Zorain Noor
IT Support Engineer
karachi, Pakistan
#OpenToWork
About
IT Support Engineer with 5+ years of experience in Tier 1–3 technical support, troubleshooting, and system administration.
Strong in Windows OS troubleshooting and patching, endpoint and server administration, network issue diagnosis (TCP/IP fundamentals), and monitoring uptime and security patch status. Sustained a 97% CSAT score under strict SLA targets and maintains clear, audit-ready documentation. Holds a Bachelor of Engineering in Computer Systems Engineering.
Communicates clearly with non-technical users and solves problems methodically.
Experience
IT & Operations Support Specialist
Jan 2025 – Present
• Provide Tier 1–2 IT and operational support for a high-volume platform, troubleshooting system incidents and escalating complex issues to Engineering with clear diagnostic context.
• Manage a continuous queue of support tickets and resolve issues within committed SLA timeframes, working with Engineering, Compliance, and Operations.
• Write and maintain technical runbooks and knowledge-base articles that standardize troubleshooting steps and reduce repeat tickets.
• Keep accurate, audit-ready support and system documentation, and give management clear status updates.
IT SupportSLA ManagementTechnical Documentation
Clipboard Health (USA)
Tier 2/3 Technical Support Engineer
Jan 2021 – Jan 2023
• Delivered Tier 2 and Tier 3 technical support to a global user base, sustaining a 97% CSAT score under strict SLA pressure.
• Diagnosed system and application issues with SQL queries and diagnostic tools, finding root causes of recurring problems.
• Tracked every issue, resolution, and follow-up in Salesforce, keeping organized and accurate records.
• Walked non-technical users through complex fixes in simple, step-by-step instructions.
SQLSalesforceIT Support
UltraEdit (USA)
Data Administrator – Systems & Compliance
Jan 2020 – Jan 2021
• Administered large-scale Oracle database systems and supporting servers for a federal authority, ensuring data integrity, uptime, and compliance.
• Monitored system performance and security status in real time, finding and fixing issues before they caused operational failures.
• Maintained structured IT and compliance documentation supporting audit readiness and standard operating procedures.
Oracle DatabaseServer AdministrationIT Compliance
Civil Aviation Authority of Pakistan (CAA)
Education
Mehran University of Engineering & Technology (MUET)
Bachelor of Engineering · Computer Systems Engineering
2022
Certifications
UI/UX Design & Product Management – Coursera
Coursera
2023 – No expiry
Exercising Leadership – Harvard University
Harvard University
2022 – No expiry
Microsoft Office Specialist – Expert (Microsoft 365)
Microsoft
PMI-CPMAI – AI Project Management
PMI
Certified Automation Expert – Make (Integromat)
Make (Integromat)
Skills
Microsoft 365Technical DocumentationSLA ManagementSalesforceOracle DatabaseSQLSecurity Patch MonitoringNetwork DiagnosisServer AdministrationWindows OSIT Support
Languages
Sindhi (Full professional proficiency)German (Professional working proficiency)Punjabi (Full professional proficiency)Urdu (Full professional proficiency)
