Mir Zaid Ali

IT Support Analyst | Enterprise IT Operations &

Service Desk Professional

Delivering Enterprise IT Support & Operational Excellence

IT Support and Business Operations professional with international experience across enterprise technology support and client-facing environments in India and the UAE. Experienced in Active Directory, Office 365, Incident Management, SLA-driven support, and enterprise service operations. Currently based in Germany with immediate availability.

13+ years of international experience across UAE and UK
Self-Sponsoring in Germany

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About Me

ABOUT ME

I am a versatile professional with over 13 years of experience in Business Development, client relationship management, and IT Service Desk operations.

I have spent nine years in the UAE working with leading organizations such as BOSCH and Emirates Group, managing client relationships, supporting business growth, and delivering strong customer experiences.

Currently, I work as a Service Desk Senior Analyst supporting Barclays UK through HCLTech, handling high-volume IT support in a large enterprise environment while maintaining high service standards.

I bring a strong combination of business and technical expertise, effective communication skills, and the ability to adapt quickly in dynamic environments. I am now seeking opportunities in Germany and am eligible to work under the Chancenkarte visa with independent relocation readiness.

SKILLS

Incident Management
SLA Management
Ticket Resolution

Active Directory

Office 365

Outlook

ITSM Tools

Documentation

Escalation Handling

EXPERIENCE

HCL Technologies – Barclays UK

Information Technology Analyst

October 2022 – May 2026

Nagpur, India

• Deliver enterprise-level IT support for banking users through calls, emails, and ticketing platforms while ensuring
adherence to SLA-driven support processes.

• Resolve issues related to Active Directory, Office 365, Outlook, password resets, and user access management to maintain uninterrupted business operations.

• Manage incident and service request queues across multiple support channels by prioritising tickets based on business impact and resolution timelines, achieving 95% SLA compliance.

• Escalate complex technical issues to L2 and L3 support teams with structured troubleshooting documentation and detailed incident analysis.

• Maintain high levels of customer satisfaction within a high-volume banking environment through effective communication and timely issue resolution.

Seris Parfums Pvt. Ltd.

Business Development Executive

October 2019 – September 2022

UAE / India

• Generate and convert B2B sales leads through consultative engagement strategies across regional commercial markets, contributing to 20% growth in repeat client business.

• Develop long-term client relationships by aligning product offerings with customer requirements and business objectives.

• Coordinate with marketing teams to support lead generation campaigns and improve customer acquisition activities.

• Prepare quotations, conduct follow-up discussions, and manage client communication throughout the sales cycle.

• Contribute to revenue initiatives by identifying new business opportunities and expanding existing customer accounts.

Vibrant Space Technical Services LLC

Business Development Executive

October 2017 – October 2019

Dubai,UAE

• Develop sales pipelines and identify commercial opportunities for technical services across B2B customer segments.

• Prepare business proposals, pricing documentation, and commercial presentations to support client acquisition activities.

• Negotiate commercial terms and coordinate contract discussions with prospective customers and stakeholders.

• Conduct market research and competitor analysis to identify growth opportunities and strengthen market positioning.

• Maintain strong customer relationships through regular account engagement and service coordination activities.

Masters Exhibitors Technical Services LLC

Business Development Executive

May 2016 – September 2017

Dubai,UAE

• Manage B2B sales activities and maintain customer relationships across commercial client accounts.

• Conduct market analysis and track sales performance metrics to support business development initiatives.

• Generate leads and coordinate follow-up activities to strengthen customer acquisition efforts.

• Collaborate with internal teams to support proposal preparation and client servicing requirements.

• Maintain customer records and sales documentation to support reporting and operational tracking.

Multi Global Trading LLC

Sales Coordinator & Graphic Design Support

August 2012 – April 2016

Dubai,UAE

• Support sales operations through quotation preparation, order processing, and coordination of customer requirements.

• Coordinate with clients, suppliers, and internal teams to ensure timely execution of commercial orders and deliveries.

• Design branding materials and promotional assets for marketing campaigns and customer engagement initiatives.

• Assist sales teams with documentation, reporting, and customer follow-up activities across multiple accounts.

• Maintain organized sales records and operational documentation to support day-to-day business activities.

Achievements

ACHIEVEMENTS

Resolved 30+ IT support tickets daily with 95% SLA compliance in a high-volume enterprise environment (Barclays UK).

Provided technical support to 91,000+ end users, ensuring minimal disruption to business operations.

Improved issue resolution time by 20% by developing and implementing a structured troubleshooting knowledge base.

Achieved 96% service quality score by delivering consistent and effective customer support.

Managed client relationships and business development activities across the UAE market, contributing to long-term client retention and repeat business.

Handled end-to-end customer interaction including issue resolution, coordination, and communication across technical and non-technical stakeholders.