Ahmed Kamel
@ahmedkamel4
Cloud Technical Lead Engineer at Microsoft Outsource who built a Hyper-V lab to reproduce escalated Microsoft cloud support issues.
EgyptWhat I'm looking for
At Microsoft Outsource, I lead and coach 12 support engineers handling Intune, Entra ID, Windows, hybrid, and Defender cases. I resolve more than 50 escalated cases each week, with a 4.95 CSAT and a 6% reopen rate.
I built a Hyper-V lab with a VM fleet, Active Directory, and Configuration Manager to reproduce escalated issues and validate fixes before they reach customers. I also use KQL, Fiddler traces, Intune and MDM logs, and the Defender portal to diagnose problems.
As a Cloud Technical Support Engineer at Microsoft Outsource, I supported enterprise admins using Microsoft Intune, Exchange Online, and Microsoft 365 Apps. I reproduced customer scenarios in a personal M365 tenant and lab to identify root causes and advise on policy design.
Earlier, I worked as a Microsoft Cloud Services Sales Representative at Microsoft Outsource, explaining cloud products and licensing, and as an Embedded Systems Engineer Intern at Satra.io, testing and troubleshooting embedded software and hardware. I hold SC-300, AZ-900, and MS-900 certifications.
Experience
Work history, roles, and key accomplishments
Cloud Technical Lead Engineer
Microsoft Outsource
Dec 2024 - Present (1 year 10 months)
Lead and coach a team of 12 support engineers on Intune, Entra ID, Windows, hybrid and Defender cases. Resolve 50+ escalated cases per week while maintaining high CSAT and SLA compliance.
Cloud Technical Support Engineer
Microsoft Outsource
Jul 2023 - Dec 2024 (1 year 5 months)
Supported enterprise admins on Microsoft Intune, Exchange Online and Microsoft 365 Apps, achieving a 4.95 CSAT. Reproduced customer scenarios in a personal M365 tenant and lab to find root causes and advise on policy design.
Microsoft Cloud Services Sales Representative
Microsoft Outsource
Feb 2023 - Jul 2023 (5 months)
Explained Microsoft cloud products, features and licensing to customers and matched them to their business needs. Moved into technical support after 5 months based on technical aptitude.
Embedded Systems Engineer Intern
Satra.io
Jul 2022 - Sep 2022 (2 months)
Tested, configured and troubleshot embedded software and hardware to reduce downtime.
Junior Product Manager Intern
MaxAB
Apr 2022 - Jul 2022 (3 months)
Supported logistics and supply-chain process improvement and inventory-system work for a B2B e-commerce platform.
Education
Degrees, certifications, and relevant coursework
Higher Technological Institute (HTI)
Bachelor of Science, Communication and Electronics Engineering
Grade: GPA 3.4
B.Sc. in Communication and Electronics Engineering with a graduation project on AUTOSAR-based embedded software architecture with an IoT implementation.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Salary expectations
Social media
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