Denim Anajwala

I’m a global product support lead based in Czechia, currently managing MIKE software support operations to keep services highly available and drive strong customer satisfaction. I lead software licensing administration, resolve complex entitlement issues, and manage incident resolution and service requests to close within SLA commitments. I also provide advanced support across Microsoft Azure and the Microsoft ecosystem (Dynamics 365, SharePoint, Microsoft 365), including cloud access solutions like MFA, DNS, and VPN, plus user onboarding processes.

Previously, as a customer and software support specialist, I administered Active Directory and Microsoft Entra ID for user access, security policies, and identity management, while acting as a technical escalation point for complex client problems. I developed training materials, user documentation, and knowledge base articles to improve self-service support, and I used support metrics and operational data to guide process improvement and standardization. Earlier in my career, I managed customer service operations for international clients, including CRM management and service back-office issue handling—experience that keeps my support approach both technical and customer-first, while I continue my PhD in Economics and Management to strengthen how I apply process and decision-making.