MSMoaz Sobhy
@moazsobhy
Microsoft 365 | Exchange Online | L2/L3 Support | Technical Escalations | SaaS | 8+ yrs | Remote
EgyptWhat I'm looking for
I am a Microsoft 365 and Exchange Online specialist with over 8 years of experience supporting enterprise customers in high-performance, SLA-driven environments. My background spans L1 to L3 support, technical escalations, and team leadership within Microsoft-focused programs.
Throughout my career, I have handled complex Exchange Online and Microsoft 365 cases, resolved high-priority enterprise incidents, and worked closely with cross-functional teams to maintain service reliability at scale. I have experience managing escalations end-to-end, performing root cause analysis, and ensuring compliance with strict performance metrics.
In addition to technical troubleshooting, I have taken on leadership responsibilities, mentoring engineers, improving internal workflows, and contributing to operational efficiency. I enjoy building structured processes that reduce repeat issues and improve overall support quality.
My technical focus areas include:
Microsoft 365 Administration
Exchange Online
Enterprise SaaS Support
L2/L3 Escalations
SLA & Incident Management
Cloud-based service environments
I thrive in remote-first, fast-moving teams where ownership, accountability, and continuous improvement are valued. I am comfortable working US or EMEA time zones and adapting to dynamic startup environments.
Beyond technical work, I’m interested in cloud technologies, process optimization, and scalable support systems. I enjoy continuously learning and staying current with evolving SaaS and Microsoft ecosystems.
My goal is to contribute to a growth-oriented company where I can deliver high-impact technical support while continuing to expand my expertise in cloud and enterprise systems.
Experience
Work history, roles, and key accomplishments
GI1. Led daily operations of Microsoft 365 enterprise support team in SLA-driven environment.
2. Monitored NSAT scores and productivity metrics to ensure consistent service quality.
3. Managed escalations and ensured timely resolution of complex technical issues.
4. Improved internal workflows and documentation for operational efficiency.
5. Provided mentorship and performance feedback to engineers.
Technical Lead
Gigmo Solutions
Nov 2023 - Sep 2024 (10 months)
Led daily operations of a Microsoft 365 enterprise support team in an SLA-driven environment, managed escalations and improved workflows to increase operational efficiency and maintain high NSAT and productivity metrics.
CO1. Owned and resolved complex enterprise Microsoft 365 technical escalations (Outlook, Exchange Online).
2. Acted as primary escalation point between frontline engineers and Microsoft Engineering teams.
3. Promoted to Technical Lead within 6 months due to consistent “Exceeding Expectations” annual ratings.
4. Mentored and coached engineers through readiness programs and technical knowledge sharing
Senior Subject Matter Expert
Concentrix
Feb 2020 - Nov 2023 (3 years 9 months)
Owned and resolved complex enterprise Microsoft 365 escalations, acted as primary liaison to Microsoft Engineering teams, and drove improvements in automation and supportability while maintaining high SLA compliance and customer satisfaction.
SYInternational Account Advisor
Sykes
Dec 2017 - Jun 2018 (6 months)
1. Provided advanced technical support and escalation management for UK enterprise customers.
2. Designed and delivered internal training modules to improve knowledge base usage and quality metrics.
Technical Support Engineer
Sykes
Dec 2017 - Jun 2018 (6 months)
Provided advanced technical support and escalation management for UK enterprise customers and designed training modules to improve knowledge base usage and quality metrics.
VO1. Delivered customer support for broadband and telecom services in high-volume UK market.
2. Coordinated cross-departmental communication to ensure service continuity and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Cairo University, Faculty of Commerce
Financial Accounting
2019 -
Enrolled in Commerce studies with a focus on Financial Accounting beginning in 2019.
Cairo University, Faculty of Engineering
Aerospace Engineering
2013 - 2019
Completed an undergraduate program in Aerospace Engineering at Cairo University, Faculty of Engineering from 2013 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Social media
Job categories
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