Syed Asim Shah

• Provided L1/L2 support to over 1, 000 users across three departments, maintaining a 98% satisfaction rate.
• Diagnosed and resolved Windows, Office 365, printer, and network issues, restoring business applications
within SLA.
• Administered Active Directory and Office 365, managing 1, 000+ user accounts and permissions.
• Installed and configured desktops, laptops, VoIP phones, and mobile devices, achieving full operational status on day
one.
• Managed ticket flow in the IT Department system, resolving 95% of tickets within SLA.
• Enhanced LAN/WAN and Wi‑Fi, reducing network tickets by 20%.
• Analyzed root causes of recurring network outages, decreasing repeat incidents by 40%.
• Directed OS‑upgrade change management, reducing downtime by 20% with a detailed rollout plan.
• Negotiated with vendors, reducing hardware repair turnaround by 25% and maintaining network stability.
• Resolved 150+ remote incidents via AnyDesk, TeamViewer, and RDP, reducing on-site visits by 30%.

• Resolved hardware, software, and network incidents for the entire organization, reducing average resolution
time by 15%.
• Coordinated quarterly system updates, deployed enterprise-wide antivirus, and executed daily backup jobs,
improving system uptime to 99.9%.
• Escalated critical incidents to Tier‑3 engineers within 15 minutes.
• Deployed new systems and migrated user data, completing the project two weeks ahead of schedule
• Automated recurring IT tasks with PowerShell scripts, improving incident response efficiency by 20%.
• Conducted training sessions for 50+ end users, raising adherence to IT best practices by 25%
• Coached 20 junior staff on ticket handling, improving first‑call resolution by 12%

• Delivered desktop support to 300+ users, resolving 95% of incidents within SLA and maintaining 99.5% system reliability
• Prepared IT documentation, generated reports, and maintained an accurate asset inventory.