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Mohamed Tayel

@mohamedtayel1

Microsoft Cloud Support Engineer at Microsoft resolving enterprise identity escalations across Entra ID, Azure, and Microsoft 365.

Egypt

Message

At Microsoft (via Concentrix), I resolve complex enterprise escalations involving Microsoft Entra ID and the identity platform behind Azure and Microsoft 365. I’ve handled around 1,000 cases for roughly 800 organisations.

I scope customer requirements, validate options in labs, and implement and test solutions end to end. One migration for a regulated bank involved mapping around 10 service accounts running 700+ automated workflows, testing three migration paths, and aligning stakeholders across three organisations.

I troubleshoot authentication, federation, hybrid identity, provisioning, and Windows infrastructure. I also use PowerShell, Microsoft Graph, and logs to investigate incidents and document resolution paths for the team.

Outside support work, I built a personal AI orchestration system in Python with a multi-tier memory system and permission gates. I’m also developing my cloud and identity knowledge through Microsoft training and an AZ-104 certification path.

Experience

Work history, roles, and key accomplishments

Current

Microsoft Cloud Support Engineer

Current

Microsoft (via Concentrix)

Jun 2025 - Present (1 year 4 months)

Resolved around 1,000 complex escalations for roughly 800 organizations as primary owner of Microsoft Entra ID and the identity platform. Delivered least-privilege, automation-first solutions and supported migrations off legacy authentication.

Customer Service Representative

Sutherland (UPS Account)

Aug 2024 - May 2025 (9 months)

Ranked top 1-2 site-wide for NPS with a 100% quality score throughout, exceeding 85% of metrics including AHT, CCR and Release Rate. Handled 100+ contacts daily, resolving complaints and winning cases.

Customer Service NPS Complaint Resolution Case Management

International Account Advisor

Vodafone UK

May 2023 - May 2024 (1 year)

Ranked #1 in Egypt for Net Business Acquisition and top 1-2 for NPS; recognised three times for outstanding performance. Handled 60+ contacts per day, troubleshooting network, voice and SMS, mobile data and mobile broadband faults.

Customer Service Troubleshooting Networking Voice SMS Mobile Data Mobile Broadband

Customer Sales Assistant

Jotun

Feb 2021 - Apr 2023 (2 years 2 months)

Ran the store's day-to-day operations single-handedly and advised retail and trade customers using technical product knowledge.

Sales Customer Service Product Knowledge

Sales Assistant

Top Art

Aug 2020 - Dec 2020 (4 months)

Formatted master's theses and PhD dissertations in Microsoft Word and built PowerPoint presentations to institutional standards.

Microsoft Word PowerPoint Formatting Presentation Design

Education

Degrees, certifications, and relevant coursework

Microsoft

Microsoft Azure Administrator Associate (AZ-104), Cloud Administration

Pursuing the AZ-104 Microsoft Azure Administrator Associate certification, with the exam scheduled for November 2026.

University of Tanta

Bachelor of Science, Information Technology

2020 -

Activities and societies: Led 2 project teams; Student Council Scientific Committee member (2 major events); transferred from Engineering (2019 – 2020).

Currently pursuing a B.Sc. in Information Technology, with coursework in virtualization, networking, and programming.