Omar Mostafa

Designed & deployed an enterprise Model-Driven CRM on Dataverse for the Port of Cleveland with automated AI workflows. • Built AI Builder models for manifest processing (up to 100 pages) with 97% extraction accuracy into D365 CRM. • Designed end-to-end ALM across Dev/Test/Prod via Power Platform Admin Center & environment variables for zero-downtime deployments. • Implemented Power Fx, rollup columns & automated flows for security gap analysis, RBAC/field-level security & multi-shift billing.

Engineered a multi-layered AI fraud detection & security architecture to bypass legacy system API limitations. • Designed OCR & screen-scraping pipelines to extract user account & behavior data from legacy systems into Data Lakes for AML micro-agents. • Developed risk classification models surfacing actionable insights to Trust & Safety teams. • Managed real-time sanctions & PEP screening against OFAC, UN & global watchlists with audit-ready compliance documentation.

Designed an automated end-to-end customer acquisition & event-nurturing engine integrating D365 Customer Insights with external event platforms. • Built OpenAPI scripts & custom connectors in Power Automate to sync real-time Zoom API event data with D365 Customer Insights. • Created automated multi-channel email, WhatsApp & SMS pipelines in D365 CI with dynamic messaging to prevent spam-looping. • Architected a continuous data bridge mapping simulated live video events to Dataverse.

Directed technical adoption & support architecture for Copilot 365, developing custom use cases to drive enterprise integration. • Tailored Copilot experiences for enterprise customers, defining technical use cases & workflows to close operational gaps & secure high-tier contracts. • Led AI process automation using Azure Functions to optimize data pipelines (-56% admin overhead). • Architected delivery framework driving +49% M365 & Copilot adoption (89,000 Net Paid Seats Added).

Architected a massive-scale Azure data pipeline while designing the global delivery model for M365 & Copilot adoption. • Built Azure Functions, Pipelines & Blob Storage system to ingest & classify 80k-100k enterprise support transcripts monthly. • Built RAG classification pipelines turning raw data into user stories & bug fixes (92% F1 score, $300k/yr savings). • Oversaw 670-person global support architecture across 26 countries, driving +49% M365 adoption.

• Delivered a 64% cost reduction by relocating presales operations from the UK to Egypt while maintaining service continuity. • Achieved major performance uplifts: 4.5x direct sales, 2.3x tele-customer satisfaction, and 44% faster time to close. • Established KPI dashboards, risk controls, and stakeholder governance for transparency and rapid course correction. • Conducted regular 1-on-1s and aligned stakeholders across engineering, support, HR, Quality, WFM, and delivery.

Built support framework & acted as top technical escalation point for enterprise Dynamics 365 environments across EMEA. • Led D365-FnO & CE tech-support launch in EMEA, scaling 65 specialists across 2 sites for Microsoft commercial cloud services. • Managed all-hands technical escalations for Fortune 500 & Premier customers, coordinating engineering, product & architecture teams to resolve critical D365 CE outages & drive continuous improvement.

• Supervised technical support associates' daily operations, attendance, and compliance with organizational policy. • Coached direct reports regularly to ensure team and contractual KPI metrics were achieved. • Identified performance bottlenecks, formulated improvement action plans, and implemented corrective actions. • Provided subject matter expertise to resolve escalated customer technical queries.

• Redesigned and automated the quality evaluation system, cutting manual effort by 68% and reporting cycle time by 84%. • Directed cross-functional hybrid delivery teams building Power Automate flows and real-time dashboards in Power BI. • Supervised and mentored a team of 8 Quality Specialists for continuous performance uplift. • Streamlined transaction monitoring and feedback loops to maximize customer satisfaction.

• Collaborated with audit clients to apply root cause analysis guidance and establish effective corrective action plans. • Monitored team organization and implemented improvements to daily operational functionality. • Evaluated associate-customer interactions to assess quality compliance and customer satisfaction.

• Addressed customer complaints and resolved escalations through timely, effective solutions. • Clarified customer requirements and utilized decision-support systems to ensure high-quality resolutions.

Grade: 2.0 (Good / German scale) / 3.3 GPA, EQF Level 6. Location: Cairo, Egypt.