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Mohammed Benaddi

@mohammedbenaddi

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I resolve complex Microsoft support issues while improving customer outcomes, SLA performance, and technical knowledge.

Morocco

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What I'm looking for

I'm looking for a technical support or operations role where I can solve complex customer issues, maintain strong service standards, collaborate on escalations, and continue growing across cloud, identity, and endpoint technologies.

I've supported Microsoft and Xbox projects as a Technical Support Specialist, resolving daily Tier 1 and Tier 2 incidents across Azure Virtual Desktop, Microsoft 365, Intune/MDM, Active Directory, Surface hardware, and Xbox.

I manage cases from triage through resolution in CRM and ITSM systems, maintain SLA compliance, and translate technical issues into clear, practical guidance for customers. I partner with Tier 3 engineers to document root causes, strengthen knowledge bases, and reduce repeat contacts.

I've also taught personalised English lessons and coached athletes through structured training programmes, bringing clear communication, discipline, and a focus on measurable progress to every role.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Microsoft & Xbox Projects

Jan 2022 - Jan 2026 (4 years)

Provided Tier 1 & Tier 2 support across Azure Virtual Desktop, Microsoft 365, Intune/MDM, Active Directory, Surface hardware, and Xbox, resolving complex incidents while maintaining high first-contact resolution rates. Managed full case lifecycle from triage through resolution using enterprise CRM and ITSM systems, ensuring SLA compliance.

Azure Virtual Desktop Microsoft 365 Intune MDM Active Directory Surface Xbox CRM ITSM SLA CSAT Escalation Management

Sports Coach & Athletic Mentor

Community & Club Level

Jan 2018 - Jan 2020 (2 years)

Coached individuals and groups in physical training and technique, designing structured programmes focused on performance and discipline, drawing on a background as a competitive athlete.

Coaching Physical Training Program Design Mentorship

English Language Instructor

Private Tuition

Jan 2018 - Jan 2020 (2 years)

Designed and delivered personalised English lessons across levels, drawing on a bachelor's in English Cultural Studies and C1 proficiency, achieving high student retention and measurable progress.

English Teaching Lesson Planning Student Assessment Communication Skills