Open to opportunities

ADEEL YUNUS

@adeelyunus

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Product Support and Global IT Support Engineer specializing in Tier 1/2 troubleshooting and customer success.

Pakistan

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What I'm looking for

I seek a customer-focused IT support role where I can resolve complex incidents, improve processes, mentor peers, and contribute to knowledge management while working in a collaborative, service-oriented team.

I am a Product Support Specialist and Global IT Support Engineer with extensive Tier 1 and Tier 2 experience across Windows, macOS, Linux, Office365, and unified communications. I consistently resolve complex incidents, maintain high CSAT, and improve workflows through clear documentation and knowledge-base contributions.

My background includes 24/7 service desk support, ticketing with Zendesk, JIRA and ServiceNow, onboarding/offboarding, access management, and hands-on troubleshooting with remote tools and network monitoring. I have supported enterprise environments, handled billing and BI-related technical tasks, and maintained systems such as VPNs, Active Directory, and Windows Server.

I hold a BSCS and multiple certifications (CCNA, CCNP, MCSA, MCSE) and I bring a proactive, customer-focused approach to support, emphasizing fast resolution, escalation discipline, and continuous process improvement.

Experience

Work history, roles, and key accomplishments

Current

Product Support Specialist

Current

Compass Real Estate

Oct 2025 - Present (5 months)

Respond to agent queries via phone, email, and Zendesk, troubleshoot workflows and resolve usage issues, and create documentation and knowledge-base content to improve support efficiency and CSAT.

Zendesk Customer Support Troubleshooting Documentation Escalation Management Windows MacOS KPI Tracking

Billing Administrator

Dinco

Jul 2021 - Dec 2023 (2 years 5 months)

Processed and analyzed hotel billing data, supported BI software, created Freshworks tickets and performed software installation and CRUD operations to ensure accurate billing workflows.

Freshworks BI Tools Technical Support Installation CRUD Operations Data Analysis

IT Support Specialist

Prima Systems

Mar 2022 - Jun 2023 (1 year 3 months)

Supported Genesis Healthcare clients via ServiceNow, conducted remote troubleshooting with Bomgar/TeamViewer/AnyDesk, investigated issues and analyzed networks using SolarWinds while coordinating with developers.

ServiceNow Remote Support Bomgar TeamViewer Solarwinds Network Analysis Incident Management

System Administrator

Xavor Corporation

Oct 2019 - Nov 2020 (1 year 1 month)

Troubleshot and upgraded applications, maintained PLM systems and integrations to ensure system stability and support product lifecycle processes.

System Administration PLM Systems Integration Windows Server Active Directory DHCP DNS

Software Engineer Intern

TechProBox

Mar 2018 - Jul 2018 (4 months)

Developed features for the Philippines Education System using C#, .NET, HTML and JavaScript frameworks, including a currency conversion module and tracked tasks in Zoho.

C .NET HTML Angular React Zoho Modules

Global IT Support Engineer

Afiniti

Dec 2023 - Present (2 years 3 months)

Provided 24/7 Tier 1 and Tier 2 support, managed Service Desk calls, created JIRA tickets and handled user lifecycle, onboarding/offboarding and unified communications to maintain service continuity.

Tier 1 Support Tier 2 Support Jira ServiceNow Windows MacOS Linux Unified Communications