IT Support & Operations Specialist
-32% Average resolution time • 94% Tickets inside SLA
Arjun NairTurning busy service desks into calm, predictable systems.
I’m an IT support and operations specialist with five years on a 24/7 service desk for a regional logistics group. I fix what’s broken quickly, then fix the process so it doesn’t break again.
A
Arjun Nair
IT Support & Operations Specialist
Open to IT support and operations roles in the UAE
Average resolution time
-32%
Tickets inside SLA
94%
Users supported
600
Cover with a regional team
24/7
Skills snapshot
Service desk
4
Ticket triageSLA managementRoot cause analysisKnowledge base articles
IT support
5
Windows & macOSMicrosoft 365 adminIntuneActive DirectoryPrinters & scanners
Networks
4
Wi‑Fi troubleshootingVPNDHCP & DNS basicsCisco Meraki
Automation
3
PowerShellExcel & Power AutomateDashboard reporting
People
3
Onboarding & trainingClear user communicationVendor coordination
Experience timeline
I look after 600 users across three countries: laptops, Microsoft 365, access and the network basics that keep warehouses running. I write things down, so the next person doesn’t start from zero.
-32% Average resolution time
94% Tickets inside SLA
600 Users supported
24/7 Cover with a regional team
IT Support Specialist
Gulfway Logistics
- Run first and second line support for 600 staff across offices and warehouses.
- Rewrote the triage rules and templates, cutting average resolution time by a third.
- Moved 400 laptops to Intune with zero lost working days.
- Built a Power BI view of ticket trends that the operations team reviews every week.
Service Desk Analyst
Northstar IT Services
- Handled 40–60 tickets a day for UK retail clients, by phone, chat and email.
- Wrote 80 knowledge base articles that the team still uses.
- Trained six new analysts on tools, tone and escalation.
Education & certifications
Education
BSc Computer Science
Key certifications
ITIL 4 Foundation
Microsoft 365 Certified: Modern Desktop Administrator
CompTIA Network+
Contact
Open to IT support and operations roles in the UAE
Turning busy service desks into calm, predictable systems.
Phone
LinkedIn
WhatsApp
Location
Dubai, United Arab Emirates