أفسال نزار

•Delivered IT Helpdesk and desktop support to 300+ end users across Middle East
branches via ServiceNow, maintaining 95%+ SLA compliance.
•Managed 150+ IT assets and devices, overseeing inventory tracking and procurement
cycles to ensure zero critical stock shortages.
•Administered Active Directory, Office 365, and Intune MDM for 300+ user accounts and
endpoints across multiple branch locations.
•First Call Resolution (FCR) & CSAT Improvement: Consistently achieved high First Call
Resolution (FCR) rates and positive CSAT scores through effective Tier 1/Tier 2 ticket
prioritization and prompt incident handling.
•User Onboarding & Change Management - Experienced in end-user onboarding, IT
change management processes, and maintaining up-to-date knowledge base articles to
support self-service and reduce repeat incidents.
•Remote Support & Customer Satisfaction - Proficient in remote support tools
(TeamViewer, RDP, Quick Assist) for efficient troubleshooting, with a consistent focus
on user satisfaction and minimal business disruption.
•Monitored and maintained branch network infrastructure and Cisco VPN connections,
achieving 99%+ uptime across all sites.
•Delivered POS support for Tally ERP and L-vis systems, reducing POS downtime by
ensuring rapid first-call resolution.
•Coordinated with 10+ hardware/software vendors for upgrades and issue resolution,
consistently meeting procurement SLAs.
•Resolved incidents and service requests with 95%+ within-SLA rate, contributing to
high user satisfaction scores.

•Delivered L1/L2 IT support to 300+ end users across VOX Cinemas, Magic Planet, and
other MAF retail entities.
•Handled high-volume incidents and service requests via Ivanti LANDesk, consistently
achieving 95%+ resolution within SLA.
•Managed POS system setups and remote troubleshooting across 5+ retail sites,
minimizing business disruption.
•Supported Microsoft 365, macOS, Cisco VPN, and 100+ handheld devices across all MAF
locations.
•Coordinated with vendors and escalation teams to resolve complex hardware/software
issues, reducing average resolution time.

•Delivered L1/L2 IT support across 3+ retail outlets and back-office systems, ensuring
minimal downtime for business operations.
•Monitored and supported SAP Business One and iVend POS systems, maintaining high
availability across all retail locations.
•Configured and maintained 2+ HP/Dell servers, SonicWall Firewall, and VPN setups
supporting daily business operations.
•Managed vendor communication for asset procurement and warranty claims, reducing
resolution turnaround time.
•Prepared monthly IT asset and vendor performance reports, providing management
with actionable insights on infrastructure health.

•Provided on-call IT service desk and onsite support for clients across the GCC, ensuring
prompt resolution of issues.
•Acted as an Outsourced IT Support Engineer for notable organizations such as Sharjah
Institute for Heritage (SIH), ICCROM-ATHAR Regional Conservation Centre, and Bin
Dhaen Holding, enhancing operational efficiency.
•Configured and supported Windows and macOS systems, Exchange, and Active
Directory
•Managed AV equipment and technical support for 10+ corporate events, ensuring zero
technical failures during sessions.
•Resolved application and hardware support queries, improving overall user satisfaction
and minimizing downtime.

•Provided remote IT support to clients for system and network issues, maintaining high
first-contact resolution rates.
•Installed, configured, and maintained 50+ routers, switches, and LAN/WAN
infrastructure components across client sites.
•Ensured consistent internet service and performed hardware troubleshooting,
achieving high client satisfaction and uptime.