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Hazem Ehab

@hazemehab3

Technical Support Engineer at Concentrix supporting Microsoft Intune and Entra ID; resolved complex endpoint and identity incidents.

Egypt

Message

At Concentrix, I provide Tier 2 enterprise technical support for Microsoft Intune, Microsoft Entra ID, and Microsoft 365. I handle customer cases across Microsoft Premier and Unified Support, including Critical Situation incidents.

I troubleshoot Windows Autopilot, device enrollment, and identity and access issues across Windows, iOS, Android, and macOS. I also investigate certificate deployment and Conditional Access problems, using PowerShell, Microsoft Graph, and diagnostic logs to find root causes.

I build and validate Intune custom compliance policies, including a workaround for Defender Antivirus and Windows Security Center compliance reporting issues. In my earlier customer service roles at Concentrix and Raya Customer Experience, I resolved technical, account, and billing issues.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

Concentrix

Apr 2024 - Present (2 years 6 months)

Delivered Tier 2 enterprise technical support for Microsoft Intune, Entra ID, and Microsoft 365, resolving complex endpoint management and identity incidents. Owned Critical Situation incidents end to end and maintained high customer satisfaction.

Microsoft Intune Microsoft Entra ID Microsoft 365 Windows Autopilot Device Enrollment Device Compliance Conditional Access MFA MDM Moderate Acute Malnutrition SCEP PKCS Windows Hello For Business Microsoft Defender For Endpoint PowerShell Microsoft Graph Root Cause Analysis Incident Management Escalation Management Technical Documentation

Customer Service Advisor

Concentrix

Aug 2022 - Mar 2024 (1 year 7 months)

Resolved high-volume technical, service, account, and billing issues for a Tier 1 US telecommunications provider through remote support channels. Consistently met or exceeded KPIs for CSAT, First Call Resolution, and service quality.

Customer Service Technical Support Remote Support Ticketing Systems CRM Upselling Cross Selling KPI Management

Customer Service Representative

Raya Customer Experience

Aug 2021 - Feb 2022 (6 months)

Handled high-volume customer requests, complaints, and billing inquiries in a fast-paced, SLA-driven contact center. De-escalated dissatisfied customers and resolved issues on first contact.

Customer Service Complaint Resolution Billing Inquiries SLA Management De escalation