Mohamed Talha

Supported enterprise collaboration infrastructure for global corporate customers across Microsoft Teams Rooms, Zoom Rooms, and Poly Unified Communications environments.

• Managed enterprise video conferencing and unified communications infrastructure across Poly Studio X Series, Poly G62, Group Series, Microsoft Teams Rooms(MTRoW), and Zoom Rooms, and enterprise VoIP devices.
• Diagnosed and resolved enterprise infrastructure issues involving:
• SIP
  H.323
  DHCP
  DNS
  TCP/IP
  Network connectivity
  
• Supported Microsoft Teams Rooms on Windows by troubleshooting:Windows OS
  Room peripherals
  Teams application
  Network connectivity
  Device provisioning
  
• Administered cloud-managed collaboration devices using Poly Lens Portal.
• Worked with Poly Lens Cloud Admin Center, Teams and Zoom Room to manage enterprise collaboration environments.
• Performed detailed analysis of device logs, application logs, and network logs to identify root causes of complex enterprise incidents.
• Collaborated directly with Product Engineering to reproduce software defects, validate fixes, and improve product stability.
• Managed enterprise technical escalations and coordinated cross-functional incident resolution.
• Authored SOPs, Knowledge Base articles, and troubleshooting documentation that reduced repeat incidents.

✔ Managed 30–50 enterprise incidents daily while maintaining 90–95% CSAT.

✔ Achieved over 95% First Contact Resolution.

✔ Reduced repeat customer issues through technical documentation.

✔ Recognized as SME for Poly collaboration technologies.

Provided enterprise technical support for global customers with emphasis on troubleshooting, operational excellence, and technical training.

• Resolved enterprise Windows software and hardware incidents.
• Delivered technical troubleshooting through live support channels.
• Led onboarding and technical training for new engineers.
• Managed CRM systems and operational reporting.
• Performed root cause analysis using customer interaction trends.
• Improved customer experience through process optimization.