Eslam Saleh

- implement Configurations for German Business Customers, accomplish Mail Migration and File Migration. -Manage and maintain Microsoft 365 security policies, compliance requirements and manage Active Directory. -Manage and administer the Microsoft 365 environment, including Exchange Online and OneDrive for Business. - Provide technical support for Vodafone Germany Business Customers, troubleshoot and resolve issues related to Office 365 services within approved a service-level agreement.

(Large Enterprise & SME Customers) - Responsible for live monitoring / Control Incident tickets, Compliance with the SLAs and tracking assignments for Incident Management and other Partners in Germany, communication with them and measure the Quality of Incident Tickets. - Inform the Incident Ticket owner about the ticket defects according to technical and Process I have discovered and escalate Major Incident Tickets to the Incident Manager and Control the process involved in resolving the Incident ticket.

IT-Störungsmanagement -Perform fault troubleshooting, identification and resolution network Faults for Vodafone Germany Enterprise Customers -Responsible for analyzing and raising the severity of internally raised IT tickets and provide end to end management within approved SLA -Respond to inquiries related to high severity IT -Good IP and Voice knowledge/ Experience in the area of Routing ,Switching, TCP/IP, DSL ISDN and VoIP -Evaluation of traces and log files for error analysis

Served as the frontline interface for Sony Germany customers, responding to technical inquiries via phone in both German and English. Resolved issues related to Sony products by applying strong technical knowledge and bilingual communication skills. Acted as a Support Floorwalker, providing on-the-spot assistance to team members and ensuring smooth operations on the support floor. Acted as a Quality Coach, monitoring interactions, providing feedback, and supporting continuous improvement in service quality.

• Handled sales inquiries and contract renewals for business customers in Germany, ensuring timely and accurate communication in German. • Coordinated hardware dispatches using the SAP system for Vodafone Technical Enterprise clients. • Supported order processing and fulfillment activities, maintaining alignment with internal procedures and customer expectations.

German Telesales Project

• Acted as the frontline interface for Vodafone Germany customers through Vodafone International Services (VIS). • Responded to customer inquiries over the phone, providing support in both German and English. • Served as the primary point of contact after purchases, handling payment-related questions, service requests, and complaints. • Ensured a high level of customer satisfaction by resolving issues efficiently and professionally.

Bachelor