Yousef Ali

Resolved 9+ Microsoft Intune and M365 tickets per week by diagnosing device enrollment and tenant issues at the root, resulting in a first-contact resolution rate of 40%. Reduced repeat tickets by 50% by documenting fixes in a shared knowledge base and supported 200+ end users on MDM/MAM enrollment and Active Directory access.

Migrated 40 small/medium businesses to Office 365 while managing client relationships directly, resulting in 96% client retention post-migration. Administered Microsoft Intune/M365 tenant setup and user provisioning solo, with zero data-loss incidents across 38 engagements.

Resolved technical and general service issues for 15+ customers per day, resulting in a satisfaction rate above 94%.

Processed insurance benefits and authorizations to set up patients on recommended PAP therapy. Managed 500+ client relationships across three roles spanning 5 years, resulting in a 95% conversion/retention rate.

Managed patient relationships and insurance authorizations by processing and administering 500+ contracts/agreements against Medicare and payer guidelines, resulting in 99% approval accuracy. Trained and led 3 team members through the authorization workflow.

Worked in sales and marketing at Future Contact Center.

Pursued an Associate's degree in Computer and Information Sciences and Support Services from 2019 to 2023.