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
02.2024 - 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
06.2023 - 01.2024
- 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
02.2022 - 06.2023
- 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
02.2021 - 01.2022
- 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
11.2019 - 02.2021
- 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
05.2019 - 11.2019
- 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 01.2013 - 01.2018
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
Websites
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
02.2024 - Current
TECHNICAL SUPPORT
GIGMOS SOLUTIONS
06.2023 - 01.2024
Outlook Support Engineer
Microsoft
02.2022 - 06.2023
SENIOR QUALITY EVALUATOR
CONCENTRIX
02.2021 - 01.2022
SUPPORT ENGINEER
CONCENTRIX
11.2019 - 02.2021
TECHNICAL SUPPORT
XCEED
05.2019 - 11.2019
BACHELOR - Computer Science
Cairo University
01.2013 - 01.2018