Summary
Overview
Work History
Education
Skills
Timeline
Generic

Abraham Al-Azem

Novi

Summary

Results-oriented Implementation leader with extensive experience in Professional Services, SaaS implementation, and technical support. Proficient in project management tools JIRA, Atlassian, Salesforce, and Zendesk. Capable of cooperating with cross-functional teams to develop customized solutions, simplify processes, and surpass client expectations. I am known for exceptional problem-solving skills and meticulous attention to detail. I bring a roll-up-your-sleeves and get-it-done attitude, no matter what it takes.

Overview

8
8
years of professional experience

Work History

Implementation Supervisor

365 Retail Markets
01.2023 - Current
  • Managed a team of five, overseeing weekly schedules, timecards, and expense reports through SAP Concur, while conducting quarterly performance reviews that led to promotions and team growth.
  • Served as the primary point of communication between the Professional Services team and cross-functional departments, including Account Services, Sales, Product, and Executive Leadership.
  • Facilitated customer enhancement requests, successfully collaborating with the Product Team to implement key features that improved system functionality and client satisfaction.
  • Reported monthly metrics and insights to the Director of Customer Success, driving strategic improvements in Professional Services operations.

Implementation Team Lead

365 Retail Markets
02.2022 - 01.2023
  • Played a pivotal role in establishing the field installation team for Implementation, dedicated to providing specialized on-site installation services for a diverse customer base.
  • Developed and implemented comprehensive process documentation and Standard Operating Procedures (SOPs), standardizing the end-to-end installation workflow to ensure consistency and efficiency.
  • Spearheaded the deployment of a newly acquired KDS (Kitchen Display System) product line, successfully installing the first unit and creating a scalable rollout strategy.
  • Led and trained a team of five installation specialists, designing and delivering onboarding programs that equipped the team to handle over 200 installations annually with precision and professionalism.

Implementation Specialist III

365 Retail Markets
04.2021 - 02.2022
  • Conducted over 100 on-site implementations of advanced POS (Point of Sale) and KDS (Kitchen Display System) dining solutions, ensuring systems were seamlessly integrated and fully operational upon delivery.
  • Led complex, campus-wide installations for high-profile clients, coordinating multiple stakeholders to deliver tailored solutions that aligned with unique customer needs and timelines.

Implementation Specialist II

365 Retail Markets
04.2019 - 04.2021

Technical Support Specialist

365 Retail Markets
11.2017 - 04.2019

Education

Associate of Applied Science - Network Administration

Henry Ford College
Dearborn, MI
01.2017

Skills

  • SaaS Implementation Projects
  • Team Building and Leadership
  • Technical Documentation
  • Implementation Process Optimization
  • Performance Monitoring and Mentorship

Timeline

Implementation Supervisor

365 Retail Markets
01.2023 - Current

Implementation Team Lead

365 Retail Markets
02.2022 - 01.2023

Implementation Specialist III

365 Retail Markets
04.2021 - 02.2022

Implementation Specialist II

365 Retail Markets
04.2019 - 04.2021

Technical Support Specialist

365 Retail Markets
11.2017 - 04.2019

Associate of Applied Science - Network Administration

Henry Ford College

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