Muhammad USama

• Resolved 50+ complex Level 2 hardware and network escalations monthly, maintaining a 98% SLA satisfaction
rate through deep-dive diagnostics.
• Automated user onboarding and access management via Active Directory, reducing account setup time by 20%
for new employees.
• Reduced escalation rates to the Applications Team by 30% by developing technical expertise in proprietary systems
and resolving incidents independently.
• Developed 20+ technical SOPs and knowledge base articles, increasing the teams First-Call Resolution (FCR)
rate and overall efficiency.
• Maintained 100% accuracy in IT asset records and ensured full compliance with global licensing standards for all
hardware deployments.
• Enforced logical and physical security controls, monitoring for proactive threat detection and ensuring zero security
breaches.
• Bridged the communication gap between Level 1 and Level 2 support, streamlining ticket transition workflows in
collaboration with Department Heads.
• Provided hands-on infrastructure support, including printer maintenance, VIP meeting room configurations, and
professional cable management.
• Analyzed incident trend reports to identify training gaps and provide technical insights for IT project lifecycles
during testing phases.
• Administered departmental activities, including calendar management and the preparation of professional reports
and memos for leadership.

• Deployed and configured high-performance workstations, thermal printers, and handheld devices, ensuring 100%
hardware readiness for end-users.
• Facilitated seamless application rollouts and system upgrades, maintaining operational continuity and minimizing
downtime during critical transitions.
• Diagnosed complex connectivity and hardware failures, consistently achieving 95%+ customer satisfaction ratings
and meeting all SLA targets.
• Streamlined the employee onboarding process by pre-configuring accounts, mobile devices, and access permissions
for rapid department integration.
• Orchestrated technical briefings and meeting agendas, tracking action items to ensure project milestones remained
on schedule.
• Managed a centralized repository of technical documentation and meeting records to support data-driven decision
making for IT leadership