Open to opportunities

Omar Sedky

@omarsedky

Message

Technical Account Manager who reduces cloud escalations and drives adoption with Microsoft and AWS expertise.

Canada

Message

What I'm looking for

I’m looking to own post-sales technical stewardship—driving adoption, reducing escalations with repeatable runbooks, and aligning customers and internal teams through clear triage, incident communication, and KPI-focused workflows.

I’m a customer-focused cloud professional with 10+ years in MSP and SaaS environments, specializing in Microsoft cloud expertise paired with strong escalation ownership and stakeholder communication. I partner with account teams to translate technical risk and adoption gaps into clear customer action plans, improving outcomes through structured triage and repeatable resolution patterns.

At Sherweb, I served as a senior escalation point for complex Intune environments, reducing Tier II+ escalations by 30% and cutting unresolved escalations by 40% through repeatable runbooks, clearer triage standards, and cross-functional improvements. I also earned “Lead of the Quarter” twice by surpassing KPIs and communicating technical risk, incident status, and mitigation steps in clear business terms while mentoring engineers and strengthening consistent delivery patterns.

Experience

Work history, roles, and key accomplishments

Technical Team Lead

Sherweb

Jan 2021 - Jun 2025 (4 years 5 months)

Served as a senior escalation point for complex Microsoft Intune environments, improving customer outcomes through structured triage and repeatable resolution patterns. Reduced Tier II+ escalations by 30% and cut unresolved escalations by 40% by creating troubleshooting playbooks and leading cross-functional process improvements.

Microsoft Intune Escalation Management Troubleshooting Playbooks Triage Process Improvement

Senior Technical Engineer

Sherweb

Aug 2018 - Dec 2020 (2 years 4 months)

Built dashboards to improve visibility for triage and prioritization of high-impact cases. Designed enablement programs that improved onboarding speed by 20% and reduced vertical escalations by 30% through more consistent delivery and troubleshooting.

Microsoft Intune Dashboards Enablement Troubleshooting Consistency Triage Customer Delivery

Technical Support Engineer II

Sherweb

Jan 2018 - Jul 2018 (6 months)

Resolved 500+ Office 365 and Azure AD cases with a 95% technical success rate by delivering reliable incident handling. Automated repeat troubleshooting steps with PowerShell to speed resolutions and reduce repeat incidents.

Office 365 Azure AD Powershell Scripting Customer Support Technical Troubleshooting

Apple Technical Support Representative

Teleperformance

Jun 2017 - Dec 2017 (6 months)

Delivered issue resolution and escalation handling while maintaining 95% satisfaction. Reduced handling time by 20% through proactive troubleshooting scripts.

Technical Customer Support Escalations Customer Satisfaction

Sales Coordinator

Premium Orthopedic

Oct 2015 - Apr 2017 (1 year 6 months)

Built vendor and stakeholder relationships to fulfill time-sensitive medical device orders across Canada and the US. Increased client acquisition and revenue by 30% through consultative customer engagement.

Sales Coordination Stakeholder Management Vendor Management Consultative Selling Revenue Growth Cross Country Fulfillment

LinkedIn Account Manager

Aleph Group Inc.

Feb 2012 - Jul 2015 (3 years 5 months)

Managed enterprise client relationships and campaign outcomes, achieving 220% year-over-year spend growth with Nokia. Led launch strategy for Orange rebranding and was selected to lead the LinkedIn regional go-to-market launch for MENA.

Enterprise Account Management Campaign Management Client Relationship Management Growth Strategy Stakeholder Management