Mohamed Wahba

• Assisting customers deploying Microsoft Defender services include Microsoft Defender for Office, Endpoint, Identity and Defender for Cloud Apps security. • Assisting customer finding vulnerabilities across Microsoft services with Defender TVM and Advanced Hunting Queries • Provide Microsoft best practice for customers through management service like MEM (Intune), SCCM and Group policy. • Onboard Microsoft Defender for Endpoint to different operating systems such as Windows 10, Windows servers, macOS.

• Troubleshoot and provide initial triage and investigation of customer cases from frontline support. • Assist in the resolution of any support escalation that do not need to go to tier 3 but require action from tier 2 engineering. • Educate frontline on issues that did not require Escalation to tier 3 / Engineering, but were escalated to improve process adherence. • Provide initial analysis and routing of issues that come from support.

• Delivered World-Class customer experience by helping with Planning, Deployment, Troubleshooting, and increasing the overall engagement with Microsoft Office 365 suite. Area of expertise: - Azure Active Directory / Active Directory - Hybrid Deployment - MS Teams & Skype For Business Troubleshooting - Outlook Troubleshooting - Exchange Online Troubleshooting - Office 365 Administration - Sharepoint and OneDrive for Business Administration

- Actively listened to customers requests, confirming full understanding before addressing concerns. - Helping customers solving their software issues with Sony products . - Collecting feedbacks from the customer

- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. - Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.

- Offer specialist knowledge on subjects like history, arts and sciences, designs and architecture. - During the tour, communicate with your tour group in a cheerful and engaging manner. - Lead the tour group to points of interest and at the same time provide useful and interesting information in whatever medium – written, oral or through electronic presentations. - Always make sure of the safety and convenience of your tour group.