ahmed93497's CV
ahmed93497
Technical Support Specialist | Active Directory and ServiceNow
Profile summary
Accomplished Technical Support Specialist with 3 years of experience in IT service desk operations and system troubleshooting. Fluent in English, Hindi, and Urdu, delivering technical support across multiple international time zones and multichannel platforms. Maintained strict adherence to service level agreements while resolving high volumes of IT support interactions. Dedicated to providing reliable technical infrastructure support and user assistance.
Career highlights
Technical Support and Operations: Directed technical support operations for point-of-sale and payment systems across petroleum retail stations in the Americas region, handling hardware escalations and system troubleshooting.
IT Support and Resolution: Resolved 600 to 700 IT support interactions per month while maintaining a 100 percent resolution and attendance rate across multichannel end-user assistance platforms.
Global IT Infrastructure Support: Delivered 24/7 IT support coverage across multiple international time zones while coordinating administrative functions for customer-facing applications and user credential systems.
Account and Ticket Administration: Administered company-wide IT support operations for networks, servers, and applications, executing daily audits and performance analysis of completed support tickets against targets.
Key skills
Professional experience
Directed technical support operations for point-of-sale and payment systems across petroleum retail stations in the Americas region. Handled hardware escalations, system troubleshooting, and site communications during the 2025-06 to 2025-09 period.
- Trained newly onboarded team members on site equipment, troubleshooting procedures, and support workflows to accelerate ramp-up time.
- Partnered with Level-2 subject matter experts to diagnose and resolve complex hardware and system escalations.
- Built working knowledge of end-to-end system infrastructure to improve first-contact resolution.
- Educated site owners and on-site staff on device operation, reducing repeat support requests.
Managed technical support operations for global clients, overseeing multichannel end-user assistance across phone, chat, and email technology stacks. Maintained adherence to organizational service level agreements and internal quality standards.
- Resolved 600 to 700 IT support interactions per month while maintaining a 100 percent resolution and attendance rate.
- Diagnosed technical issues across multiple technology stacks for end users.
Coordinated administrative functions for customer-facing applications and user credential systems within a healthcare sector client account.
- Delivered 24/7 IT support coverage across multiple international time zones.
- Met daily CSAT and client KPI targets through issue resolution.
Administered company-wide IT support operations across networks, servers, and applications as the sole administrator for all employee accounts. Maintained hardware and software infrastructure while delivering technical service aligned with established standards.
- Authored technical reports, knowledge base articles, and process documentation using Microsoft Office and ServiceNow platforms.
- Executed daily audits and performance analysis of completed support tickets against targets.
Education
Mobile Application and Cloud Technology
Languages
English · Fluent
Hindi · Professional
Urdu · Fluent