Ali Abbas

About

Versatile IT supervisor and technical support professional with 10+ years of experience overseeing support operations, infrastructure management, and service delivery across remote and multi-site environments. Experienced in team supervision, incident management, SLA compliance, and customer support workflow improvement.

Experience

• IT Supervisor
  Souqalbuhair
  2020 – Present
• Technical Support Team Lead
  Company
  2016 – 2019
• IT & Customer Support Engineer
  Company
  2010 – 2015

Education

• MCA
  Master of Computer Applications
  Computer Applications
• BCA
  Bachelor of Computer Applications
  Computer Applications

Skills

• Technical Support
• Incident management
• Customer Success
• SLA Compliance
• System Administration
• BMC Remedy
• IT Operations
• Freshdesk
• ticketing system usage

Courses & certifications

• CCNA (Cisco Certified Network Associate) · Cisco
• Microsoft Systems Engineer Training · HCL
• ITIL Foundation Knowledge
• SOC Level 1

🏆 Achievements & awards

• 300+ Inquiries/Mo

  Managed high-volume incident tickets and user inquiries with exceptional quality metrics.

• 95% SLA Compliance

  Maintained high team operational standards for response times and overall incident resolution.

• High FCR Rate

  Drove effective root-cause analysis to minimize recurring escalations and maximize First Contact Resolution.