waheed ali

• Provide IT infrastructure support to 1, 000+ corporate client accounts, managing Office 365 administration,
enterprise applications, and secure cloud backup services.
• Resolve an average of 20 tier-1/tier-2 support tickets per day covering hardware, software, and cloud application
issues, helping maintain consistent SLA compliance.
• Log and track all incidents in Deskpro, maintaining accurate records for recurring-issue analysis and faster future
resolution.
• Partner with cross-functional technical teams and third-party vendors to implement and test IT solutions that
improve operational stability.

• Managed critical case escalations, performing root-cause analysis on client account issues to deliver prompt,
lasting resolutions.
• Maintained high customer satisfaction scores while resolving complex, high-priority complaints under time
pressure.

• Resolved technical billing inquiries and system discrepancies for a high-volume enterprise retail account, meeting
strict performance metrics.
• Provided clear, professional client communication across a high-volume support queue for a major US retail
partner.

• Delivered tier-1/tier-2 technical support, troubleshooting network drops, peripheral configuration issues, and
custom product software anomalies for enterprise clients.
• Monitored inbound support queues and logged detailed incident data to support long-term system improvements
and client retention.
• Collaborated with engineering teams to escalate and resolve recurring product issues, reducing repeat tickets.

• Led digital marketing and media design initiatives to grow client brand visibility.

• Conducted outbound customer acquisition across Western markets, consistently exceeding sales quotas.

• Built client pipelines through targeted lead acquisition strategies in insurance and mortgage markets.