles high-stakes escalations (CritSits) and partners with cross-functional teams and Microsoft product groups to mitigate client impact, secure updates, and advocate for design enhancements
- Enabler of Customer Self-Sufficiency: Guides customers with clear documentation, training resources, and best practices, empowering them to self-solve and optimize their experience with Microsoft products
- Comprehensive Documentation & Knowledge Transfer: Documents troubleshooting processes and case analyses to enhance internal knowledge bases, support training, and contribute to continuous product improvement
Education
Bachelor of Science - Computer Engineering
AIN SHAMS UNIVERSITY
Cairo 10.2018 - 06.2023
EBIS - IGCSE
Egyptian British International School
Cairo 10.2015 - 06.2018
Skills
Programming Languages: Java, JavaScript, HTML, CSS, C
Skills: Technical Troubleshooting, Teamwork and Collaboration, Problem-Solving Knowledge and Tools, Software Debugging, Requirements Gathering, Customer Support
Projects
MOKHALFATAK Graduation Project(A*)
• Developed an application for License Plate Number detection and scanning.
• Responsible for building UI interfaces and implementing Java codes.
• Officer can issue a ticket or check driver’s credentials based on the scanned plate.
• Implemented a payment method for the user within the application.
• Utilized Google Firebase to store and display user payment history.
Timeline
Microsoft Teams & SfB Technical Support Engineer
Microsoft
03.2024 - Current
Bachelor of Science - Computer Engineering
AIN SHAMS UNIVERSITY
10.2018 - 06.2023
EBIS - IGCSE
Egyptian British International School
10.2015 - 06.2018
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