• Exceptional presentation and demonstration skills.
  • Extraordinary Planning skills.
  • Superior writing and documentation skills.
  • Ability to work independently.
  • Strong interpersonal and communication skills.
  • Sound knowledge of hardware and software, IT infrastructures and operations, and software globalization issues.
  • Knowledge of all OEM Server technologies.
  • Highly adaptable to new environments and quick on-demand learning.
  • General understanding of programming languages.
  • Project management experience.
  • Organizational and Time Management skills.
  • Diversity in Ad Hoc tasks.
  • Customer Service oriented with a flair for sales.
  • Structured and good at multi-tasking.
  • Strong analytical abilities, influencing skills, troubleshooting/decision making skills.


A solid background in technical and customer service experience.Effective supervisory and pre-sales skills - specializing in OEM technologies.

Work History

Work History
2005 - Present

OEM Presales Consultant

Microsoft Corporation
  • Aligning commitments with appropriate sales geography to represent Microsoft solutions to all assigned accounts.
  • Use knowledge of technology, products, processes, industry expertise, and consultive technical skills to asses and educate customers on value propositions of MS products.
  • Support the sales team to drive sales of customers' products and services.
  • Build in-depth knowledge of clients' technical and business priorities, challenges, and initiatives that can be translated into MS solutions opportunities.
  • Work with partners when required to help support their customers' engagements including consultative, design, architecture, and presales support.
  • Responsible for the coordination, delivery and quality of presales deliverable within the domain of the account which may include items such as configurations, architectural implementations, and professional services.
  • Building value added relationships within the domain of the account to become the trusted MS advisor.
  • Driving engineering commitments with targeted accounts.
  • Building exceptional demos, presentations, and takeaways when presenting MS products to the customers.
  • Educating internal sales and marketing teams on new MS OEM products.
  • Responsible for developing and proposing technology solutions that meet customers' needs. As well as ensure that the proposed solutions when implemented meet the needs and functional requirements of the customer.
  • Create technical documentations and requirements for implementation of MS software into customers' products and environments.
  • Creating periodical technical trainings and labs for 1:1 managed accounts, as well as the system builder community, on technical processes and procedures, products, etc.
  • Assists with accounts within the local geography.
  • Periodical scorecard review with customers and evaluation.

Other responsibilities include

  • Generating OEM Engineering monthly reports and scorecards to manager.
  • Managing the assigned SME role within EMEA region and Global Product Managers in HQ.
  • Building relationships with other Product Groups in the company.
  • Sharing information, documentation, resources with team members on technology-related issues and customer scenarios.
  • Backfilling other System Engineers in Turkey and South Africa.
  • Building relationship with ODM's in Asia and EMEA, and providing hardware updates to OEM's and MS Engineering teams.
2003 - 2005

Global Technical Support Manager

i-mate™ Carrier Devices
  • Supervising a team of 30+ reps, including: selection/interviewing, coaching and counseling/corrective action with company culture, processes, practices, and within applicable UAE employment laws/regulations.
  • Setting up call center environment in correlation with IT department to receive calls from worldwide through IP Telephony and setting up server locations in Australia, South Africa, Russia, Italy, UK, and USA (San Diego).
  • Owning project for CRM software required by the Call Center: Research, contacting vendors, preparing RFP's, filtering and selection, design, implementation and maintenance.
  • Creating 24-hour schedules for the call center and separate schedules for each representative and teams.
  • Managing outsourced call centers in Eastern Europe and Australia.
  • Developing and maintaining constructive working relationship with markets, customer support teams, operations, engineering, marketing and other internal customers.
  • Develop training and troubleshooting steps to be used by team in resolving i-mate customer issues.
  • Manage and resolve major customer and market escalations.
  • Ensure acceptable service levels for tickets and inbound calls by monitoring call distribution system and ticket queues.
  • Manage and follow-up with third-party service centers world-wide on pending and escalated issues.
  • Providing post-sales support and RMA process management as well as RMA fulfillment and back-order management.
  • Responsible for developing and maintenance of knowledgebase and FAQ's on i-mate website.
  • Conduct real-time monitoring of representatives to monitor productivity, metrics, and technical accuracy to ensure excellent customer service for i-mate customers.
  • Maintaining records on work-volume, productivity, performance, and attendance, and presenting periodical reports and as needed by management.
  • Ensuring that representatives provide empathetic, courteous, quality customer service and complete duties in accurate and timely manner.
  • Proactively address issues and ensure appropriate work environment for all employees.
2000 - 2003

MEA Services Delivery Lead

Hewlett Packard
  • Outsourced to Microsoft IT to manage and lead team of helpdesk support technician in MEA region.
  • Managing IT related calls from Microsoft employees and assigning tasks to 7 helpdesk technicians across MEA region.
  • Provide first and second level computer, network, and software support to the end-users via telephone, email, remote-access, or in person.
  • Provide third level support by escalating related issues to hardware vendors and following up for quick resolution.
  • Assist in installation or relocation of computer systems, networks, telecommunication hardware, monitors, printers, VoIP phones, and network hubs and switches.
  • Install and maintain software installations, including critical and security updates, based on corporate IT standards and practices.
  • Perform complex project-based and time-sensitive tasks under minimal supervision as required.
  • Maintaining call queues for helpdesk technicians across the region and ensuring that all calls have been attended to in a timely manner and according to appropriate to corporate service level agreements.
  • Measuring customer satisfaction by creating periodical surveys and investigating weaknesses and dissatisfactions.
  • Producing timely reports and presenting them to HP management while sharing them with Microsoft IT as well.
  • Educating Microsoft employees on new IT processes and procedures, new and upcoming products, how-to information, cheat sheets, and Microsoft IT Helpdesk processes.
  • Participating and supporting regional and global MIS projects (summits, conferences...etc).


2004 - Present

Certified Helpdesk Director

STI Knowledge USA
  • Evolution of the Support Industry
  • The Support Center and Business
  • Cost, Value, and ROI
  • Framework of a Knowledge Center
  • Assessment and Reporting
  • Leadership and Empowerment
  • Managing Change
  • Support Industry Trends
  • Creating a Business Case
  • Role of the Support Director
2008 - Present

Masters of Science

University of Liverpool "Online"
  • Computer Structures
  • People, Technology, and Management
  • IT Project ManagementManaging Organizational Resources
  • Principles of Marketing
  • Computer Forensics
  • Computer Communications and Networks
  • Systems Analysis and Design using Object Oriented Approach
  • Software Engineering
  • Security Engineering
  • Management of QA and Software Testing
  • e-Commerce
1995 - 1998

Bachelor of Science

Southeastern University

Bachelor of Science in Business Administration with a minor in Computer Science.



Bryan Sutton

Ahmed Shaaban

Ehab Abdul Aziz