Elie Mazloum

Experience

• 

  COMPUTEL S.A.L

  Feb 2012 - Jul 2022

  IT Management and Consultation: Played a dual role as IT Manager and IT Consultant for clients lacking an internal IT department. Collaborated with and supported IT Managers to achieve best practice goals and strategic plans.Server and Storage Configuration: Expertly installed and configured a wide range of servers including HP, Dell, Lenovo, IBM, and Fujitsu. Set up and managed storage arrays such as NetApp, Fujitsu, and Dell EMC to ensure efficient data management.Virtualization and Hypervisor Deployment: Installed and configured hypervisors for virtual environments using VMware ESXi and Microsoft Hyper-V, optimizing infrastructure for flexibility and scalability.Backup Implementation: Deployed Multiple products for comprehensive backup solutions, including Backup Exec and Veeam.Microsoft Technology : Implemented Microsoft Active Directory and Exchange across multiple versions. Managed the deployment of Microsoft 365 Products, facilitating seamless cloud integration.Patch and Update Management: Configured and implemented updates using Microsoft SCCM and WSUS ensuring systems were current with the latest security patches.Network and System Security: Installed and configured firewalls and security systems from Sophos, Fortinet, Barracuda, Cisco, and Juniper. Managed security centers using Sophos, Kaspersky, Symantec, and ESET for comprehensive threat protection.Network Infrastructure Management: Deployed, supported, and troubleshot networks, switches, wireless access points, and routers to ensure robust and reliable connectivity.Operating System: Configured and Maintained operating systems including Microsoft Windows Server, and Ubuntu server, ensuring stable and efficient system operations.Monitoring and Management Solutions: Implemented management and monitoring software such as Veeam One, SolarWinds, PRTG and Dell Open Manage to optimize system performance and availability.VDI Solution : Deployed VDI environments using VMware Horizon Software. Show less Help Desk Support: Provided comprehensive help desk support for customers, resolving technical issues efficiently and ensuring high levels of customer satisfaction through effective communication and problem-solving.Operating System Installation and Configuration: Installed and configured Microsoft operating systems, ensuring optimal performance and security for end-user environments.Microsoft Infrastructure Deployment: Installed and configured Microsoft Active Directory and Exchange Servers, enabling robust user management and email communication solutions for businesses.Security and Backup Solutions: Implemented Symantec Endpoint Protection to safeguard systems against security threats. Installed and configured Symantec Backup Exec for reliable data backup and recovery.Spam Filter Configuration: Installed and configured spam filter servers to enhance email security and reduce the risk of phishing attacks.Hardware Repair and Troubleshooting: Repaired laptops, desktops, and printers, diagnosing hardware issues and performing necessary repairs to minimize downtime.Remote and On-Site Troubleshooting: Provided both remote and on-site troubleshooting for hardware and software issues, ensuring quick resolution to maintain business continuity and efficiency. Show less

  • Senior System Engineer

    Mar 2015 - Jul 2022

  • Technical Support Engineer

    Feb 2012 - Feb 2015
• 

  Microsoft

  May 2021 - now

  Program Management and Strategic Planning: Oversaw planning, budgeting, and reporting functions for key program initiatives. Collaborated with resources provider teams and stakeholders to ensure effective program delivery, utilizing strategic thinking to address complex challenges and drive process optimization.Insight Generation and Business Intelligence: Collected comprehensive insights from various data sources, effectively presenting findings to business owners and product teams to inform strategic decision-making. Analyzed business intelligence reports to identify growth opportunities and drive business strategies.Collaboration and Experimentation: Worked closely with Operations Managers and teams to manage core KPIs and outcomes. Led experimentation processes to enhance service delivery, ensuring initiatives were data-driven and results-oriented. Facilitated successful cross-functional collaboration, contributing to improved communication and project outcomes.Resource and Cost Management: Managed cost per incident and optimized resource allocation by working closely with Operations teams and resources providers. Implemented cost-saving measures that maximized budget efficiency without compromising service quality.New Business Development: Proactively identified and pursued new business opportunities to drive growth and expand market reach.Operational Excellence: Ensured high-quality registration of insights and met strategic and tactical deliverables through close collaboration with operations teams. Team Development: Provided insights and feedback to improve agent performance and customer support experiences.Leadership and Innovation: Demonstrated strong leadership skills, fostering a culture of innovation in AI integration and strategic thinking. Received positive feedback from team members, stakeholders, and senior management for contributions to enhancing business operations and achieving strategic objectives. Show less Leadership and Management: Provided leadership and guidance to multiple Team Leads, overseeing their performance, development, and productivity. Conducted regular meetings, set goals, and provided feedback and coaching to enhance individual and team performance.Resource Planning and Allocation: Collaborated with Team Leads to assess workload and allocate resources appropriately across teams to ensure efficient operations and timely support delivery.Performance Monitoring and Reporting: Implemented performance metrics and monitored the performance of individual teams and the overall program. Analyzed data and prepared reports to provide insights and recommendations for improvement to senior management.Process Improvement: Worked closely with Team Leads to identify process bottlenecks, inefficiencies, and areas for improvement. Implemented best practices to enhance operational efficiency and consistency across teams.Cross-Functional Collaboration: Collaborated with other departments to align support operations with broader organizational goals.Training and Development: Identified training needs, facilitated knowledge sharing, and organized professional development opportunities to enhance technical skills, customer service excellence, and leadership capabilities.Escalation Management: Provided guidance and support in handling escalated customer issues or complex situations. Collaborated with Team Leads to address critical incidents, ensuring timely resolution and customer satisfaction.Stakeholder Management: Built and maintained relationships with key stakeholders, such as senior management and partners. Acted as a POC for communicated support initiatives, and gathered feedback to drive improvements in the program. Show less Team Management: Led a team of M365 Support Agents, providing guidance, coaching, and mentoring to enhance technical skills and customer service abilities. Conducted regular team meetings, set performance goals, and provided constructive feedback to drive individual and team performance.Technical Support and Issue Resolution: Assisted support agents in resolving complex technical issues related to Microsoft 365 products, including Office applications, Exchange Online, SharePoint, Teams, and other associated services. Escalated critical or unresolved issues to higher levels of support as required.Customer Service Excellence: Ensured a high level of customer satisfaction by ensuring timely and effective response to customer inquiries and issues. Monitored support agent interactions with customers, provided feedback on customer service techniques, and implemented strategies to improve customer experience.Training and Development: Developed and delivered training programs to enhance the technical knowledge and skills of support agents. Developed and maintained a knowledge base of best practices for Microsoft 365 products and services.Performance Monitoring and Reporting: Monitored individual and team performance metrics, such as response time, resolution rate, customer satisfaction ratings, and adherence to SLAs. Prepared reports and provided regular updates to management on team performance and metrics.Collaboration and Communication: Fostered effective communication and collaboration within the support team and with other departments. Collaborated with these teams to address product issues, provide feedback on customer pain points, and contribute to product improvement initiatives. Show less

  • Microsoft 365 Business Assist Program Manager

    Sept 2023 - now

  • Microsoft 365 Business Assist and Trials Nurturing Operations Manager

    Feb 2023 - Sept 2023

  • Microsoft 365 Concierge Team Lead

    May 2021 - Feb 2023