Azeem Khan

Experience

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  Empire Tyres

  May 2016 - Feb 2019

  Owner

  • Managed a family run business, founded by my father which offered various services for cars including new and used tyres.• Conducted tyre inspections and replacements which involved using Draper machinery for wheel balancing and tyre replacement.• Inspected customers tyers for signs of wear and areas for potential failure and ensuring safe vehicle operation.• Talked directly to customers to make recommendations about tyre care or replacement.

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  TopsTools

  Feb 2019 - Sept 2021

  Warehouse Operative

  • Responsible for arranging items to be prepared for collection which involved ensuring that no defects were present and ensuring that the item tracking labels matched.• Tracked all defunct and damaged items, ensuring this isn’t due to processes in place.• Mentored new employees and took them through the company induction.• Managed online orders, tracked orders, responded to customers, and resolved order queries related to stock and delivery.• Processed orders and resolved errors on OSOP (One Stop Order Processing) which was used to manage customers and orders. Show less

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  Salford Foundation

  Sept 2021 - Sept 2022

  Digital Support Technician Apprentice

  • Setup laptops including both software installation and network configuration for colleagues across the organisation - liaising with HR colleagues to verify user credentials and external IT providers for hardware replacement.• Managed the Asset register and Access Rights register to ensure company hardware was fully managed and kept up to date to reduce liability. • Providing Microsoft Office 365 expertise across the organisation, ensuring widescale adoption and best practice for the use of digital technologies, including Teams, SharePoint, Microsoft Forms, Power BI and Power Automate.• Automated multiple processes internally using Power Automate as well as providing training for colleagues to adopt the technology, which led to a reduction in time taken for various manual processes and increased productivity.• Ensured all company hardware fulfilled criteria as part of the Cyber Essentials Security Policy which ensured assets were allocated to the correct user ID, passwords were regularly changed, and devices undertook system and software updates. Show less

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  Zen Internet

  Sept 2022 - Mar 2024

  Digital Service Advisor

  • Provided high quality technical support to Zen’s residential business customers.• Identified and resolved the root cause of technical issues through effective troubleshooting.• Took ownership of customer issues following through until resolution, providing timely and accurate responses to customer enquiries via phone/email/portals.• Took internal escalations and tracked/raised escalations to 2nd and 3rd Line teams.• Raised, monitored, and closes tickets through the Salesforce CRM system to ensure tickets are moved along the internal support process in the most efficient manner.• Educated residential and small business customers to self-diagnose via Zen self-serve tools, leading to a reduction in customers requiring technical support.• Provided input and feedback to deliver continual improvement and assist the team in implementing changes.• Completed training in order management, credit and billing, technical support and sales to provide active and comprehensive support through the company Livechat service on the website. Show less

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  UK Ministry of Defence

  Apr 2024 - now

  Problem Analyst

  • Managing and supporting Microsoft 365 services, ensuring continuous improvement and effective delivery of digital capabilities.• Acting as the focal point for support services within the End User Services (EUS) M365 Team.• Providing live service support and project management for both existing and emerging applications.• Collaborating with wider MOD teams to ensure integrated IT support across global military operations.• Leading on problem management, identifying patterns and trends to proactively resolve issues and implement preventative measures.• Engaging with users and stakeholders to gather and analyze user needs, turning insights into actionable outcomes.• Managing incidents, diagnosed and prioritized issues, and ensured timely resolutions.• Contributing to availability and capacity management, ensuring service components met business needs and performance targets. Show less