shahid qayum
@shahidqayum
I optimize IT support operations, SLAs, and client satisfaction at scale.
PolandWhat I'm looking for
I've supported IT operations at Telemania, Eurofins IT Poland, Wipro, and Kaif Solutions, managing Tier 1–3 incident processes and up to 500 daily support tickets. I improved ticket resolution time by 30%, reduced incident resolution time by 25%, and increased account retention by 20% through stronger client satisfaction.
I build ITIL-aligned service desk workflows, track SLAs and KPIs, manage incidents and change requests, and guide teams through operational transformation. My work spans Active Directory, Azure, Microsoft 365, Linux, Jira, ServiceNow, Datadog, Dynatrace, Zabbix, and enterprise support environments.
Experience
Work history, roles, and key accomplishments
Technical Support Agent
Telemania
May 2024 - Present (2 years 3 months)
Fulfilled a critical role addressing and resolving technical issues at this provider of Internet Backbone. Supervised transition of support, reducing incident resolution time by 25%.
IT Support - Nordics
Eurofins IT Poland
Dec 2022 - May 2024 (1 year 5 months)
Worked within a team of five team leads and seventeen professionals providing IT Help Desk support to employees of this provider of product testing services. Contributed to optimized incident management and resolution to consistently meet SLA requirements.
Worked within a 42-person Help Desk team at this multinational technology company. Monitored and oversaw the identification, investigation, and resolution of issues impacting hardware, software applications, systems, peripherals, and networks on a 24/7 basis.
Technical Support Analyst
Kaif Solutions
Mar 2016 - Jan 2020 (3 years 10 months)
Oversaw the response to incidents at this software development company. Worked within a 13-person Help Desk team in handling incidents, decreased the incoming tickets' quantity, and improved the CSAT score by resolving incidents with better workflows.
Education
Degrees, certifications, and relevant coursework
Lundellska skolan
Social Science
Completed coursework in Social Science.
Nackademin
Network Engineering
Studied Advanced Network Engineering, Servers, Routers, and Switches.
Availability
Location
PolandAuthorized to work in
Job categories
Skills
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