Open to opportunities

Wazeem Akram

@wazeemakram

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Results-driven IT support manager with over 10 years of experience.

Sri Lanka

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What I'm looking for

I am looking for a role in an innovative organization that values customer-centric solutions and offers opportunities for professional growth.

I am an IT support manager and operations professional with over 10 years of experience in IT consulting, systems administration, and operational management across Sri Lanka and Qatar. My career highlights include delivering exceptional service desk support during the FIFA World Cup 2022, where I resolved 95% of inquiries promptly under pressure while fostering positive customer relationships.

Holding a BSc (Hons) in Business Information Systems from Cardiff Metropolitan University, I have also completed professional training in ITIL® 4 and Microsoft 365. I am skilled in leading teams, driving digital transformation, and ensuring operational excellence. My recent role as Operations Manager at Origin Group involved streamlining operations and improving task efficiency by 20% through optimized scheduling and performance tracking.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Q Origin Group (Pvt) Ltd.

Feb 2023 - Present (2 years 5 months)

Streamlined operations across kitchen, logistics, marketing, and finance, reducing costs by 15% through process automation and vendor negotiations. Led a team of 10, improving task efficiency by 20% via optimized scheduling and performance tracking.

Process Automation Team Leadership Scheduling Performance Tracking Inventory Management Digital Marketing Compliance Management

IT Consultant & Service Desk Agent

FIFA World Cup

Aug 2022 - Present (2 years 11 months)

Delivered L1/L2 support (ServiceNow, MS Teams) for 500+ staff across 10+ venues, resolving 95% of helpdesk tickets within SLA and mastering tools under tight deadlines. Managed IT assets and technology solutions, ensuring 100% uptime during high-pressure event periods for a global audience.

ServiceNow Microsoft Teams IT Asset Management Help Desk SLA Management Data Analysis System Troubleshooting User Onboarding

IT Officer

Arab Center for Engineering Studies

Feb 2022 - Present (3 years 5 months)

Achieved 100% system uptime through proactive VM and physical backup management using Veeam and Acronis. Optimized IT infrastructure, improving server performance by 10% and ensuring zero data breaches.

System Uptime VM Management Acronis IT Infrastructure Optimization Server Performance Data Security

Systems Analyst

Entire Solutions

Feb 2019 - Present (6 years 5 months)

Enhanced business systems for 5+ clients, improving process efficiency by 18% through tailored ERP solutions. Conducted root cause analysis for 100+ issues, reducing system downtime by 12%.

Business Systems ERP Systems Root Cause Analysis System Downtime Reduction User Adoption Training Documentation IT Service Management

System Administrator

Qatar National Aluminium Panel Co. W. L. L

Aug 2018 - Present (6 years 11 months)

Managed Windows/Linux servers for 200+ users, ensuring 99.9% system availability. Automated backup processes, reducing manual effort by 30% and ensuring full data recovery readiness.

Windows Server Linux System Availability data recovery User Support System Administration Network Management Troubleshooting

IT Administrator

Qatar Aerated Concrete Industries Co. W. L. L

Jan 2014 - Present (11 years 6 months)

Supported IT infrastructure for 200+ users, resolving 90% of helpdesk queries within 24 hours. Strengthened network security, reducing vulnerabilities by 25% through firewall and patch management.

Help Desk Network Security Patch Management System Administration User Support

Education

Degrees, certifications, and relevant coursework

Cardiff Metropolitan University

Bachelor of Science (Honors), Business Information Systems

Grade: 2.2 / 3.0

Completed a Bachelor of Science (Honors) in Business Information Systems. Gained knowledge in the intersection of business and information technology.