Looking for a job

Alaa Hafez

@alaahafez

Message

Senior Technical Support Engineer at Microsoft resolving complex Windows escalations with 4.85/5.0 CSAT.

Egypt

Message

What I'm looking for

I'm seeking international or remote opportunities where I can apply my Microsoft-ecosystem expertise and leadership. I'm open to relocation, including the UK, Europe, Canada, Australia, and the Middle East.

At Microsoft, I resolve complex Windows 10/11 performance and stability escalations for global enterprise customers. I sustain a 4.85/5.0 CSAT and an 88% first-call resolution rate, and own Sev A / Sev 1 cases from deep-dive analysis through documented action plans.

I designed and deployed an AI agent to improve CSAT consistency and reduce handling time. I also mentored and onboarded engineers, authored internal knowledge-base articles, and co-hosted a CSAT best-practices session.

Previously, I supported Windows and Microsoft products at Microsoft across the Middle East and Africa, and supervised L2 support for Windows-based POS systems at FlairsTech. I hold Microsoft certifications across Security, Microsoft 365, Azure, and AI, and am seeking international or remote opportunities.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer - Windows Performance

Current

Microsoft

Apr 2024 - Present (2 years 6 months)

Resolves complex Windows OS escalations for global enterprise customers, sustaining high CSAT and first-call resolution rates. Leads CSAT improvement initiatives and mentors engineers.

Windows 10 11 Advanced Troubleshooting Root Cause Analysis Escalation Management CSAT Optimization AI Agent Development Knowledge Management Mentorship

Technical Support Engineer - User Experience (IBS)

Microsoft

Aug 2022 - Apr 2023 (8 months)

Delivered technical support for Windows and Microsoft products across the MEA region, prioritizing cases by severity and SLA. Built a centralized SharePoint knowledge base and performed advanced troubleshooting.

Windows Microsoft 365 SharePoint Troubleshooting Root Cause Analysis Knowledge Management

Technical Support Supervisor - L2 / Escalation Support

FlairsTech

Jun 2020 - Aug 2022 (2 years 2 months)

Led a technical support team for POS systems on Windows-based environments, improving customer satisfaction to 97%. Managed queue distribution, coaching, and escalation coordination across time zones.

Team Leadership Escalation Management Root Cause Analysis POS systems Windows Quality monitoring

Subject Matter Expert - Microsoft 365

Concentrix

Feb 2019 - Jun 2020 (1 year 4 months)

Provided advanced troubleshooting and escalation support for Microsoft 365 services. Led complex cases and delivered training programs to reduce escalation rates.

Microsoft 365 Outlook Exchange Teams One Drive SharePoint Troubleshooting Training

Customer Resolution Advisor / Technical Support Specialist

Vodafone UK

Jan 2015 - Apr 2017 (2 years 3 months)

Provided technical support and resolved complex escalations for UK-based telecommunications customers. Received multiple internal recognition awards for outstanding performance.

Technical Support Escalation Management Customer Service Communication Skills