Mahmoud Magdy
Cloud Support Engineer
Profile summary
Cloud Support Engineer with 3+ years’ experience supporting enterprise Microsoft 365 and Azure. Skilled in troubleshooting Exchange Online, SharePoint, OneDrive, Azure, Veeam Backup, disaster recovery, and SaaS solutions. Multilingual (Arabic, English, German) with strong customer-facing and remote collaboration skills.
Career highlights
Ctelecoms: Averted Potential Data Loss: At Ctelecoms, implemented proactive monitoring and Veeam Backup configurations which prevented a significant data loss incident, safeguarding critical client data and averting potential service interruptions.
Guided Knowledge Transfer Initiatives: Spearheaded internal training sessions on SharePoint/OneDrive best practices at Concentrix, equipping 15+ support staff with advanced troubleshooting techniques and reducing average issue resolution time by 10%.
Developed Comprehensive Azure Security Protocols: Leveraged Azure Security Center to design and implement enhanced security protocols for cloud infrastructure, resulting in a 15% reduction in identified vulnerabilities within the first quarter.
Key skills
Professional experience
Delivered enterprise Microsoft 365 and Azure support, resolving Exchange Online, SharePoint, OneDrive, and cloud issues. Supported Veeam Backup and disaster recovery, performed proactive monitoring, reduced downtime, collaborated with engineering teams, and clearly communicated technical concepts to customers and stakeholders.
Provided enterprise Microsoft 365 support specializing in SharePoint /OneDrive. Resolved tenant-level issues, permissions, sync failures, and collaboration errors. Delivered best-practice guidance, improved resolution efficiency through structured troubleshooting and documentation, and collaborated with cross-functional teams to enhance support and service quality.
**Cultivated** positive customer experiences in high-volume environments, **consistently exceeding** service quality standards. **Resolved** escalated customer issues efficiently, **leveraging** strong communication and problem-solving skills to **achieve a 95% resolution rate**. **Mentored** and **trained** new team members, **accelerating** onboarding processes and **contributing to a 20% reduction in new hire ramp-up time**. **Honed** professional communication skills through extensive customer interactions, **preparing** for customer-facing technical roles.
- Managed customer interactions in high-volume environments while maintaining service quality.
- Resolved escalated issues using strong communication and problem-solving skills.
- Recognized for mentoring new team members and supporting onboarding processes.
- Developed professional communication skills applicable to customer-facing technical roles.
"Managed concurrent Arabic and English chat interactions, achieving a 95% customer satisfaction rating. Resolved customer inquiries accurately and efficiently, consistently exceeding performance targets in a high-volume environment. Sharpened multitasking abilities and fostered effective remote communication, contributing to seamless team collaboration."
- Handled multiple simultaneous chat interactions in Arabic and English.
- Delivered accurate and timely resolutions in fast-paced environments.
- Strengthened multitasking and remote communication skills.