Mohammad Azizi
Airdrie,Alberta
Summary
Results-driven Tech Support Supervisor with expertise in leadership, coaching, training, and customer service. Proven track record in technical support leadership, resolving escalations, and enhancing service quality. Adept at managing high-performance teams, providing Level 2 & 3 technical support, and collaborating with stakeholders to achieve organizational goals. Seeking to leverage experience in Unified Communications Services as a UCS Senior Administrator.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Supervisor - Tech Support
Staples ULC
, Canada
05.2024 - Current
- Lead and oversee a team of technical support specialists, ensuring efficient and high-quality service for Tech Easy subscribers
- Provide Level 2 and 3 technical support, troubleshooting hardware, software, and network issues to resolve customer concerns effectively
- Manage escalations from Level 1 support, ensuring prompt and accurate resolution of complex technical issues
- Monitor service requests and ensure resolution within defined service level agreements (SLAs)
- Implement best practices and recommend process improvements to enhance customer experience and technical support efficiency
- Train and mentor technical support staff, fostering professional development and ensuring adherence to company standards
- Support cloud-based communication tools, including Microsoft Teams, to assist customers in optimizing their digital experience
- Participate in large-scale technical initiatives and projects, aligning support operations with business goals
- Maintain documentation and reports on team performance, technical incidents, and resolutions to drive continuous improvement
- Collaborate with internal teams to refine IT support processes and improve service delivery for Tech Easy subscribers
- Achievements: Reduced Average Handle Time (AHT) by 20%
- Increased Customer Focus Metrics by 25%
- Improved Quality Assurance scores by 40%
Team Lead - Remote Agents
Staples ULC
, Canada
09.2023 - 04.2024
- Supervised and managed a team of technical support representatives, ensuring high-quality service and issue resolution
- Provided guidance and support in troubleshooting hardware, software, networking, and VoIP-related concerns
- Developed and conducted training programs for new hires and existing staff to enhance technical skills
- Monitored team performance using KPIs, identifying areas for improvement and implementing corrective actions
- Ensured efficient customer interactions, improving satisfaction and retention rates
- Identified and implemented process improvements to enhance technical support operations
- Created reports on team performance, issue trends, and customer feedback for senior management
- Achievements: Increased Customer Focus Metrics by 30%
Tech Support Specialist
Staples ULC
, Canada
11.2020 - 09.2023
- Provided technical support and customer service to Tech Easy subscribers, assisting with printers, Windows & MacOS troubleshooting, Microsoft Office, Outlook, networking, and VoIP setup
- Diagnosed and resolved hardware, software, and end-user technical issues to ensure seamless system functionality
- Assisted customers with system diagnostics, virus removal, data backup, software installation, and OS refresh
- Delivered remote and in-person support, ensuring clear communication and problem resolution
- Reviewed escalations with leadership to expedite issue resolution and improve customer experience
Onsite Technician
Staples ULC
, Canada
06.2018 - 11.2020
- Provided onsite technical support, including software installations, network setup, and hardware troubleshooting
- Installed and configured LAN/WAN networks, routers, switches, and VoIP systems
- Diagnosed and resolved software, network, and security issues
IT Officer
Embassy of the United States
, Afghanistan
10.2014 - 11.2016
- Designed, implemented, and maintained network and VoIP infrastructure
- Provided technical support and troubleshooting for multiple operating systems
- Managed network security, backup solutions, and disaster recovery plans
- Monitored system performance and implemented security improvements
Education
Diploma in Cyber Security -
QCOM College of Technology
11.2024
Diploma in Project Management -
Franklin University
VA, United States05.2018
Bachelor of Computer Applications (BCA) - Computer Science
Osmania University
Hyderabad, India08.2013
Certificate High School Baccalaureate -
Habibia High School
Kabul, Afghanistan12.2006
Skills
- Leadership & Team Coaching
- Training & Development
- Level 2 & 3 Technical Support
- Customer Service & Escalation Management
- Process Improvement & KPI Optimization
- Performance Feedback & Mentorship
- SLA Management & Quality Assurance
- Cross-Team Collaboration & Goal Alignment
Certification
- Microsoft Certified IT Professional (MCITP)
- Cisco Certified Network Associate (CCNA)
Timeline
Team Supervisor - Tech Support
Staples ULC
05.2024 - Current
Team Lead - Remote Agents
Staples ULC
09.2023 - 04.2024
Tech Support Specialist
Staples ULC
11.2020 - 09.2023
Onsite Technician
Staples ULC
06.2018 - 11.2020
IT Officer
Embassy of the United States
10.2014 - 11.2016
Diploma in Cyber Security -
QCOM College of Technology
Diploma in Project Management -
Franklin University
Bachelor of Computer Applications (BCA) - Computer Science
Osmania University
Certificate High School Baccalaureate -
Habibia High School
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