Mahammed Hussein Abdal-monem

Microsoft 365 and Copilot Support Engineer with 7 years of experience supporting and troubleshooting Microsoft 365 cloud and hybrid environments, including Level 2 escalations and complex customer issues. Hands-on expertise in Microsoft Entra ID, Copilot, Intune, Exchange Online, Teams, Conditional Access, MFA, PIM, and Microsoft 365 security. Experienced in incident investigation, identity and access troubleshooting, and working with engineering teams to drive issues through to resolution.

Also experienced in German-speaking customer and supplier support for the DACH region.

Microsoft Office 365 Cloud, Intune and Copilot Support Engineer for DACH Region - Microsoft - Remote

(2023-09 - 2026-10)

• Delivered remote technical support directly to clients across Microsoft 365, Intune/Endpoint Manager, and Microsoft Copilot.
• Troubleshot Exchange Online, SharePoint, Teams, identity, endpoint management, and Copilot-related issues.
• Provided end-to-end configuration, troubleshooting, and technical guidance tailored to client requirements.

Microsoft 365 Endpoint Manager & Intune Support Engineer - Microsoft - Hybrid

(2023-01 - 2023-09)

• Investigated and resolved Microsoft Intune and Microsoft Defender enrollment, endpoint management, and security-related issues.

EU Supplier Partner Support Ambassador (Wayfair Account) - OP360 (OfficePartners360) - Remote

(2022-08 - 2023-01)

• Addressed supplier complaints professionally and communicated changes, updates, delays, and complications.
• Resolved payment, refund, and billing issues while maintaining a consultative, customer-focused approach.
• Supported sales campaigns and partner strategies while working toward performance metrics and quotas.

Microsoft Office 365 Support Engineer - Concentrix - Remote

(2020-07 - 2022-08)

• Provided Tier 2/3 support for Exchange Online, Teams, SharePoint Online, OneDrive, Outlook, and Entra ID.
• Investigated Microsoft Defender alerts, endpoint security issues, and Microsoft 365 security incidents; supported XDR investigations, DLP controls, and security policies.
• Administered Microsoft 365 tenants, users, groups, licensing, and service health; configured Intune, Windows Autopilot, Conditional Access, and audit logging.
• Supported Microsoft 365 Copilot adoption and troubleshooting, including access, licensing, configuration, authentication, permissions, and service issues.
• Worked with Copilot Studio to configure AI-powered copilots/agents, conversational experiences, topics, knowledge sources, and workflows.
• Automated administrative tasks with PowerShell and Microsoft Graph; supported Active Directory, Entra ID, Azure AD Connect, AD FS, SSO, MFA, PIM, and hybrid identity.
• Handled escalations, root-cause analysis, technical documentation, KPI reporting, and collaboration with engineering teams.

Technical Support Specialist (TomTom Account) - Concentrix - On-site

(2019-03 - 2020-07)

• Identified hardware and software solutions for TomTom navigation devices.
• Troubleshot technical issues across Nav 2, Nav 3, Nav 4, Nav 4.5 Wi-Fi devices, and mobile applications.
• Spoke with customers to identify root causes and guided them through troubleshooting steps to resolve issues.
• Provided timely, accurate customer feedback and followed up to confirm issues were resolved.
• Coordinated necessary part replacements or repairs and managed multiple support cases simultaneously.

Bachelor’s Degree - German Language and Literature (primary field of specialization) - Al-Azhar University