Mohamed Hablas

• Identify and analyze skill-gaps in team or Pod; contribute to the creation of readiness plans
• Own Case management duties (technical review, triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to..
• Enable swarming and collaboration activities, including advanced troubleshooting
• Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring
• Technical interviews for new hires
• Acting team manager or POD lead backing up my manager.

Projects:

Global SEE academy framework:

I led the initiative to consolidate 23 SEE academies of Windows team around the globe into a single, standardized framework. This involved coordinating with regional representatives and ensuring a consistent and unified approach for all members of the Windows team.

EMEA TA Academy: For the third consecutive year, I have been a core team member, leading one of the four pillars and engaging in content development. I collaborated with the Global TA Academy Program Team to refine the academy and ensure its relevance and impact on participants' career development.

EMEA All Hands Meeting: As a core team member, I managed the presentation content for quarterly meetings and ensured smooth execution. This involved coordinating with stakeholders, preparing materials, and overseeing the meetings.

One Step Further (OSF) Project: As a core team member, I leveraged engineers' technical expertise on cross-team skills. The OSF project aimed to reduce collaboration tasks by providing a consistent approach for all Windows Commercial teams, enhancing learning opportunities and improving collaboration experiences.

CSS Egypt One Stop Shop: As the project leader, I developed a PowerApps tool to streamline hiring processes and manage assets for the CSS team in Egypt. The tool includes hardware and hiring modules. I managed the content, coordinated with stakeholders, and ensured successful implementation and adoption.

• Investigate and solve critical, complex, technical issues escalated from support engineering teams (typically tier 1 and 2) requiring expert level product or service knowledge
• Collaborate with the product group component owners to clarify unknown behaviors.

Projects:

• Leading the Hiring Squad for the EMEA Windows Teams in Egypt: I coordinated with stakeholders to fulfill all hiring requests for FY21 in Egypt, successfully recruiting 25 engineers contributing to the team's growth and addressing capacity challenges.

• Readiness Ambassador for MEA Storage and High Availability Team: As a readiness ambassador on the global readiness POD, I worked with other ambassadors on trending issues and filled technical gaps by preparing new training content and nominating participants for these training sessions

• Communicate with corporate customers via telephone, email, LiveMeeting, and other means of electronic communication to troubleshoot technical problems
• Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions
• Write technical articles and sample programs for Microsoft's knowledge base
• Deliver workshops/briefings to Premier customers when necessary
• Build business and technology cases based on product support and technical readiness trends that advocate for product changes and improvements
• Identify and monitor trends in case flow and make changes that improve time to resolution and quality of case handling.

• Dealing with REMEDY Ticketing System, assign and escalate the ticket to the team responsible or resolve it if the problem within our team area
• Administer a secure company Local Area Network (LAN) & Wide Area Network (WAN) to ensure the accessibility of all information resources by authorized personnel, in addition to linking company remote sites to the International Network
• Checking all connections and lines (Internet, international MPLS, E1s, PRI for telephone communication and PRI for video conference)
• Leading project management activities and operational support for IT systems based on Project Management & IT Operational Support
• Tracking Hardware Assets (IP Phones, PCs, Laptops, Printers, Scanners, and Connectors).

• Provide a high level of technical support for the users of the enterprise network
• Install, configure, troubleshoot, and administer server operating systems including Microsoft Windows servers
• Evaluates new products and technologies to determine impact on existing system configurations
• Prepares statements of work, proposals, support and project documentation for new system installations
• Maintain an overall perspective of system issues in the enterprise.

• Leading the technical support team who supports D-Link MEA customers in configuring and troubleshooting their D-Link products
• Monitoring team performance through different reports including attendance, adherence, conformance, and quality reports
• Being the technical SPOC for Egypt team with the D-Link management in Dubai
• Manage the readiness of the team members and assign the required training to engineers to assure the up-to-dated technical skill of the engineers.

• Handle all customer calls from different countries in the Middle East region and Pakistan, providing them with the steps to configure their D-Link products (Routers, 3G Routers, USB Adapters, Switches, Access Points, DNS, Print Servers, IP Cams and power lines) and solving any connectivity problems that face the customers in two languages Arabic and English.