Athar Ali Ashraf

A Seasoned IT professional with over a decade of success in delivering transformative projects across industries such as education, telecom, banking, software solutions, and managed service providers (MSPs). Skilled in leading cross-functional teams, managing change, and driving business transformation initiatives to streamline operations and improve efficiency. Renowned for consistently delivering projects on time and within budget while maintaining exceptional performance standards.

Proficient in IT support, effectively leveraging tools and applications to optimize departmental productivity. Known for a proactive mindset, strong problem-solving skills, and building impactful relationships across all levels of an organization.

In my current role as a Senior Service Support Engineer at XTIUM, I focus on keeping client systems stable, secure, and running smoothly. I handle day-to-day support requests (L1/L2), troubleshoot issues, and dig into root causes to make sure problems don’t come back again. Alongside this, I proactively monitor client environments using tools like N-Central and NinjaRMM to catch and resolve issues before they impact users.

I also take care of managing change requests, supporting new user onboarding, and ensuring systems are properly configured and up to date. A big part of my role involves working closely with clients—providing clear updates, sharing performance insights through reports, and making sure we consistently meet SLA expectations. Additionally, I manage endpoint security solutions and patching to keep environments secure.

Beyond daily operations, I contribute to improving overall service quality, guide junior team members, and support clients in aligning their IT setup with their business needs.

I hold a Bachelor of Commerce (B.Com) in Information Technology, which provided me with a strong foundation in both business and technical concepts.

Alongside my degree, I have continuously built my expertise through professional certifications, including Certified Ethical Hacker (CEH), Microsoft Azure (AZ-104 & AZ-305), ServiceNow System Administration, and multiple certifications from Sophos, Fortinet, Palo Alto, Acronis, AttackIQ, and 3CX. These certifications have helped me strengthen my knowledge across cloud computing, cybersecurity, and IT infrastructure management.