Ali Qahsan

• Resolved 200+ incidents and change requests monthly while maintaining 90% SLA compliance in a high-volume enterprise environment.
• Performed remote troubleshooting, software deployment, and privileged access activities using PAM tools with a 98% success rate.
• Successfully deployed and configured 150+ corporate devices with the SABIC image, ensuring full security compliance and operational readiness.
• Enhanced asset visibility by managing 1000+ IT assets and tracking warranties, reducing inventory discrepancies by 20%.
• Coordinated with infrastructure, cybersecurity, and network teams to remediate 100+ vulnerabilities, strengthening endpoint security compliance.
• Processed 200+ SAP SRM procurement requests annually, ensuring on-time delivery of IT hardware and accessories.
• Served as a key contributor to the SABIC-Hadeed Silver Project, supporting a seamless IT transition with minimal disruption to business operations.

• Supervised a technical support team providing remote and on-site assistance to 500+ employees monthly with a 95% first-contact resolution rate.
• Conducted on-site visits to major projects (SABIC-STC & AMAAD Business Park), resolving different issues with a 90% success rate in issue resolution.
• Assisted in network upgrades and process optimization, improving operational efficiency and reducing security incidents by 70%.

• Reduced malware and ransomware incidents by 95% through proactive security improvements and endpoint remediation.
• Maintained 98% device availability across multiple business locations through proactive support and lifecycle management.
• Developed user guidance and training materials, reducing recurring support requests by 30%.
• Contributed to network administration, software deployment, and system monitoring for 500+ endpoints, ensuring stable IT operations.

• Administered Active Directory accounts and permissions for 50+ users, ensuring secure access management.
• Improved system availability through proactive troubleshooting and maintenance of hardware, software, and peripheral devices.
• Delivered timely technical support that minimized service interruptions and enhanced user productivity.

• Built customer relationships through proactive follow-ups, product recommendations, and post-sales support to ensure satisfaction and retention.

• Maintained workplace safety by enforcing procedures, conducting inspections, and mitigating environmental hazards.