Azam Ali Khan

· Lead a 25-member IT support team across Service Desk, Retail Desk, and Field Support, ensuring seamless 24/7 operations through strategic shift planning and workload distribution.

· Drive SLA and KPI adherence across BAU and project environments, producing monthly and quarterly performance reports to identify trends and service anomalies.

· Manage end-to-end Service Desk operations, overseeing SRs, INCs, PBIs, and CRQs with a focus on business continuity and application/network availability.

· Act as escalation point for critical incidents across retail and corporate channels, ensuring swift resolution and minimal operational impact.

· Champion ITIL-aligned service management practices to enhance process maturity in incident, request, and change handling.

Spearhead knowledge base development, SOP documentation, and team training to promote self-service, and reduce ticket volumes.

· Collaborate with internal stakeholders (retail, sales, operations) to align IT support with business goals and ensure high service engagement.

· Conduct root cause analysis for recurring issues and implement corrective actions to stabilize services and improve user experience.

· Monitor live dashboards for retail systems, proactively addressing alerts to prevent sales disruptions and ensure POS reliability.

· Delivered technical support to global users across UK, Romania, Ireland, Hungary, Germany, and Qatar, resolving issues related to O365, Salesforce, Microsoft Cloud, and collaboration tools.

· Diagnosed and resolved problems involving BitLocker, Active Directory, Cisco VPN, MFA tools (Symantec VIP, CyberArk), and remote desktop connectivity.

· Supported enterprise applications including Cisco Jabber, IP Communicator, Zoom, Slack, and Microsoft Teams.

· Managed MDM solutions (AirWatch, Intune, Company Portal) for secure device enrollment and compliance.

· Achieved 98% user satisfaction through prompt issue resolution and clear communication.

· Created troubleshooting guides, FAQs, and self-help documentation to empower users and reduce ticket volumes.

· Migrated 2000+ users to a new SharePoint environment, reducing data loss by 75% and driving cost savings.

• Delivered end-user hardware and software support, including device setup and OS installations.
• Implemented antivirus protection to safeguard systems against malicious attacks.
• Installed and configured computer systems, printers, and peripherals to ensure operational readiness.
• Troubleshot network connectivity issues for both wired and wireless connections effectively.
• Assisted in IT documentation and user training to minimize repetitive issues.