Summary
Overview
Work history
Education
Skills
Websites
LANGUAGE SKILLS
Certification
References
Timeline
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Dalia Khaled

Dalia Khaled

Cairo,Egypt

Summary

Accomplished professional specializing in Microsoft technologies, including Office 365, Azure, and Exchange Online. Strong communication and problem-solving skills, combined with proficiency in machine learning and AI. Expertise in utilizing Windows PowerShell and Microsoft PowerShell to enhance operational efficiency. Focused on leveraging technical skills to drive innovation in dynamic environments.

Overview

7
7
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work history

Exchange Online Engineer

MICROSOFT
Cairo, Egypt
2024.02 - Current
  • Troubleshoot and resolve complex Exchange Online and Outlook connectivity issues, ensuring high service availability and minimal business disruption for enterprise customers.
  • Investigate and diagnose mail flow, mailbox access, authentication, and calendar issues across Microsoft 365 environments (cloud and hybrid).
  • Utilize advanced diagnostic tools (EXO PowerShell, M365 Admin Center, message trace, logs) to identify root causes and implement effective solutions.
  • Own end-to-end case management, including customer communication, technical troubleshooting, escalation coordination, and resolution tracking.
  • Collaborate with engineering and product teams to drive resolution of high-impact incidents (CritSits) and improve service reliability.
  • Act as a subject matter contributor in Exchange Online and cross-workload scenarios (Outlook, MS Places, Viva).

TECHNICAL SUPPORT

GIGMOS SOLUTIONS
Cairo, Egypt
2023.06 - 2024.01
  • Serving as a frontline technical resource for customers and partners via phone and email.
  • Solving cases for various Microsoft 365 technologies with a focus on OneDrive for Business and SharePoint Online.
  • Working with Active Directory, Azure AD Connect and Exchange Online. Utilizing support tools like Windows PowerShell, Fiddler, HTTPWatch, NetMon, and IE Developer Tools.

Outlook Support Engineer

Microsoft
, Egypt
2022.02 - 2023.06
  • Troubleshooting and resolving issues related to Outlook client connectivity to Exchange Online,
    ensuring that users can access their emails and other features without any disruptions.
  • Investigating and diagnosing authentication issues that may prevent users from accessing their
    Outlook accounts, identifying and correcting misconfigured authentication policies and client access
    rules to improve overall security and usability.
  • Investigating and resolving problems related to calendaring, resource booking, and delegation in
    Exchange hybrid environments, leveraging calendar diagnostic logs and other tools to identify and
    troubleshoot issues with calendar permissions and free/busy publishing.

SENIOR QUALITY EVALUATOR

CONCENTRIX
Cairo, Egypt
2021.02 - 2022.01
  • Maintaining a strong program knowledge base, good understanding of client services and account strategies.
  • Monitoring, evaluating and auditing samples of customer contacts from emails and phone calls.
  • Reporting the results of evaluations to appropriate business stakeholders from quality leadership, account operation teams and clients.
  • Meeting departmental productivity requirements in the number of contacts monitored and evaluated per month.

SUPPORT ENGINEER

CONCENTRIX
Cairo, Egypt
2019.11 - 2021.02
  • Serving as a frontline technical resource for customers and partners via phone and email.
  • Solving cases for various Microsoft 365 technologies with a focus on OneDrive for Business and
    SharePoint Online.
  • Working with Active Directory, Azure AD Connect and Exchange Online. Utilizing support tools like
    Windows PowerShell, Fiddler, HTTPWatch, NetMon, and IE Developer Tools.

TECHNICAL SUPPORT

XCEED
Cairo, Egypt
2019.05 - 2019.11
  • Fielding inbound contacts from home and business clients for a leading telecommunications company in Canada, serving the French-speaking region.
  • Assisting with the turn up of new services, and migration of existing services from legacy platforms.
  • Assisting with resolution of any defects found in equipment and software.
  • Maintaining regular communication regarding all aspects of product deployment.

Education

BACHELOR - Computer Science

Cairo University
Cairo, Egypt
2013.01 - 2018.01

Skills

  • Communication skills
  • Problem-solving
  • Resourcefulness
  • MS Office expert
  • Microsoft Exchange Server
  • Machine learning and AI
  • Windows PowerShell
  • Microsoft PowerShell
  • Microsoft Azure
  • Office 365
  • Microsoft Office 365

LANGUAGE SKILLS

Mother tongue(s): ARABIC
Beginner
Other language(s)
Beginner
French
Native
English
Fluent
German
Beginner (A1)

Certification

Azure AI Fundamentals AI-900

References

References available upon request.

Timeline

Exchange Online Engineer

MICROSOFT
2024.02 - Current

TECHNICAL SUPPORT

GIGMOS SOLUTIONS
2023.06 - 2024.01

Outlook Support Engineer

Microsoft
2022.02 - 2023.06

SENIOR QUALITY EVALUATOR

CONCENTRIX
2021.02 - 2022.01

SUPPORT ENGINEER

CONCENTRIX
2019.11 - 2021.02

TECHNICAL SUPPORT

XCEED
2019.05 - 2019.11

BACHELOR - Computer Science

Cairo University
2013.01 - 2018.01
Dalia Khaled