FARAZ SAJID

•Lead Generation: Research and identify potential customers through networking events, LinkedIn and cold emails. •Customer Needs Analysis: Understand client requirements and match them with appropriate products or services. •Sales Pipeline Management: Track leads, opportunities, and follow-ups using HubSpot CRM. •Customer Relationship Management: Build and maintain long-term customer relationships to foster loyalty and encourage repeat business.

• Implemented ITIL-based practices for standardising incident handling, documentation, and escalation. • Integrated Freshdesk with Slack and Microsoft Teams for real-time updates and collaboration. • Developed lead generation strategies and outreach via LinkedIn, email, and social commerce. • Analysed sales funnel performance, implementing process improvements to boost conversion rates.

• Conducted B2B outreach via SEO-driven organic growth strategies and targeted email marketing campaigns. • Researched and created content to generate leads and increase website traffic. • Developed outreach campaigns integrating CRM and marketing automation • Utilised SEMrush to assess competitor profiles and optimise keyword strategies.

•Managed ITSM functions via ServiceNow, including Incident, Problem, and Change Management. •Oversaw full lifecycle of application services from onboarding and integration to support, monitoring, and continuous improvement. •Conducted root cause analyses and implemented long-term solutions for recurring IT issues. •Managed over 300 user support tickets per month with 98% SLA compliance. •Facilitated monthly service review meetings with clients and internal teams to track performance.

•Collaborated with stakeholders to define and monitor the service KPIs. •Ensured adherence to SLAs for service tickets and escalations. •Generated performance reports and dashboards to drive service improvement initiatives. •Implemented cybersecurity measures during Petya attack, enhancing incident response by 15%. •Applied ITIL methodologies to enhance support workflows and SLA adherence •Improved service resolution time by 25% through process automation

•Coordinated with a team of 5 people working on the migration of Office 365 accounts and integrated it into Service Now, increasing the efficiency by 12% •Resolved 50+ customer issues per week, by active monitoring and maintenance of servers globally through the Service Now ticketing tool •Attained the highest “Major Incident” resolution rate, raised by customers globally, leading to a reduced error rate of 5%. Prioritised and successfully resolved 30+ issues weekly that affected over 200 global users.