Mahmoud Adel Mahmoud Lotfy Omar

• Empower Microsoft partners with deep expertise across Azure Infrastructure, Microsoft Security, Modern work and Zero Trust architecture.
• Discuss with partners technical presales engagements, including scoping calls, solution validation, and architecture design for security and cloud workloads.
•Design and implement POC for secure Azure environments covering identity, networking, compute, storage, hybrid connectivity, and governance frameworks.
•Deliver partner enablement on Microsoft Defender (XDR), Microsoft Sentinel, Entra ID, zero trust security Model, Microsoft Purview and threat‑protection best practices.
•Provide needed Guidance across complex security, identity, and infrastructure challenges across cloud and hybrid architectures.
•Advise on cloud governance, compliance, posture management, and Microsoft Cloud Security Benchmark alignment.
•Run readiness sessions to accelerate partner adoption of Azure and Microsoft Security solutions.
•Provide Guidance for cloud modernization, migrations, Landing Zones, and optimization initiatives for partner and customer environments.
•Collaborate with engineering and partner teams to remove blockers, strengthen solution quality, and drive successful deployments.

• Providing technical consultancy for Entra ID and Intune.
• Providing Level 3 advisory, help and Support for Intune cases raised by Premium customer.
• Responsible for the customer support experience with Microsoft.
• Lead Triage Calls with L2 Engineers to help for case Resolution in a rapid Time.
• Work closely with the Product Team to report & discussing customers' incidents raised that need changes in product level.
• Responsible for on-boarding Plan & knowledge base for New Engineers Joining Intune Escalation Team.
• Deliver training for Engineers in different aspects related to Intune product.
• Work on all cases related to Intune and other products that integrate with Intune like azure AD, MDE, Azure sentinel.

• Provide technical consultancies to the FastTrack Ready Partners who assist the customer to onboard their services to the cloud.
• Assist customers to fully transition from Skype for Business Solution to Microsoft Teams using the Direct Routing feature to leverage the PSTN calling capabilities and remove the resistance to go with Microsoft Teams and provide a demo to showcase.
• Assist the up-selling plan from M365 E3 licenses to M365 E5 by showing case and demos.
• Assist Customers in different migration projects from Exchange on-prem, G-suite, Lotus notes to Exchange online.
• Assist Customer in different migration projects from File share, g-drive to SharePoint online & OneDrive.
• Provide technical guidance to the customers using the suite of Microsoft365 (Office 365, Enterprise Mobility, Security and Windows10).
• Provide Business Value Discussion workshops to show a case on the Microsoft 365 services.
• Help Customers shape success vision, identify KPIs and translate it into a successful solution.

• Provide a second level of support for Messaging services to Orange customers.
• Implement, Administrate, and support Exchange on-premises, skype for Business, FIM servers for different Customers.
• Troubleshoot and diagnose problems in existing customer Messaging platform leading to effective and efficient problem resolution to meet requirements of Service Level Agreements and contractual commitments to customer.
• Perform proactive service maintenance actions to maintain service availability and reduce risk.
• Validate and apply changes to servers, application configuration or architecture, as requested by the customer or by Engineering teams.

• Back end support for unified communication Apps which depends on Microsoft infrastructure servers like exchange, MS Lync, Domain services.
• Implement different versions of MS Exchange and MS Lync (Skype for business) with different features for testing purposes.
• Identify, analyze, and resolve application incidents.
• Administration of Jira Ticketing System.
• Perform day-to-day application support tasks with internal and external customers and vendors to resolve technical problems in a timely manner.

• Responsible for Backup process (End of day process) of banking System (As-400).
• Perform operational tasks on servers like Symantec, WSUS, Exchange 2013, SCCM, AD, Lync 2013, As-400, and another banking APPS, monitor Net APP and Net Backup jobs, manage user profiles on Cisco call manager (IP Phone system).
• Check Routers connectivity and coordinate with vendors.
• Monitor ATMs Nodes (Performance or Outage) using BASE24 ATM System.

• Second Level Support for Reported incidents from level 1.
• Manage user's authorities on Lync Server.
• User account administration on Active Directory, managing permissions of users and computers in different Organizational units.
• Create and Manage mailboxes, Distribution lists permissions on Exchange Server.
• Setting up administrator and service accounts, maintaining system documentation, tuning system performance, installing system wide software, validating.
• Install, upgrade, support and troubleshoot windows, Microsoft Office, printers and scanners, any other authorized desktop applications.

• First line support for end users.
• Responsible for resolving or escalating end users reported Incidents and Service Requests.
• Follows functional escalation in case the incident resolution times exceed the agreed service levels.
• I worked on windows server 2008, MS Exchange server, MS LYNC, Symantec, Remedy, Maximo, Citrix, Active directory, RSA, Tivoli TRC, Quest Tool, Cisco Jabber, Cisco Any Connect, Cisco Webex.
• Way of support is remotely via remote access tools.