Negm Eldin Ashraf
Microsoft Technical Support
Alexandria
Summary
Customer-focused IT professional with hands-on experience supporting Microsoft 365 and Office applications, combined with a strong background in customer success, technical support, and service delivery. Proven ability to troubleshoot complex issues, collaborate with stakeholders, and improve customer satisfaction.
Skilled in bridging the gap between technical solutions and business needs, with a growing focus on cloud technologies, customer success management, and digital transformation.
Overview
5
5
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Frontline Engineer – Microsoft Account
Concentrix
05.2024 - Current
- Provide technical support for Microsoft Office applications and Microsoft 365 services to enterprise customers.
- Troubleshoot and resolve complex issues related to Outlook, Exchange Online, and Office apps.
- Collaborate with Microsoft 365 administrators and internal teams to ensure timely issue resolution.
- Handle customer cases end-to-end, ensuring high customer satisfaction and SLA compliance.
- Communicate effectively with international clients in English and German.
- Escalate and coordinate with higher-level engineering teams when needed.
- Coordinated closely with supervisors to address operational challenges proactively, leading to improved overall performance.
Customer Service Representative /Credit Controller
Sutherland
02.2021 - 04.2023
- Managed customer accounts and handled billing, payments, and collections.
- Resolved customer inquiries and complaints professionally and efficiently.
- Maintained strong relationships with clients to ensure retention and satisfaction.
- Coordinated with internal teams to resolve financial and service-related issues.
Education
Bachelor’s Degree - Journalism And Mass Communication
Al-Azhar University
Cairo, Egypt 04.2001 -
Skills
Strong customer-facing communication skills
Experience with Microsoft ecosystem (M365, Office)
Ability to translate technical issues into business-friendly language
Understanding of customer success and service delivery lifecycle
Multilingual support for global customers
Certification
Marketing challenge track
Timeline
Frontline Engineer – Microsoft Account
Concentrix
05.2024 - Current
Digital Marketing Professional
12-2021
Marketing challenge track
10-2021
Customer Service Representative /Credit Controller
Sutherland
02.2021 - 04.2023
SEO
08-2020
Social media marketing
07-2020
Bachelor’s Degree - Journalism And Mass Communication
Al-Azhar University
04.2001 -