Shareez Hayat Khan

Coordinated major incidents (P1–P3) with high user impact. Driving structured communication, escalation management and resolution follow-up across multiple resolver groups Acted as Team Lead for a team of 11 support engineers. Managing daily operations, workload distribution and service continuity during team lead absences Supported resolution of high-impact and blocking incidents, contributing to RCA investigations for recurring parent incidents without known solutions Fostered cross-functional collaboration to ensure consistent, high-quality IT service delivery. Maintaining strong SLA adherence and customer satisfaction Contributed to Problem Management through recurring incident identification and RCA during Windows 10/11 migration

Delivered high-level technical support to executive and VIP users, ensuring fast and discreet handling of requests Provided L2 troubleshooting for hardware, software, and connectivity issues, managing escalations via ServiceNow Deployed and configured IT equipment and supported onboarding/offboarding of VIP staff while maintaining high service standards Managed +120 VIP incidents, providing dedicated support to C-level and senior stakeholders

Delivered L2 IT support for end users across hardware, software and network issues, ensuring SLA compliance Managed full IT equipment lifecycle — deployment, inventory tracking and hardware replacements Prepared and configured devices for new starters, supporting onboarding and offboarding processes