Mina Atalla

Experience

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  Winning Egypt academy

  Jan 2010 - Feb 2011

  IT Help desk
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  TE Data

  Mar 2011 - Sept 2013

  2nd line support specialist – TE-Data

   Systems action notes to be correct, up-to-date and relevant Attendance/time keeping to be exemplary Handle internal and external customer inquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards.  Resolved customer complaints and problems, escalate issues to appropriate persons/teams whenever needed. Effectively interprets the needs of the customers, maintains and enhances standards of quality for the services offered.  Builds a customer relationship, which adds value to the customer leading to a long-term profitable relationship.  Shows a broad knowledge and services and their competitive advantages.  Follows the appropriate guidelines and procedures for any given situation.  Performs all duties assigned to me by the team leader and supervisor. Handle external customer inquiries about Email ,Domain, Hosting issues all customer hosted on shared server with different Operating system Windows, Linux Handle all inquiries about Static IP & configure different routers to be work with TE-Data solutions  Handle all inquiries about Family filter service Show less

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  Vodafone

  Sept 2013 - Nov 2016

   Responsible for supporting Microsoft Exchange 2010, BlackBerry, Enterprise Vault ( KVS ), Fenestrae Faxination for 12 Vodafone operation center all over the world such as Vodafone UK & Germany. Handling Server-Side Issues that affect the operation of the customers. 2nd line of support, focal point of escalation for 1st line support. Performing documentation for all services. Performing Updates over the Microsoft Exchange 2010 servers, participated in NIC drivers update and Roll UP 5 update. Handling requests for Microsoft Exchange Mailboxes, Fenestrae Faxination system, Push mail, and BlackBerry activation requests. On-Call Support, providing availability on 24/7 basis. Performing E2E monitoring for all components to provide proactive support. Escalate to vendor when needed and provide root cause analysis. Maintaining the SLA agreed with Vodafone Group for all services. Reporting the Service level and high availability reports to the customer on regular basis. Service Owner of the News-Weaver, responsible for launching the project and coordinating with other teams involved and the vendor. Show less Manage Windows Accounts Creation and Active Directory new objects creation. Manage Service Desk projects. Handle all requests from Senior Executive (VIP) Staff, and assure the maximum level of satisfaction. Take the responsibility of complex incidents and challenge second line technical engineers’ responses to ensure quick incident resolution. Propose improvement of processes and procedures. Provide a structure for logging all IT incidents reported to Helpdesk; Monitor Helpdesk staff compliance to this structure. Analyze all reported incidents to define major call causes. Liaise with problem management specialists to eliminate or minimize number of calls. Handle escalations from Vodafone Staff and keep track of its progress, keeping in mind the speedy solutions and the ultimate customer satisfaction. Show less  Management of IT Help Desk incidents Ensuring proper logging of all incoming incidents (through different sources) and assigning them the correct priority, operational classification and product classification. First line Request Fulfillment and Account Management functions Managing Active Directory objects, and editing and creating user accounts and other objects in the environment and assigning them the correct permissions. Managing and improving IT Self-Services tools Creating ad hoc scripts to solve recurrent problems. Technical and operational assistance for staff Acting as a single point of contact for the customers with the IT teams. Real-time SLA compliance Management Providing and aligning technical solutions for business needs. On-load functions for our second line of support teamsParticipated in multiple process enhancement, customer satisfaction surveys and reports, and Problem Management focus groups Show less

  • Microsoft System Engineer

    Aug 2015 - Nov 2016

  • (SR Engineer, IT Service Desk – Vodafone Egypt)

    Mar 2014 - Aug 2015

  • Engineer, IT Service Desk – VIS

    Sept 2013 - Mar 2014
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  Orange Business Services

  Nov 2016 - Oct 2018

  Supporting Lync ,Exchange for more than 15 external customers.* Working on a different platforms for example: Microsoft Exchange 2007,Microsoft Exchange 2010, Microsoft Exchange 2013,Microsoft Lync 2010 and Microsoft Lync 2013.* Responsible for the healthiness of the services provided to our external customers, making sure that their requests are fulfilled.* Responsible for the Incident Management of the customers' issues, solving them and provide permanent solutions when needed.* Working for the root cause analysis for the problems happening to prevent their existence afterword, as part of the Problem Management role.* Engaging with Microsoft if there any bug or when analyzing the logs is needed for a root cause analysis.* Maintaining the servers by keeping the platforms up to date according to Microsoft's recommendation.* Monitoring the servers through SCOM, to avoid any customer impact.* Doing the capacity management, to make sure that we are not overloading the servers/services Show less

  • Unified Communication Expert Messaging and Collaborative Solution at Orange Business Services

    Nov 2016 - Oct 2018

  • Microsoft Unified Communication Expert

    Nov 2016 - Oct 2018
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  Microsoft

  Oct 2018 - now

  As a Security Cloud Solution Architect, I design and develop robust security architectures for cloud infrastructures. My role involves ensuring the technical viability and successful deployment of new projects by orchestrating essential resources and integrating key infrastructure technologies, including IaaS, Security, Networking, Application Development, and DevOps. I possess a comprehensive understanding of customers' data estates, IT and business priorities, and success metrics, enabling me to create implementation architectures and solutions that align with business and IT requirements while ensuring long-term technical sustainability of new deployments. Show less - Execute, manage and lead a set of Office 365 & EMS customers and partners through the Onboarding technical process.- Assist Office 365 customers and partners with configuration of onboarding tools and processes technology.- Analyze, develop and communicate key Onboarding process and technology improvement feedback for Office 365 Onboarding and entire deployment cycle.- Help Customer shape success vision, identify KPIs and translate it into a successful solution.- Connect technology with measurable business value.- Educate customers of all sizes on the value proposition of different Cloud Services.- Conducting Solution Demo and accelerate adoption and consumption.- Be a trusted customer advisor and consultant.- Provide and deploy cloud based solutions with on-premise infrastructure integration that address customer's business scenario.- Help organizations understand best practices around advanced cloud-based solutions, and how to migrate existing workloads to the cloud.- Secure customer and partner satisfaction and managing customer’s expectations.- Communicate engagement updates and highlight risk to different stack holders.- Partner with account managers, engineering, and product teams to craft scalable, flexible services that address customer business problems and accelerate the adoption of new services. Show less

  • Security Cloud solution Architect

    Jun 2024 - now

  • M365 FastTrack Engineer

    Oct 2018 - Jun 2024