Open to opportunities

abrar ahmed

@abrarahmed5

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IT service delivery specialist with 6+ years in global technical support and operations.

India

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What I'm looking for

I seek a mid-level role in IT service delivery or technical support where I can improve SLAs, lead incident/problem resolution, implement process improvements, and grow into leadership while working in a collaborative, customer-focused environment.

I am an IT service delivery specialist with over six years of experience supporting global IT and customer service operations across APAC, EMEA and NA regions. I hold ITIL® 4 Foundation certification and have a strong background in incident, problem and change management.

I have worked at Unisys and other service providers delivering SLA-driven support, escalation handling, ticket triage and cross-functional coordination. I excel at client communication, root cause analysis (RCA) and minimizing business disruptions through structured problem management.

My technical toolkit includes ServiceNow, Salesforce and SRMS, and I use advanced Excel (VLOOKUP, PivotTables) to create reports and dashboards for reconciliation and performance tracking. I have domain experience in mortgage loan closing/title and settlement processes and prior sales exposure.

I am driven by process optimization and continuous service improvement, and I bring a pragmatic, customer-focused approach to ensure reliable service delivery and measurable improvements in turnaround times and satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Services Support Rep 3

Current

Unisys India Private Limited

Sep 2022 - Present (3 years 2 months)

Managed IT service delivery and support operations across APAC/EMEA, handling escalation, incident, problem and change management to minimize disruptions and meet SLAs. Improved turnaround times and customer satisfaction through RCA, ticket triage, and cross-functional coordination.

ServiceNow Incident Management Root Cause Analysis SLA Management Escalation Management Salesforce Reporting (Excel VLOOKUP

Mortgage Loans Representative

Verity Global Solutions

Apr 2021 - Sep 2022 (1 year 5 months)

Supported U.S. mortgage loan processing including title, settlement, and loan closing activities while managing queues and client communications to ensure timely closures and compliance. Produced reconciliation reports and dashboards to support operational accuracy.

Loan Processing Queue Management Reporting Salesforce Customer Support Excel (VLOOKUP

Associate (APAC EMEA NA Regions)

Oneindia BSC

Dec 2019 - Mar 2021 (1 year 3 months)

Coordinated global process activities across APAC, EMEA and NA; administered ServiceNow and Salesforce, handled ticket triage and dispatching, and drove process optimization and continuous service improvement.

ServiceNow Salesforce Process Improvement Reporting Customer Support

Junior Sales Associate

Reliance Digital

Nov 2016 - Aug 2018 (1 year 9 months)

Performed sales and customer-facing activities for home appliances, achieving targets and providing technical product support during a six-month tenure.

Sales Customer Service Technical Support Communication Retail Operations