Open to full-remote roles · Hyderabad, India

Yasir Haque

Enterprise IT veteran using
13+ years of enterprise support experience — Tier-2/3, ServiceNow, Azure AD, Citrix.

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Yasir Haque
13+
Years Experience
95%+
SLA Compliance
3
Live AI Projects

About

The Story So Far

I'm an enterprise IT professional with 13+ years of Tier-2/3 support experience across global financial-technology firms, BPO environments, and operations teams — supporting teams from 5 to 1,000+ people, owning platforms like ServiceNow, Azure AD, and Citrix VDI, and consistently holding 95%+ SLA compliance along the way.

Alongside that, I use AI and automation tools — n8n, Groq LLM, Supabase, REST APIs — to keep sharpening how I solve problems. Three independent projects are the result of applying that curiosity to real operational friction I've spent over a decade diagnosing firsthand.

I use AI tools transparently to accelerate learning and prototyping, because knowing how to work with AI is the skill. Based in Hyderabad, open globally, remote-ready.

Let's Talk →
⚙️

Operational Foundation

13+ years inside enterprise systems — ServiceNow, Azure AD, Citrix, VMware. I know where the friction lives and I automate it away.

🤖

AI-Sharpened Skills

Uses AI and automation tools daily to learn faster and work smarter — three independent projects are proof of that curiosity in practice, not a career pivot.

🌐

Remote-Ready

Disciplined, async-first, results-driven. Comfortable working across time zones with global distributed teams.

Experience

A Decade of Real Problems

EUC Helpdesk Engineer

Feb 2021 – Present

Black Knight India / ICE Data Services

  • Tier-2 & Tier-3 support and platform ownership across enterprise Windows, Microsoft O365, Citrix VDI, Azure AD, and ServiceNow ITSM for a 50-member team at a global fintech firm, consistently meeting SLA targets (95%+ compliance).
  • Escalation specialist for Azure Active Directory, RSA SecurID, and endpoint management queries within the team.
  • Initiated and delivered team refresher training on the BKFS platform — designed and presented the curriculum to peers.
  • Explored internal automation gaps, directly inspiring the self-directed AI portfolio projects detailed below.

Senior Technical Associate

Jun 2018 – Feb 2021

Tech Mahindra BPS

  • Managed reporting and rostering for a team of 600+, scaling to 1,000+ during peak seasons, while maintaining 95%+ SLA compliance across multiple client accounts.
  • Delivered advanced Tier-2 support and mentored junior associates, improving resolution consistency and reducing escalations.
  • Resolved escalated incidents across networking, software, and infrastructure in a high-volume enterprise BPO environment.

Technical Team Leader

Oct 2017 – May 2018

Virtual Touch Pro Tech Pvt. Ltd.

  • Led a 5-member technical support team — daily operations, SLA compliance, quality metrics, and performance management.
  • Redesigned escalation workflows, introducing process changes that reduced resolution backlogs.

Assistant Manager – Operations

Apr 2016 – Jul 2017

Absas Solutions Pvt. Ltd.

  • Managed IT operations and SLA-driven support delivery for a 150-member team, coordinating cross-functional escalation handling toward delivery targets.

Quality Analyst

Oct 2012 – Mar 2016

Eternal Technologies Limited

  • Monitored support quality across teams, identified recurring gaps, and implemented process improvements that raised CSAT scores.
  • Developed scoring frameworks used for team calibration and performance reviews across the organisation.

Projects

Built by Doing

PROJECT_01

Ticket Assignment Automation Tool

A web-based tool that connects to the ServiceNow REST API to pull live ticket queue data and distribute tickets to available agents via round-robin logic — eliminating a daily manual bottleneck observed firsthand in enterprise IT operations.

ServiceNow API Node.js Webhook Logic REST API

Portfolio Project

PROJECT_02

Nur Islamic AI — RAG Knowledge Base App

A live web app where users ask questions and receive answers grounded only in specific uploaded documents — with citations — preventing hallucinations. Includes database-enforced daily usage limits, user auth flows, and a complete RAG architecture. Deployed and installed as a mobile app on a real device.

Groq LLM Supabase PostgreSQL RAG Bolt

Live & Deployed

PROJECT_03

Automated Content Pipeline

An end-to-end n8n workflow that handles content generation and publishing for a YouTube channel — from input data to final published video — with zero manual steps. Chains multiple AI model calls, handles API rate limits programmatically, and manages authentication across services.

n8n YouTube Data API AI Orchestration Webhooks

Portfolio Project

Skills

The Toolkit

Automation & AI

n8n REST API Webhooks Supabase PostgreSQL Groq LLM RAG Bolt Prompt Engineering YouTube Data API AI-Assisted Dev Workflow Automation

Enterprise IT

Help Desk Support Tier-2 / Tier-3 ServiceNow ITSM Ticketing Systems (ServiceNow, CSC) Azure Active Directory Microsoft O365 Citrix VDI VMware Windows OS RSA SecurID Endpoint Management SLA Management Root Cause Analysis

Leadership & Process

Team Training Knowledge Transfer Escalation Handling Process Documentation Cross-functional Coord. Quality Assurance Self-Directed Learning

Contact

Let's Connect

I'm open to remote IT operations and support roles — bringing 13+ years of enterprise experience, sharpened by the AI and automation tools I use to work smarter. Whether you have a specific opportunity or just want to talk shop — reach out.

yasirhaque86@gmail.com +91 62048 43461 GitHub LinkedIn
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