Top talent is on Pangea

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Omar Ali

Customer Success Manager • Operations Manager • Product Manager • Mississauga, ON, CA
Trello
JIRA
macOS
Android
IT Support
iOS
Troubleshooting
Problem Solving
Time Management
Customer Relationship Management
Customer Experience
Technology Support
Microsoft Azure
End User Support
Available for hire fromNegotiable
Full-Time Roles
Contracts
Tech savvy professional with expertise in configuring, maintaining, and troubleshooting MDMs as well as providing excellent technical support.
I possess a unique blend of technical prowess and problem-solving skills, enabling me to proficiently manage endpoint devices, troubleshoot complex issues, and maintain top-notch security protocols. Whether it's resolving hardware malfunctions, implementing software upgrades, or safeguarding sensitive data, I take pride in being the go-to person for all things related to endpoint management. In the fast-paced world of IT, collaboration and communication are paramount. I excel in fostering productive relationships with cross-functional teams, forging a bridge between technical jargon and plain language to ensure seamless cooperation. My ability to empathize and actively listen helps me understand user needs, swiftly resolving issues.

Work History

M

Modern Workplace Technical Solution Specialist

MicrosoftAug 2022 - Present • 2 yrs 3 mosEmpower educators and students with cutting-edge technology by supporting requirements technical specifications on Microsoft Canadian Education Team. Achieve nationwide deployment and optimization of M365 workloads across education vertical, including IAM, Windows, Endpoint Management, and O365. Analyze and translate education customer scenarios and learning outcomes into actionable technical deployment plans. Identify technologies and tools that align with client’s vision, while providing recommendations and best practices to overcome any technical challenges. • Achieved 70% reduction in security incidents related to unauthorized access and data breaches. • Reduced onboarding time by 40% for schools, universities and school districts. • Decreased ticket average response time by 30%. • Drove successful implementation of remote cloud-based learning through seamless integration of Remote Labs/Work, robust security measures, and enhanced collaboration tools. • Spearheaded technical presentations, demonstrations, workshops, architecture design sessions with BDMs/ITDMs for accelerated solution adoption in line with business requirements. • Leveraged internal resources and strategic partners for seamless orchestration of innovative and impactful solutions.
S

M365 Intune L3 Technical Support Engineer

SherwebSep 2021 - Sep 2022 • 1 yr 1 moBuilt customer loyalty and trust, while promoting product value and educating clients on seamless setup of product requirements. Addressed client requirements regarding configurations, restrictions, policies and system architecture issues by engineering processes to assess, track, and remediate configuration compliance of devices. Implemented incident and service management process by logging requests and utilizing service management tool to enhance incident reporting and analysis capabilities for increased system availability. Reviewed design change requests from clients, providing actionable feedback to Microsoft product development teams and driving iterative improvements in product design and functionality. • Decreased support tickets related to device issues by 25% • Reduced device downtime by 30%. • Identified inefficiencies in enterprise device management processes, resulting in 15% reduction in hardware expenses and 25% increase in device life cycle. • Streamlined customer migrations by using power of hybrid and JMF solutions for optimized resource allocation. • Optimized Microsoft Intune products and services through diagnostics, using Rave, leading to decrease in incident resolution time and enhanced customer satisfaction. • Developed a strong understanding of domain management and cloud utilization.
T

Applecare Senior Technical Support Engineer

TeleperformanceSep 2020 - Sep 2021 • 1 yr 1 moCollected relevant customer information and assessed nature of the issue by analyzing target market, discovering trends in buying behavior, and customizing individual communication strategies. • Ensured prompt resolution of support queries and strict adherence to service level management principles. • Remained informed about new product releases, service updates, and system tool modifications to ensure up-to-date knowledge. • Addressed network configuration issues for users of iPhones, iPads, iPods and Mac by ensuring uninterrupted connectivity.
P

Senior Technical Support Engineer

POS RocketDec 2018 - Jun 2020 • 1 yr 7 mosEscalated unresolved issues in both current and beta versions of applications to appropriate internal teams through UAT testing, resulting in improved bug tracking and faster issue resolution. Generated comprehensive analysis and reports on app crash logs, enabling the identification of critical issues and facilitating targeted troubleshooting for improved user experience. • Maintained an accurate and up-to-date internal database and external resources by incorporating latest solutions, supporting team to access relevant information and improving overall productivity and efficiency. • Troubleshoot system and network problems, diagnosing and solving hardware or software faults and replace parts as required decreasing average response time by 20% • Maximized use of hardware/software by training users, setting up new users' accounts, and managing the admission of newly signed clients • Attained recognition as top onboarding technical support engineer for 6 consecutive months. • Contributed to company progression by enhancing existing client’s life time value by 32%. • Achieved highest rating in yearly performance dialogue (X).
S

Sony UK Technical Support Engineer

SykesAug 2017 - Jul 2018 • 1 yrDelivered service and support to end-users in regards to technical hardware and software enquiries about any products and services offered by the company, such as TVs, Cameras, Vaios, Headphones and Soundbars • Supported both campaign and email team. • Recognized as top performing technical support engineer for 4 consecutive months.
T

Expedia Tier 2 Offline Support

TeleperformanceSep 2015 - Mar 2017 • 1 yr 7 mosEnsured high productivity by streamlining and controlling daily tasks, including checking queue status, conducting connection tests, and calculating the total number of cases received. Offered best-in-class support and assistance to new batches, addressing concerns after the completion of training period for smooth integration into the team. • Identified and solved backlogged flight PNRS, promoting streamlined operations and customer satisfaction.
T

Expedia For TD Tier 1 Contact Service Representative

TeleperformanceSep 2014 - Sep 2015 • 1 yr 1 moSpearheaded sales and service initiative and attained aggressive targets, while exceeding revenue expectations and driving business growth. Delivered invaluable support to newly trained batches, offering guidance and resolving inquiries promptly to foster team success. • Resolved customer account discrepancies to ensure the accuracy of billing records and enhance customer satisfaction. • Aligned sales and service opportunities with brand strategies and new initiatives.
C

IT Help Desk

CairomaticJul 2013 - Aug 2014 • 1 yr 2 mosProvided frontline information technology support to company employees, ensuring smooth functioning of company-supported computer applications and platforms. Executed daily tasks related to maintenance equipment and programs, ensuring optimal performance and minimizing downtime. • Efficiently managed PC setup and deployment for new employees, streamlining onboarding processes and enabling seamless integration into the company's technology infrastructure.

Education

T

The British University In Egypt

Bachelors Degree, Computer ScienceSep 2009 - May 2013
L

Loughborough University

Bachelors Degree, Computer ScienceSep 2009 - May 2013

How Pangea Works

Effortlessly discover top talent

We’ve distilled the candidate search from endless hours down to just a few minutes. Using Pangea’s AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company’s niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea’s fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team’s capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We’ve combined every part of the hiring process into one platform to eliminate the miscommunication that’s unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
Tech savvy professional with expertise in configuring, maintaining, and troubleshooting MDMs as well as providing excellent technical support.
I possess a unique blend of technical prowess and problem-solving skills, enabling me to proficiently manage endpoint devices, troubleshoot complex issues, and maintain top-notch security protocols. Whether it's resolving hardware malfunctions, implementing software upgrades, or safeguarding sensitive data, I take pride in being the go-to person for all things related to endpoint management. In the fast-paced world of IT, collaboration and communication are paramount. I excel in fostering productive relationships with cross-functional teams, forging a bridge between technical jargon and plain language to ensure seamless cooperation. My ability to empathize and actively listen helps me understand user needs, swiftly resolving issues.

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call

Top talent is on Pangea

You are viewing Omar's profile as a guest. Book a free call with our team to discuss your options for hiring fractional workers on Pangea's industry-leading talent marketplace.

Omar Ali

Customer Success Manager • Operations Manager • Product Manager • Mississauga, ON, CA
Trello
JIRA
macOS
Android
IT Support
iOS
Troubleshooting
Problem Solving
Time Management
Customer Relationship Management
Customer Experience
Technology Support
Microsoft Azure
End User Support
Available for hire fromNegotiable
Full-Time Roles
Contracts

Work History

M

Modern Workplace Technical Solution Specialist

MicrosoftAug 2022 - Present • 2 yrs 3 mosEmpower educators and students with cutting-edge technology by supporting requirements technical specifications on Microsoft Canadian Education Team. Achieve nationwide deployment and optimization of M365 workloads across education vertical, including IAM, Windows, Endpoint Management, and O365. Analyze and translate education customer scenarios and learning outcomes into actionable technical deployment plans. Identify technologies and tools that align with client’s vision, while providing recommendations and best practices to overcome any technical challenges. • Achieved 70% reduction in security incidents related to unauthorized access and data breaches. • Reduced onboarding time by 40% for schools, universities and school districts. • Decreased ticket average response time by 30%. • Drove successful implementation of remote cloud-based learning through seamless integration of Remote Labs/Work, robust security measures, and enhanced collaboration tools. • Spearheaded technical presentations, demonstrations, workshops, architecture design sessions with BDMs/ITDMs for accelerated solution adoption in line with business requirements. • Leveraged internal resources and strategic partners for seamless orchestration of innovative and impactful solutions.
S

M365 Intune L3 Technical Support Engineer

SherwebSep 2021 - Sep 2022 • 1 yr 1 moBuilt customer loyalty and trust, while promoting product value and educating clients on seamless setup of product requirements. Addressed client requirements regarding configurations, restrictions, policies and system architecture issues by engineering processes to assess, track, and remediate configuration compliance of devices. Implemented incident and service management process by logging requests and utilizing service management tool to enhance incident reporting and analysis capabilities for increased system availability. Reviewed design change requests from clients, providing actionable feedback to Microsoft product development teams and driving iterative improvements in product design and functionality. • Decreased support tickets related to device issues by 25% • Reduced device downtime by 30%. • Identified inefficiencies in enterprise device management processes, resulting in 15% reduction in hardware expenses and 25% increase in device life cycle. • Streamlined customer migrations by using power of hybrid and JMF solutions for optimized resource allocation. • Optimized Microsoft Intune products and services through diagnostics, using Rave, leading to decrease in incident resolution time and enhanced customer satisfaction. • Developed a strong understanding of domain management and cloud utilization.
T

Applecare Senior Technical Support Engineer

TeleperformanceSep 2020 - Sep 2021 • 1 yr 1 moCollected relevant customer information and assessed nature of the issue by analyzing target market, discovering trends in buying behavior, and customizing individual communication strategies. • Ensured prompt resolution of support queries and strict adherence to service level management principles. • Remained informed about new product releases, service updates, and system tool modifications to ensure up-to-date knowledge. • Addressed network configuration issues for users of iPhones, iPads, iPods and Mac by ensuring uninterrupted connectivity.
P

Senior Technical Support Engineer

POS RocketDec 2018 - Jun 2020 • 1 yr 7 mosEscalated unresolved issues in both current and beta versions of applications to appropriate internal teams through UAT testing, resulting in improved bug tracking and faster issue resolution. Generated comprehensive analysis and reports on app crash logs, enabling the identification of critical issues and facilitating targeted troubleshooting for improved user experience. • Maintained an accurate and up-to-date internal database and external resources by incorporating latest solutions, supporting team to access relevant information and improving overall productivity and efficiency. • Troubleshoot system and network problems, diagnosing and solving hardware or software faults and replace parts as required decreasing average response time by 20% • Maximized use of hardware/software by training users, setting up new users' accounts, and managing the admission of newly signed clients • Attained recognition as top onboarding technical support engineer for 6 consecutive months. • Contributed to company progression by enhancing existing client’s life time value by 32%. • Achieved highest rating in yearly performance dialogue (X).
S

Sony UK Technical Support Engineer

SykesAug 2017 - Jul 2018 • 1 yrDelivered service and support to end-users in regards to technical hardware and software enquiries about any products and services offered by the company, such as TVs, Cameras, Vaios, Headphones and Soundbars • Supported both campaign and email team. • Recognized as top performing technical support engineer for 4 consecutive months.
T

Expedia Tier 2 Offline Support

TeleperformanceSep 2015 - Mar 2017 • 1 yr 7 mosEnsured high productivity by streamlining and controlling daily tasks, including checking queue status, conducting connection tests, and calculating the total number of cases received. Offered best-in-class support and assistance to new batches, addressing concerns after the completion of training period for smooth integration into the team. • Identified and solved backlogged flight PNRS, promoting streamlined operations and customer satisfaction.
T

Expedia For TD Tier 1 Contact Service Representative

TeleperformanceSep 2014 - Sep 2015 • 1 yr 1 moSpearheaded sales and service initiative and attained aggressive targets, while exceeding revenue expectations and driving business growth. Delivered invaluable support to newly trained batches, offering guidance and resolving inquiries promptly to foster team success. • Resolved customer account discrepancies to ensure the accuracy of billing records and enhance customer satisfaction. • Aligned sales and service opportunities with brand strategies and new initiatives.
C

IT Help Desk

CairomaticJul 2013 - Aug 2014 • 1 yr 2 mosProvided frontline information technology support to company employees, ensuring smooth functioning of company-supported computer applications and platforms. Executed daily tasks related to maintenance equipment and programs, ensuring optimal performance and minimizing downtime. • Efficiently managed PC setup and deployment for new employees, streamlining onboarding processes and enabling seamless integration into the company's technology infrastructure.

Education

T

The British University In Egypt

Bachelors Degree, Computer ScienceSep 2009 - May 2013
L

Loughborough University

Bachelors Degree, Computer ScienceSep 2009 - May 2013

How Pangea Works

Effortlessly discover top talent

We’ve distilled the candidate search from endless hours down to just a few minutes. Using Pangea’s AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company’s niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea’s fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team’s capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We’ve combined every part of the hiring process into one platform to eliminate the miscommunication that’s unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
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