Pola Ragui

- Handling customer requests for technical assistance on messaging platforms and related Commvault products. - Troubleshooting and resolving software, configuration, and system integration issues. - Escalating high-priority cases and working alongside Tier 2 and engineering teams for more complex problems. - Maintaining clear communication with customers to ensure effective resolution and satisfaction. - Contributing to the knowledge base by documenting solutions and best practices

-Data migration support: providing guidance and support with all kinds of migrations (exchange to EXO, domain and mailboxes migration, cross-tenant, Google workspace to O365, on prem active directory to AAD) - Monitor and troubleshoot Azure and Office 365: Use Azure Monitor and Office 365 reporting to oversee system performance and identify and resolve issues. -Diagnose and troubleshoot complex technical issues across M365 applications (Exchange Online, SharePoint Online, Teams, etc.). - Manage Office 365: Establish and maintain user accounts, groups, and licenses; configure Exchange Online, SharePoint Online, and Teams; enable MFA.. -Utilize PowerShell scripting and other technical tools for advanced troubleshooting and automation. -Troubleshooting Microsoft Exchange issues related to configuration - Licensing and technical issues -Handling Data protection issues

-PLG with copilot AI -Nurtured O365 trial users through proactive and reactive engagement strategies. -Delivered personalized customer support to ensure trial users fully utilized O365 and Copilot AI tools. -Collaborated with product teams to provide feedback and improve the user experience. -Contributed to driving user adoption of Copilot AI through tailored onboarding and support. -Analyzed trial metrics to improve conversion rates and customer satisfaction.

resolving the callers' requests and helping them with their inquiries as well as selling services to new and existing customers