Suhail Latiff

• Provided Tier 1 and Tier 2 technical support to over 200 users across the Expolanka Leisure cluster (Classic Travel and affiliated companies).
• Handled end-to-end IT support for Classic Travel onsite, ensuring smooth operations across multiple business-critical systems.
• Supported approximately 300 users under EFL after freight industry onboarding, managing hardware, software, and network issues.
• Reduced recurring technical issues from 20 tickets per day to just 40 tickets per month through proactive monitoring, preventive maintenance, and process improvements.
• Collaborated with cross-functional teams as part of the incident response unit, ensuring a quick resolution of critical outages.
• Trained staff on IT best practices, leading to measurable improvements in employee efficiency, and reduced dependency on support.

During the second year of my university, I joined the IT support team as an intern.

• Delivered deskside support by installing, configuring, and troubleshooting hardware and software across the campus.
• Repaired and maintained computer systems, peripherals, and network equipment, reducing downtime for staff and students.
• Acted as the primary liaison for support requests, coordinating with both clients and vendors to ensure timely issue resolution.
• Set up user accounts, devices, and peripherals with correct security configurations, ensuring compliance with IT policies.
• Provided hands-on technical guidance to team members, improving collaboration and knowledge sharing.
• Performed preventive maintenance and minor hardware repairs, extending equipment lifecycle, and reducing replacement costs.

I started out as an intern and was eventually promoted to analy
st after my internship was completed, My responsibilities included:

• Reviewing people, systems, procedures and process and management structures.
• Preparation and delivery of expressions of interest, proposal documents and client presentations as required.
• People management, Project management, Change management.
• Collected data and developed detailed spreadsheets to identify trends and create revenue, profitability, and expense forecasts.
• Reviewed financial reports and streamlined operations to increase productivity and company profits.