Aamir Raza
@aamirraza2
Senior IT Support Analyst delivering SLA-driven L1–L3 support with 90%+ CSAT across enterprise environments.
IndiaWhat I'm looking for
I’m a Senior IT Support Analyst with 4+ years delivering Level 1–Level 3 technical support across global enterprise environments, including financial-services (Wells Fargo) and Big Tech (Amazon).
I consistently maintained 90%+ CSAT and 90%+ schedule adherence while handling 30–50 tickets daily, focusing on remote troubleshooting, incident escalation under strict SLAs, and fast resolution.
My work spans Windows 10/11, macOS, and enterprise mobile device support, including system configuration, patch management, and user account & access management—always with a quality-first mindset and strong documentation.
I also invest in continuous improvement, using Microsoft Copilot and AI-assisted tools to streamline ticket documentation and triage, and I’ve mentored junior analysts to strengthen escalation protocols and first-call resolution.
Experience
Work history, roles, and key accomplishments
Provided end-to-end technical support and remote troubleshooting for Windows 10, macOS, and enterprise mobile devices for a Fortune 500 financial services client, handling 30–50 tickets daily. Maintained 90%+ schedule adherence and 90%+ CSAT while using Microsoft Copilot to reduce documentation time by 60% and increase daily productivity by 25%.
Delivered advanced technical assistance and priority escalation for mission-critical financial applications, supporting deployment of system upgrades and security patches. Improved system reliability and quality assurance scores above 85% and helped keep average handle time under 15 minutes on ~90% of tickets.
IT Support Analyst (Contract)
Teamlease Pvt. Ltd.
Sep 2022 - Apr 2023 (7 months)
Provided Level 3 troubleshooting for complex internal infrastructure systems and enterprise software applications (Deloitte client) and mentored junior analysts on escalation protocols and technical problem-solving. Conducted root-cause analysis on persistent software failures, decreasing repeat incidents by 35% and reducing average issue-resolution time to under 20 minutes.
Provided Level 3 troubleshooting for complex internal infrastructure systems and enterprise software applications. Mentored junior analysts on escalation protocols and reduced repeat incidents by 35% through root-cause analysis, cutting average issue-resolution time to under 20 minutes.
Managed corporate IT support requests for Amazon enterprise employees globally, achieving same-day resolution of 70–80% and first-call resolution of 70–80%. Conducted system diagnostics, network connectivity troubleshooting, and routine software updates while maintaining CSAT above 90%.
Education
Degrees, certifications, and relevant coursework
Alphores Junior College (IBSE)
Intermediate (MPC), MPC
Grade: 76.8%
Completed Intermediate (MPC) at Alphores Junior College (IBSE) in 2015, achieving 76.8%.
Vivekananda Residential School (CBSE)
Secondary School Certificate (SSC), Secondary Education
Grade: 80%
Completed the Secondary School Certificate (SSC) at Vivekananda Residential School (CBSE) in 2013, achieving 80%.
Vivekananda Residential School
Secondary School Certificate (SSC), Secondary Education
2013 -
Grade: 80%
Completed Secondary School Certificate (SSC) in 2013 with a score of 80% (CBSE).
Alphores Junior College
Intermediate (MPC), MPC (Mathematics/Physics/Chemistry)
2015 -
Grade: 76.8%
Completed Intermediate (MPC) in 2015 with a score of 76.8%.
Post Graduate Diploma in Computer Applications (PGDCA)
Post Graduate Diploma in Computer Applications (PGDCA), Computer Applications
Completed a Post Graduate Diploma in Computer Applications (PGDCA).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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