Aziz Othman
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Aziz Othman

IT Specialist · Team Lead

Dedicated IT specialist and team lead with a passion for technology, problem‑solving, and people leadership. Experienced in end‑user support, Windows administration, and knowledge management. Proven ability to lead teams, improve processes, and ensure smooth operations while maintaining high service quality and customer satisfaction.

Portrait of Aziz Othman
Current Role
Team Lead
Focus
Support Ops

Core Skills

  • Team leadership & people management
  • Scheduling & shift planning
  • Coaching, 1:1s & hub meetings
  • Conflict resolution
  • Stakeholder communication
  • Process improvement & SLA compliance
  • Genesys phone line & SLA monitoring
  • ServiceNow (Incidents, Requests, Knowledge)
  • Windows Server (AD, GPO)
  • Microsoft 365 / Office 365
  • Azure administration (fundamentals)
  • Intune (MDM)
  • Excel (advanced)
  • Cross‑team collaboration (L2/L3)
  • Java · SQL · HTML · CSS · JavaScript
Technical Proficiency
Windows Server / AD
Microsoft 365
Intune (MDM)
Excel
Azure (Fund.)

Highlights

  • Leads a team of IT support professionals; manages daily operations and escalations.
  • Owns scheduling (Schichtplan) and ensures service coverage & continuity.
  • Oversees ticket resolution and SLA performance; partners with L2/L3 teams.
  • Guides knowledge management and documentation to speed decisions.
  • Plans initiatives to reduce resolution time and improve customer satisfaction.

Experience

Team Lead — Infosys BPM
Düsseldorf · Dec 2024 – Present
  • Lead a team of 11 IT support professionals; manage daily operations, escalations, and performance.
  • Create and control team schedules (Schichtplan) to ensure coverage and service continuity.
  • Oversee ticket resolution, ensuring SLA compliance and efficient escalation to L2/L3 teams.
  • Conduct regular 1‑on‑1s, hub meetings, and performance reviews to coach and develop team members.
  • Control the phone line, monitor Genesys SLA metrics, and ensure service quality.
  • Guide knowledge curation and documentation through the team’s Knowledge Manager.
  • Plan and implement initiatives to reduce ticket resolution time and improve customer satisfaction.
Senior Process Executive — Infosys BPM
Düsseldorf · Sep 2022 – Nov 2024
  • Delivered top‑tier technical support and managed key IT processes with a focus on service quality.
  • Owned knowledge management: organized, curated, and published internal documentation.
  • Resolved incidents and requests within SLA using ServiceNow and cross‑team collaboration.
Amazon Robotic Helper — Randstad
Witten · 2021 – 2022
  • Maintained and troubleshot robotic helper systems to enable uninterrupted order fulfillment.
Storekeeper & Sales Associate — Zara Germany
Düsseldorf · 2019 – 2021
  • Managed inventory, assisted customers, and operated POS systems in a fast‑paced environment.
IT Support (SMB Clients) — Freelance
Qamishli, Syria · 2012 – 2014
  • Workstation setup, application installation, printer/network configuration, and user training.

Education

Bachelor in Computer Engineering
Universität Duisburg‑Essen, Duisburg · 2019 – Present

Certificates

  • Google IT Support Professional Certificate — Coursera, 2022–2023
  • Azure Administrator (Udemy), 2023

Languages & Contact

  • Arabic
  • Kurdish
  • German
  • English