Samaa Mubarak

Microsoft

• Subject Matter ExpertFull Time

  Oct 2024 - Present -10 months

  • Job Details:Tracking the global queue and the internal tickets' transfers to be assigned for the specialized team at the earliest opportunity with the related documentations, actual troubleshooting and scoping. Analyzing the issues progress and involving with the engineers to provide inputs and insights pushing all parties to provide all possible tangible solutions and workarounds for the customers / partners. Resolving complicated issues by cooperating with the needed PODs with deep investigating, troubleshooting, testing the processes, and involving the technical advisors and if needed the internal team. Providing the needed support to my team keeping issues on track, reviewing the case management, clarifying the needed actions to be taken and preventing any blocker can delay the issue resolving. Joining conference calls with colleagues and technical advisors to discuss the top long runner issues, tasks and sharing the knowledge.
• Financial Technical Support EngineerFull Time

  Apr 2024 - Oct 2024 -6 months

  Egypt , Cairo

  • Job Details:Managing the customers / partners' expectations and deeply understanding their issues while delivering the desired outcomes. Resolving issues by investigating, troubleshooting, testing the processes, using the global resources and the internal data base, collaborating with other teams and raising the new ideas. Analyzing "Trace files" and "Telemetry" to determine any classes that may affect the issues and testing the processes on "Shadow Environments" before and after clearing all customization packages. Reporting the bugs / incidents to prioritize and escalate them to the "PG" and "DEV" teams regarding the impact on the environments