Makarios Ibrahim

Experience

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  YMCA

  Sept 2003 - Jun 2005

  IT Technical Services

  Provided comprehensive technical support for computer hardware and software issues, including system configurations, wireless connections, and software installations.

• 

  Gazzin

  Oct 2005 - May 2007

  Technical Sales Support Engineer

  Assisted customers with pre-sales inquiries, promoted hosting plans, and customized plans to meet customer requirements.

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  Delta Investment Group LLC

  May 2007 - Mar 2010

  Team Lead Manager

  Supervised marketing and web/internet teams, overseeing the planning and implementation of technical projects for the company's online presence.

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  Teleperformance Greece

  May 2011 - Nov 2011

  Technical Support Representative

  Provided technical support in Arabic for BlackBerry customers, diagnosing and resolving technical issues via phone and internal ticketing system.

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  Site5

  Feb 2012 - Mar 2013

  Technical Support L2

  • Provided technical support via live chat and ticketing system for Site5 customers.• Addressed a wide range of website and email-related issues, including website errors, email delivery problems, and website security vulnerabilities.• Investigated and resolved instances of website exploitation and abuse.

• 

  MediaTrends

  May 2013 - Feb 2014

  Technical Support (L3)

  • Managed and maintained web hosting servers for MediaTrends KSA, ensuring optimal performance and security.• Customized hosting environments to meet specific client needs, collaborating with development teams as necessary.• Collaborating with technical support team to resolve technical issue raised by customers.

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  Teleperformance

  Feb 2014 - now

  • Technical Support: Provide expert-level support and troubleshooting for Intune-related issues, including device enrollment, policy configuration, application management, and compliance enforcement.• Incident Management: Handle escalated support tickets and incidents related to Intune, diagnosing issues, and implementing timely resolutions to minimize disruption to client operations.• Consultation and Guidance: Offer guidance and recommendations to clients on Intune deployment strategies, security policies, and compliance requirements, leveraging your expertise to optimize Intune configurations.• Documentation and Knowledge Sharing: Maintain thorough documentation of Intune configurations, troubleshooting steps, and best practices, contributing to the knowledge base and sharing insights with the broader support team.• Training and Enablement: Provide training and knowledge transfer sessions to clients and internal teams, empowering them to effectively utilize and manage Intune solutions independently.• Continuous Improvement: Stay abreast of the latest Intune features, updates, and industry trends, continuously improving your skills and knowledge to enhance the quality of support and service delivery.• Collaboration: Collaborate closely with cross-functional teams, including system administrators, security analysts, and network engineers, to ensure seamless integration of Intune with other IT systems and processes.• Security and Compliance: Assist in the development and enforcement of security policies and compliance measures within Intune environments, proactively identifying and mitigating potential risks.• Customer Engagement: Build strong relationships with clients, serving as a trusted advisor and advocate for their Intune-related needs, and proactively addressing any concerns or challenges that may arise. Show less • Provided expert consumer support on behalf of Microsoft, specializing in Windows and Office products.• Diagnosed and resolved complex OS and application issues escalated by L1 support engineers.• Accurately documented issues in designated support tools, ensuring clear communication and efficient resolution.• Maintained up-to-date knowledge of policies, procedures, and troubleshooting techniques to deliver effective support.• Handled customer support requests through phone, email, and web forums, ensuring timely and thorough assistance Show less

  • Microsoft Intune SME

    Jan 2022 - now

  • Microsoft Intune Support Engineer

    Jan 2021 - Dec 2021

  • Microsoft Windows/Office Technical Support Engineer (L2)

    Feb 2014 - Dec 2020
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  Consultants

  Jul 2018 - now

  Technical Consultant

  • Plan and implement custom solutions tailored to client requirements, reviewing test cases and providing expert recommendations.• Configure and maintain Dev/Production environments on cloud platforms such as Azure, AWS, or Digital Ocean.• Collaborate with teams throughout all testing phases to ensure the quality and functionality of software/platforms before final delivery.• Provide comprehensive support and troubleshooting for software/platform issues, ensuring minimal disruption to client operations.• Guide clients in migrating company resources to Office 365 and Azure AD, facilitating fully cloud-managed or hybrid setups.• Collaborate with on-site teams to design and deploy Azure VPN and Azure Storage solutions, including file shares for users.• Assist clients in migrating from other cloud vendors (e.g., Google web space or Zoho) to Office 365, overseeing seamless transitions.• Execute data migrations for clients, transferring legacy mail and storage systems to cloud-based solutions. Show less