Waleed Bin Munir Email & Phone Number

Australia

Technical Support and Issue Resolution: Delivered exceptional desktop support and remote technical support, Resolving over 95% of issues on first contact withaverage issue handling time of 9 Minutes. Expertly managed hardware and software support, including, Microsoft Azure, and Intune, to ensure seamless systemfunctionality for over 1,000 users.•Customer Experience and Stakeholder Engagement: Provided individual support to staff, ensuring timely resolution of ICT issues in managed and non-managedenvironments. Successfully onboarded over 50 stakeholders annually, guiding them through ICT systems and best practices while maintaining clear communication.•System and Asset Management: Monitored and supported ICT operations using asset management systems, ensuring accurate tracking and deployment of over 500devices. Ensured compliance with organizational methodologies and improved system reliability by implementing enhanced monitoring procedures.•Team Development and Strategic Innovation: Acted as a coach for IT Support team members, leading knowledge-sharing initiatives and improving team performanceby 30% through constructive feedback and training. Identified and implemented modernized technical solutions aligned with organizational strategies, reducingoperational inefficiencies by 5%.

Dubai, United Arab Emirates

IT Support and Troubleshooting: Coordinated activities within a team of 10 IT Support professionals, identifying, diagnosing, and resolving 95% of technical issueswithin SLA timelines. Delivered multi-channel support (telephone, email, remote connection, and JIRA) to ensure sustainable and effective solutions for a user.•Customer-Centric ICT Support: Provided individualized support to over 250 staff annually, resolving ICT challenges with PCs, laptops, printers, and internet access inboth managed and non-managed environments. Escalated 5% of unresolved complex issues to senior coordinators, maintaining clear communication and ensuringtimely resolution.•Operations Monitoring: Managed and tracked IT assets using asset management systems, VMware, and Microsoft Azure. Ensured compliance with organizationalprocedures , reducing system downtime by 5% and increasing operational reliability.•Team Coaching and Innovation: Mentored 5 junior IT Support team members, conducting training sessions and providing constructive feedback to improve individualcapabilities and overall team performance by 90%. Implemented technical solutions, aligned with strategic objectives, which streamlined workflows.

Melbourne, Victoria, Australia

• Configured hardware, devices, and software to set up workstations for employees.• Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.• Monitored systems in operation and input commands to troubleshoot areas such as network and internet.

Bachelor'S Degree, Computer Systems Networking And Telecommunications

Activities and Societies: - Academic Projects - Lead Team of 5 in Final project - Assigning task and Responsibility -Communication.

Professional Year, Information Technology

Activities and Societies: - Communication in Australian work environment - Entry and Advancement - Professional Environment