Ali Naleem Email & Phone Number

Colombo, Wp, Lk

Sri Lanka

Tier 2/3 Technical Consultant and System Engineer, Managing HRM Applications in the cloud within ISO 27001 & GDPR Compliant Support Team.Key Duties and Achievements :-• Proactively addressed numerous L2/L3 technical support tickets with 99% SLA adherence by leveraging in-depth system knowledge and past experiences to efficiently resolve application, server, middle-ware, and network issues (Redhat, Ubuntu, Apache).• Delivered exceptional support across the Americas, Europe, and Asia Pacific regions, leading high-priority custom projects crucial for company revenue growth, resulting in remarkable customer success and retention rates.• Led a team of 2 support engineers to automate quarterly system upgrades for 300+ clients,accelerating upgrade and migration timelines by 75%, while managing successful server migrations from onsite to cloud environments (Rackspace/AWS, Azure).• Improved issue resolution by collaborating with the development team, conducting detailed bug analysis, change requests, and root cause analysis (RCA).• Mentored entry-level engineers through bi-monthly training sessions, resulting in 30% faster issue resolution and enriched knowledge base articles by effective technical documentation.• Streamlined middleware setup for LAMP applications and deployment through innovative R&D- based bash scripting, While also implementing configurations for SAML, LDAP, SSL, FTP, and server patching to boost application security and functionality.

Colombo, Western, Sri Lanka

Key Duties & Responsibilities :-• Created and managed Accounts, Devices, Mailboxes & Policy Management in Active Directory.• Managed GENESYS, CRM, and UNFYD, boosting call centre agents productivity by 25%.• Managed & handled Automated Outbound Call system (OBD) and Mapping Interactive Voice Response (IVR)• Assisted with network & internet services, maintained local area networks, and resolved IT tasks efficiently.• Maintained an efficient IT infrastructure by managing and updating hardware, software, and licensing.• Selected cost-effective suppliers, and performed hardware repairs/replacements.• Conducted software & system training sessions for staff and Office 365 package Maintenance• Established and supported a remote work infrastructure, including setup, log management, and on- site IT assistance for branch offices and remote employees.

Colombo, Western, Sri Lanka

• Achieved Personal/Team Sales Incentive Targets consistently throughout the working career in the Organization.• Played a vital role in achieving Company Daily & Monthly Sales Target.• Contributed to team effort by accomplishing Goals & Handled large amount of Incoming Calls during Peak Hours.

Bsc (Hons) In Cyber Security & Digital Forensics, Completed (Pending Results)

Modules - Individual Project - Network & Mobile Forensics - Cyber Security - Internet Protocols and Services

Advanced Level, Commerce

Activities and Societies: - • Committee Manager of the Unique Zahirianz Club of Zahira College Colombo - 2019 /2020 • Member of the Zahira.