Azheruddin Mohammed
Technical Support And Operations Lead
Gatineau
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills, known for reliability and adaptability. Eager to leverage these qualities, along with a swift capacity to learn and apply new skills, to drive team success and contribute to the growth of a dynamic and forward-thinking organization.
Overview
11
11
years of professional experience
2021
2021
years of post-secondary education
1
1
Certification
Work History
M365 Support Lead
SHERWEB
08.2022 - Current
- Lead a team of 18 technical advisors, ensuring smooth operations and high performance in offering exceptional support to clients
- Collaborate with cross-functional teams, such as workforce management, to ensure balance between technical advisors and daily ticket volume
- Work with Quality Assurance to ensure services meet principal expectations
- Coordinate high-level technical escalations, conducting joint discussions with support engineers, their technical leads, customers, and their escalation managers to ensure clear communication and continuous support
- Provide real-time coaching and mentorship to team members, guiding them with the appropriate resources in handling support cases effectively
- Identify areas for training and skill development, ensuring the team stays updated with the latest technologies and best practices
- Drive Microsoft product improvement by gathering feedback from support cases and working with product teams to implement enhancements
M365 Enterprise Technical Advisor-III
SHERWEB
02.2021 - 07.2022
- Developed support expertise for Microsoft products, including Defender for Business, as part of a pilot project team
- Assisted enterprise clients with complex technical issues related to M365 products such as Intune, Defender, and Azure services
- Acted as the first escalation level for technical issues primarily related to cloud services like Intune, managing devices, applications, and users, providing both proactive and reactive support
- Ensured high-quality customer service through troubleshooting technical issues, adapting to clients IT environments, and offering customized support for their operating systems including Windows, macOS, Linux, as well as iOS and Android systems
- Collaborated with Microsoft product development engineers to deep dive into issues requiring developer involvement, sharing insights and solutions
- Mentored newly joined colleagues, guiding case resolutions, and offering real-time coaching for handling cases
Student Project Leader
Pfizer Inc
09.2016 - 10.2019
- Designed experimentation plans, conducted experiments, and collaborated with lab scientists to collect and process data
- Worked with multivariate data analysis tools such as SIMCA and MATLAB to develop reports and present data to the research group
- Created and leveraged analytical approaches to perform qualitative and quantitative analysis of source data to provide accurate statements and conclusions
- Worked with senior management and scientific managers to identify potential research areas using prepared reports
- Delivered presentations to the research chair and worked on continuous improvement of pharmaceutical processes
Product Specialist
Spinco Biotech Pvt Ltd
03.2014 - 08.2016
- Worked with industrial users to identify gaps in testing the quality of pharmaceutical and synthetic chemical products, proposing cutting-edge Process Analytical Technology (PAT) tools to replace existing tools
- Conceptualised and developed PAT tools for several pharmaceutical applications such as real-time reaction monitoring, content uniformity in powder blends, and high shear wet granulation operations in generic drug product development
- Developed Proof of Concept using cutting-edge PAT tools in conjunction with clients for continuous analysis, following up on hardware and software issues and resolving problems
- Collaborated with the sales team to deliver technical product presentations and offer customised and customer-centric solutions
Education
Master of Science - Chemical Engineering
Université De Sherbrooke
Sherbrooke, QCSkills
Analytical Thinking
Team performance management
Mentorship
Team building
Escalation handling
Cross-functional Collaboration
Certification
Agile Leadership Certification, Six Sigma Global Institute, Boston, MA, 06/01/24
Accomplishments
- Received several Top-Performer awards as a Technical Advisor and Team Lead over the last four years at Sherweb.
- National Award of Academic Excellence and a gold medal awarded by the Indo American Foundation at an educational summit in India for achieving a high merit score at the graduation level, March 2013.
- Obtained a very good user of English language credentials (8 bands) in the IELTS exam conducted by the British Council, appeared on October 31st, 2020.
Timeline
Agile Leadership Certification, Six Sigma Global Institute, Boston, MA, 06/01/24
06-2024
M365 Support Lead
SHERWEB
08.2022 - Current
M365 Enterprise Technical Advisor-III
SHERWEB
02.2021 - 07.2022
Student Project Leader
Pfizer Inc
09.2016 - 10.2019
Product Specialist
Spinco Biotech Pvt Ltd
03.2014 - 08.2016
Master of Science - Chemical Engineering
Université De Sherbrooke
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