Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mohamed Elsawy

Dynamics 365 Technical Lead - F&O Tech Core
Cairo

Summary

Dynamic and tech-savvy professional with over five years of experience in technical support and customer engagement across ERP, hardware, and software domains. Recently certified in Microsoft Azure Fundamentals (AZ-900). Strong foundation in technical problem-solving, customer relations, and technical presales supports a transition into a Pre-Sales Cloud Engineer role. Proven ability to conduct customer consultations, propose tailored technical solutions, and support effective product positioning. Fluent in English and Arabic with extensive experience in EMEA markets, ready to drive impactful customer interactions and cloud solution strategies.

Overview

5
5
years of professional experience
1
1
Certification
2
2
Languages

Work History

Subject Matter Expert / Technical Lead – Dynamics 365 Retail and Commerce

Concentrix
10.2024 - Current
  • Lead and mentor a team of Dynamics 365 support engineers, providing technical guidance, performance coaching, and operational oversight.
  • Act as the primary escalation point for high-impact technical cases, leading recovery efforts and collaborating with customers to ensure resolution and satisfaction.
  • Propose and implement process improvements, including case hygiene practices and communication standards, significantly enhancing team performance and customer experience.
  • Collaborate with cross-functional leads and management to refine support processes and align team goals with broader business objectives.
  • Co-created and maintain a comprehensive internal knowledge base to improve troubleshooting efficiency and standardize technical documentation.

Technical Support Engineer – Dynamics 365 Retail and Commerce

Concentrix
06.2023 - 09.2024
  • Provided advanced technical support for the Dynamics 365 Retail and Commerce module, assisting customers across the EMEA region.
  • Assisted with ERP topology and architecture inquiries to ensure seamless integration and functionality for clients.
  • Developed a strong understanding of CRM and ERP capabilities to better support diverse customer needs and resolve complex technical issues efficiently.

Technical Support Specialist

FoundEver (formerly Sykes International)
07.2020 - 06.2023
  • Delivered comprehensive hardware and software support for a wide variety of consumer electronics.
  • Engaged with customers across multiple channels, including phone, social media, and community websites, to resolve technical issues.
  • Supported major UK and Irish markets, addressing technical questions for retailers such as Amazon, John Lewis, and Curry's PC World.
  • Recognized as Employee of the Year and won multiple quality and productivity awards.
  • Acted as a team delegate in the manager's absence, demonstrating strong leadership and coordination skills.

Education

Bachelor of Law -

Mansoura University
Egypt

Skills

Core Competencies:

Cloud & Technical Acumen

  • Microsoft Azure Fundamentals (AZ-900)

  • Cloud Concepts (IaaS, PaaS, SaaS) & Architecture

  • ERP & CRM Systems (Dynamics 365)

  • IT Infrastructure & Topology

Pre-Sales & Solution Advisory

  • Customer Needs Analysis & Technical Discovery

  • Solution Design & Technical Proposal

  • Product Positioning & Value Proposition Communication

  • Complex Problem-Solving & Use-Case Analysis

  • Stakeholder Engagement & Management

  • Team Leadership & Mentorship

  • Strategic Process Improvement

  • High-Impact Incident Management

  • Cross-Functional Collaboration & Workflow Optimization

Certification

Microsoft Certified: Azure Fundamentals (AZ-900).

Timeline

Microsoft Certified: Azure Fundamentals (AZ-900).

06-2025

Subject Matter Expert / Technical Lead – Dynamics 365 Retail and Commerce

Concentrix
10.2024 - Current

Technical Support Engineer – Dynamics 365 Retail and Commerce

Concentrix
06.2023 - 09.2024

Technical Support Specialist

FoundEver (formerly Sykes International)
07.2020 - 06.2023

Bachelor of Law -

Mansoura University

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Mohamed ElsawyDynamics 365 Technical Lead - F&O Tech Core