Mohamed Farshath

Curriculum vitae PERSONAL INFORMATION Mohamed Farshath Huremuša 20, 71000 Sarajevo (Bosnia and Herzegovina) (--Skype Farshath123 Sex Male | Date of birth 17/06/1985 | Nationality Sri Lankan, Sri Lankan WORK EXPERIENCE 01/07/2016–30/08/2018 IT Executive - Service Delivery Landmark Group - Dubai, Dubai (United Arab Emirates) Managed, monitored, and various ticketing systems to ensure prompt and proficient delivery of services. ▪ Implemented ITIL compliant change management process using standard IT Infrastructure Library (ITIL) and IT Service Management (ITSM) methodologies. This included a Technical Advisory Board (TAB), and Change Advisory Board (CAB), and standard change request form used for all changes. Process issues dropped from 134 in the previous year to 29 over the following 12-month period, a 78% improvement resulting in significantly improved customer satisfaction. ▪ Was the primary point of contact for escalations for abnormal and difficult situations ▪ Quarterly report publication and customer meetings to review SLAs/OLAs ▪ Generated trend reporting and identified actions to improve service delivery. ▪ Facilitated Service Delivery Reviews/Problem Management Reviews between the business and IT suppliers to determine the root cause of outages and delays, and required actions to be put in place to avoid them in the future 02/03/2008–30/06/2016 IT Executive IT Service Desk Landmark Group - Dubai, Dubai (United Arab Emirates) ▪ Provides first level assistance for defined problems and escalated tickets as necessary. ▪ Tracked calls and documented problems into issue tracking software, consults knowledge database to optimize resolutions and follows through on resolution with callers. ▪ Provided PC hardware and software support to end-user ▪ Installed PC and related peripheral equipment for end-user ▪ Maintained statistical reports and documentation, including problem/trouble and departmental statistical and effectiveness reporting ▪ Set up user accounts, process move, transfer and user change forms ▪ Provided after-hours assistance ▪ Handled over 60 service requests/ incidents per week, resolving at least 75% of calls handled ▪ Assisted Service Desk managers with administrative duties, providing work designations and assignments as necessary 25/09/2006–01/03/2008 Data entry operator Home Centre LLC, Dubai (United Arab Emirates) ▪ Enter and updates data daily ▪ Use various databases to store and manage data ▪ Generate bi-weekly reports 21/10/18 © European Union,- | http://europass.cedefop.europa.eu Page 1 / 8 Curriculum vitae Mohamed Farshath ▪ Ensure that entries are correct and complete ▪ Contact customers to clarify incomplete or unclear information ▪ Cross-reference data reports with customer logs ▪ Compile and organizes customer data ▪ Maintain confidentiality of sensitive information ▪ Respond to internal requests for access to protected files ▪ Answer main phone line and directs callers to appropriate areas EDUCATION AND TRAINING 02/10/2009–01/09/2013 Bachlor of Information Technology ( External ) University Of Colombo, Colombo (Sri Lanka) 01/07/2000–15/07/2001 Diploma in Information Technology Australian High School of Business & Computing, Colombo (Sri Lanka) 03/02/2002–29/04/2002 Microsoft Office - Proficiency The Academic Council of NIIT, Colombo (Sri Lanka) 01/02/2015–01/02/2015 ITIL Foundation Certification ITIL, Dubai (United Arab Emirates) PERSONAL SKILLS Mother tongue(s) English, Tamil, Arabic, Hindi, Urdu, singhalese Foreign language(s) English Hindi UNDERSTANDING SPEAKING WRITING Listening Reading Spoken interaction Spoken production C2 C2 C2 C2 C1 C1 C1 C1 C1 A1 Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user Common European Framework of Reference for Languages Communication skills Communication Skills ▪ Excellent written and verbal communication skills ▪ Confident, articulate, and professional speaking abilities (and experience) ▪ Empathic listener and persuasive speaker ▪ Writing creative or factual ▪ Speaking in public, to groups, or via electronic media ▪ Excellent presentation and negotiation skills Business/Sales Skills ▪ Possess entrepreneurial spirit ▪ Competitive attitude Problem Solving Skills 21/10/18 © European Union,- | http://europass.cedefop.europa.eu Page 2 / 8 Curriculum vitae Mohamed Farshath ▪ Combine patience, determination, and persistence to troubleshoot client issues ▪ Dynamic, results-oriented problem solver ▪ Easily understand and solve technical problems ▪ Handling complaints from parents, clients, customers, or citizens ▪ Skilled at evaluating options and generating solutions ▪ Strong problem-solving and analytical skills ▪ Troubleshooting equipment or situations Multicultural/Diversity Skills ▪ Culturally sensitive and internationally traveled leader ▪ Experienced in successful management of diverse groups of people ▪ Proven adaptability to differing cultural and business environments Teamwork/Team Player skills ▪ Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times ▪ Thrive in a team environment and work well with others ▪ Enjoy working as a team member as well as independently ▪ Team leader and team player Organisational / managerial skills Management/Supervisory Skills ▪ Able to lead others in high-demand situations ▪ Coaching, guiding, or tacking ▪ Delegating tasks or responsibilities ▪ Demonstrated leadership ▪ Evaluating performance, programs, processes, or events ▪ Extensive experience providing project management and consulting services in _______ ▪ Group facilitating, managing group interactions ▪ Planning, budgeting, goal setting, or scheduling ▪ Proven leadership and organizational abilities ▪ Strongly committed to team-building and staff development ▪ Supervising people or processes ▪ A genuine desire to achieve, excel and evolve ▪ Ability to grasp new ideas and integrate them into desired results ▪ Ability to work independently in a fast-paced environment ▪ Able to coordinate several tasks simultaneously ▪ Able to handle challenges, with proven history of increased productivity ▪ Able to prioritize and operate proactively ▪ Analyzing situations or data ▪ Assembling equipment or data ▪ Commended for reliability and trustworthiness Job-related skills Knowledge, Skills, Abilities & Other: 1. Strong written and verbal communication skill. 2. Computer skills : Working with browsers (IE, Chrome, and Firefox), experience with Microsoft Office Products 2010, 2013, 2016, and Office 365. 3. Experience with Windows 7, Windows 8.1, Windows 10. 21/10/18 © European Union,- | http://europass.cedefop.europa.eu Page 3 / 8 Curriculum vitae Mohamed Farshath 4. Able to work flexible hours including nights, weekends and holidays. 5. Ability to work well on a team and independently. 6. Ability to manage specific processes and tasks in the department under supervision Digital skills SELF-ASSESSMENT Information processing Communication Content creation Safety Problem solving Proficient user Proficient user Basic user Independent user Proficient user Digital skills - Self-assessment grid Other skills ▪ Adaptability ▪ Multitasking ▪ Leadership ▪ Management ▪ Teamwork ▪ Problem-solving ▪ Collaboration ▪ Time management ▪ Empathetic ▪ Prioritizing ADDITIONAL INFORMATION Computer SKills ▪ Handled Major Incidents related to Oracle based retail Applications ( Oracle RMS, WMS, SIM and EBS financial business suits ) ▪ Excellent and Indepth knowledge in IT integration with Business specially in retail enviorment ▪ Worked in various ServiceDesk Ticketing Applications including Manage engine servicedesk plus and Jira. ▪ Gained Data analytical skills through various reporting platforms such as QlikView, BI Business Intelligence, MS Excel. ▪ Comfortable working on various operating systems and platforms like Windows, Mac OS. ▪ Good at market research as well regarding application and new technology being used in application creation ▪ Good at trouble shooting and can deliver work in all the stipulated deadlines ▪ Good at working in a team environment and can comfortably work with other collegues ANNEXES ▪ BIT.pdf ▪ IMG-5715d26729e65bdcf79e62833a615cfc-V.jpg ▪ IMG-bcba605f994ca14ce56d09cb--V.jpg ▪ IMG-290baaa114768ddc97d2683ed53409db-V.jpg 21/10/18 © European Union,- | http://europass.cedefop.europa.eu Page 4 / 8 European skills passport Mohamed Farshath BIT.pdf 21/10/18 © European Union,- | http://europass.cedefop.europa.eu Page 5 / 8 European skills passport Mohamed Farshath IMG-5715d26729e65bdcf79e62833a615cfc-V.jpg 21/10/18 © European Union,- | http://europass.cedefop.europa.eu Page 6 / 8 European skills passport Mohamed Farshath IMG-bcba605f994ca14ce56d09cb--V.jpg 21/10/18 © European Union,- | http://europass.cedefop.europa.eu Page 7 / 8 European skills passport Mohamed Farshath IMG-290baaa114768ddc97d2683ed53409db-V.jpg 21/10/18 © European Union,- | http://europass.cedefop.europa.eu Page 8 / 8