Mohamed Ali Arafa Gad
Microsoft 365 Support Engineer
Cairo,C
Summary
Experienced Microsoft 365 Support Engineer with a strong track record in resolving complex issues across Exchange Online, SharePoint, Teams, and hybrid environments, while driving user adoption and system reliability. Skilled in PowerShell scripting and cross-team collaboration to deliver proactive support and optimize enterprise productivity.
Overview
10
10
years of professional experience
6044
6044
years of post-secondary education
Work History
Microsoft 365 Support Engineer
Upwork.com
08.2023 - 07.2025
- -Resolving issues related to Microsoft 365 apps, email flow, identity synchronization, and hybrid environments.
- -Setting up and managing services like Azure AD, Exchange Online, and compliance tools.
- -Communicating with users to solve problems and educate them on best practices.
- -Implementing threat protection, retention policies, and data loss prevention strategies
Microsoft 365 Apps Subject Matter Expert (SME)
Concentrix
06.2022 - 08.2023
- -Manage Office Cloud Policy Service (OCPS), Intune, Endpoint Manager, and Group Policies for app delivery
- -Troubleshoot performance, compatibility, and update issues across desktop and mobile platforms
- -Collaborate with security and compliance teams to enforce data protection policies within apps
- -Monitor Microsoft 365 roadmap and proactively assess impact of new features and updates
- -Develop and maintain PowerShell scripts for automation and reporting
Outlook Backup Subject Matter Expert (SME)
Concentrix
04.2022 - 06.2022
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Microsoft 365 Support Engineer
Concentrix Egypt
01.2021 - 04.2022
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
International Account Quality Coach
Sykes Cairo
01.2019 - 06.2020
- Monitoring calls to know the knowledge gaps.
- Supporting people improving their knowledge by referring them to resources.
- Assuring to deliver the feedback to the agent on time to assure his improvement and awareness with any updates.
- Assisting agents to improve their soft skills.
- Numbers analysis to know the gaps for the agents.
- Giving training sessions to catch up with new updates and improve the knowledge of the agents.
International Account Technical specialist
Sykes Cairo
06.2018 - 01.2019
- Handling all technical queries when it comes to Knowledge (Supporting all countries having technical teams).
- Addressing agents gap areas.
- Supporting people improving their knowledge by referring them to resources.
- I was the direct contact between the company and the client engineers handling the technical queries.
International Account Floor support
Sykes Cairo
12.2017 - 06.2018
- Supporting people improving their knowledge in all languages.
- Acknowledging any Known issues.
- Validation for any escalation before escalating the cases.
International Account Advisor
Sykes Cairo
10.2015 - 12.2017
- Handle customer's pre-sales and technical queries.
- Identify customer's issues and needs then use system knowledge, company policies and soft skills to handle and solve it.
- Apply client's policies and terms when handling customer's queries and issues.
- Handle all supervisor call back queue.
- Tier 2 technical support line for all cases related the Marshmallow software update on Android TVs for the UK and German accounts.
- Nester and floor support for newcomers.
Education
BBA - Languages and Translation – German language
Al-Azhar University
Cairo06.2012
Summer School for research and scholar-based intellectual thinking & Life in Germany
Vechta University
10.2010
C1 certification -
Goethe Institute
Office 365 online training
Interests
Walking
swimming
Equality
Personal Development
Personal Information
- Date of Birth: 12/12/89
- Place of Birth: El Fayoum, Egypt
Military Service Status
exempted
Timeline
Microsoft 365 Support Engineer
Upwork.com
08.2023 - 07.2025
Microsoft 365 Apps Subject Matter Expert (SME)
Concentrix
06.2022 - 08.2023
Outlook Backup Subject Matter Expert (SME)
Concentrix
04.2022 - 06.2022
Microsoft 365 Support Engineer
Concentrix Egypt
01.2021 - 04.2022
International Account Quality Coach
Sykes Cairo
01.2019 - 06.2020
International Account Technical specialist
Sykes Cairo
06.2018 - 01.2019
International Account Floor support
Sykes Cairo
12.2017 - 06.2018
International Account Advisor
Sykes Cairo
10.2015 - 12.2017
Office 365 online training
BBA - Languages and Translation – German language
Al-Azhar University
Summer School for research and scholar-based intellectual thinking & Life in Germany
Vechta University
C1 certification -
Goethe Institute
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