Open to opportunities

Nayel Baig

@nayelbaig

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IT Support Associate specializing in enterprise troubleshooting, application support, and data-driven dashboarding.

Pakistan

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What I'm looking for

I’m looking for a role where I can own support and application troubleshooting with strong SLAs, collaborate with engineering teams, and grow into scalable systems—using data, documentation, and automation to improve customer outcomes.

I’m an IT Support Associate focused on resolving end-user and enterprise issues quickly and accurately. At Ernst & Young (EY), I’ve resolved 50+ weekly Tier 1 support tickets with high SLA adherence, diagnosing hardware, software, and network connectivity problems across Windows environments.

Before EY, I built strong application support and engineering foundations. At Diners Pakistan Pvt Ltd., I provided application support and designed/maintained Tableau dashboards to analyze e-commerce behavior, while collaborating with cross-functional teams to implement scalable solutions.

I also bring hands-on development experience from earlier roles, including responsive front-end components, UI/UX troubleshooting with cross-browser compatibility, and API-based systems and web portals. I document incidents and solutions to strengthen internal knowledge, work within Agile, and continuously improve through training such as agentic AI and AI for Everyone.

Experience

Work history, roles, and key accomplishments

Current

IT Support Associate

Current

Ernst & Young (EY)

Sep 2024 - Present (1 year 9 months)

Resolved 50+ weekly Tier 1 support tickets covering hardware, software, and network issues while maintaining high SLA adherence. Diagnosed Windows and connectivity problems, supported end-user device setup and access management, and escalated complex cases to L2/L3 with incident documentation.

SLA Management Windows Troubleshooting Network Troubleshooting end user support

Software Engineer - App Support

Diners Pakistan Pvt Ltd

May 2024 - Aug 2024 (3 months)

Provided application support by diagnosing and resolving technical issues for internal teams. Designed and maintained Tableau dashboards to analyze e-commerce behavior and collaborated with cross-functional teams to implement scalable solutions.

Application Support Tableau Data Analysis E commerce analytics Technical Troubleshooting Dashboarding Cross Functional Collaboration Scalability

Software Support Engineer

Epaging Pvt Ltd

Mar 2023 - Apr 2024 (1 year 1 month)

Developed responsive front-end components and troubleshot UI/UX issues to ensure cross-browser compatibility. Worked with design teams to implement user-centric features and followed Agile methodologies.

Responsive Web Design UI UX Troubleshooting Browser compatibility HTML CSS Agile Methodologies

Software Engineer

Amid Tech

May 2022 - Feb 2023 (9 months)

Designed API-based systems and web portals, and performed data analysis to generate business insights. Documented system architecture and workflows and delivered scalable solutions.

API Development Web Portals Data Analysis Systems Architecture Workflow Documentation Scalable Systems Business Insights

Education

Degrees, certifications, and relevant coursework

Muhammad Ali Jinnah University

Master of Computer Science (MCS), Computer Science

2020 - 2022

Completed a Master’s in Computer Science (MCS) at Muhammad Ali Jinnah University from Aug 2020 to Dec 2022, covering courses such as OOPS, Compiler, Data Structures & Algorithms, Operating Systems, and Database.