MOHAMED FAYAZ
T E C H N I C A L
S U P P O R T
CONTACT
E N G I N E E R
SUMMARY
Results-oriented Senior Analyst with over 9 years of experience in
driving data-driven decision-making within the IT industry. Renowned
-
for transforming complex data into actionable insights that enhance
-
organizational performance and fuel strategic initiatives. Adept at leading
Colombo, Sri Lanka
cross-functional teams and mentoring emerging talent to foster a culture
https://www.linkedin.com/in/
mohamed-azeez-mohamedfayaz/
of collaboration and innovation. Passionate about leveraging analytical
expertise and strategic vision to transition into a managerial role, where I
can empower teams and drive impactful business outcomes in a rapidly
evolving technological landscape.
WORKING EXPERIENCE
TECHNICAL SUPPORT ENGINEER
HCL TECH
August 2021 to PRESENT
Resolved incidents and fulfilled service requests efficiently, ensuring timely
resolution and customer satisfaction
Provided remote technical assistance to onsite resolver teams, enabling them
to effectively address tasks requiring physical presence
Proactively identified and eliminated root causes of recurring incidents,
resulting in a reduction in overall incident volume and improved service
stability
Experience working in a Managed Services Provider (MSP) environment
Supported project teams in the successful deployment of new infrastructure
components, covering both desktop and server environments.
Acted as the primary technical liaison for the managed services team, ensuring
seamless communication and collaboration
Possessed strong working knowledge of essential software applications,
including Microsoft Windows (all supported versions), Microsoft Office Suite,
Adobe Reader, Microsoft Teams, Internet Explorer, and Google Chrome,
facilitating effective user support and troubleshooting
Works effectively with resolver teams and escalates issues appropriately
Excellent verbal and written communication, with a strong customer service
orientation
Effective multitasking and time management skills in a fast-paced
environment
Strong troubleshooting and problem-solving abilities
Proficient in Microsoft Exchange and experienced with IT service management
ticketing systems
Maintain scheduled availability during operational hours
Served as the primary SME for providing expert guidance and insights to
project teams.
Working in ServiceNOW (SNOW) L1, L2, and L3 supports.
Expertized in Windows ADDS/ Citrix workspace & other applications(switching,
routing, VLAN, WLAN, WAN, TCP/IP, Radius, VPN), Azure Cloud Computing
Reporting of escalation and SLA misses
Conducted in-depth DSAT and CSAT assessments to evaluate customer
satisfaction and service effectiveness, leveraging data-driven insights to
enhance customer experience and operational efficiency
Responsibility for the on-call escalation
IT ADMINISTRATOR
LEGADO PVT LTD
October 2016 to June 2021
Manage, Maintain, and Configure the Installation and Implementation of Servers, Network
Implementation, VPN, DNS, DHCP, Active Directory, Firewall, LAN/WAN Network, Web
Server, File Server, Mail Server, Cloud Computing, Switching, Routing, VOIP, Child Server,
Backup Server Database Management & SQL Query Etc.
Well-Developed Administration Skills combined with a Flexible Attitude to Work.
Good Organizational Skills developed in a variety of deadline orientated situations.
Installing CCTV Cameras, PABX, Network Infrastructure, All Type of Servers & Routers.
High-Level Planning, Design, and Implementation of Cloud computing.
Managing Builds, Windows Deployment Services.
Office 365 Hybrid platform administration with On-Prem Exchange 2013.
Maintain accurate documentation for IT procedures, configurations, and incidents to
support efficient operations.
Manage IT assets, including hardware and software licenses, ensuring compliance and
optimal utilization.
IT ASSISTANT
LEGADO PVT LTD
February to October 2016
Coordinating with Managers in Scheduling & Organizing Board Meetings
Efficient and Effective IT Support.
Knowledge of Software Development Visual Studio, Dot Net, HTML, Etc.
Familiar with Windows XP, 7, 8,8.1 and 10. Windows Server 2008 R2, Server 2012 R2, Linux,
Ubuntu, Hyper V.
Troubleshooting Software and Hardware Issues as well as Technical Support.
Assist in data backup and recovery processes to safeguard company information.
Assist in maintaining and updating IT systems and infrastructure to ensure optimal
performance.
SALES EXECUTIVE
May 2014 to November 2015
A R MOTORS
Identify and qualify new sales leads through networking, referrals, and research to drive
Revenue Growth.
Build and maintain strong relationships with clients, enhancing Relationship Building
strategies to foster loyalty and secure repeat business.
Deliver engaging presentations and product demonstrations tailored to client needs,
emphasizing solutions that promote Customer Retention.
Maintain an organized sales pipeline, tracking prospects through the sales process to
optimize Revenue Growth opportunities.
Conduct market research to identify emerging trends and competitive offerings,
supporting initiatives for Customer Retention.
Utilize CRM software to manage customer interactions and track sales activities.
EDUCATION
UVA WELLASA UNIVERSITY OF SRI LANKA
Under Reading Master of Information Technology
UNIVERSITY OF WOLVERHAMPTON, UNITED KINGDOM
1st Class BSc (Hons) in Management of Information Technology
Developed Smart Agriculture System Using IoT
WINSYS NETWORKS, COLOMBO, SRI LANKA
MCSA & CCNA Certification
Hand on Experience & Training
PEARSON EDEXCEL, COLOMBO, SRI LANKA
BTEC HND Diploma in Computing & System Development in Networking & Hardware (QCF)
Developed Digital Signage System Using Raspberry Pi
BCAS (BRITISH COLLEGE OF APPLIED STUDIES), COLOMBO, SRI LANKA
Certificate of Proficiency in English – Pearson Edexcel
Diploma in Information Technology – Pearson Edexcel
Diploma in Hardware Technology with Networking
Diploma in Web Designing
Diploma in Programming
Awarded as Best Performance of Batch Top in Information Technology & English
All Programs are Registered under TVEC (Tertiary and Vocational Education Commission)
Authorized by Government of Sri Lanka.
ZAHIRA COLLEGE, COLOMBO-10
Ordinary Level Examination in 2012
SKILLS
Computer Skills: Microsoft Office (Word, Excel,
ACHIEVEMENTS
HCL TECH
PowerPoint, Access, Visual Basic, Java, SharePoint,
Certificate
of
ITIL, Scrum, Kanban, Agile, IO).
contribution for remarkable support in reducing backlog
Language Skills: Effective Communication Skills in
and receive multiple appreciations from customer
English, Tamil, and Sinhala.
Certificate
Complex troubleshooting and Problem-Solving
contribution for Excellence support in project and for
Team Leadership & Development
being consistent performer in project and very much
Business Intelligence
focused on assign task is outstanding resource in team
Project Management
Certificate of Appreciation for Outstanding performance
Financial Analysis
on service desk-voice (westrock)
Critical Thinking
Certificate of recognition of utmost dedication and
Collaboration
innovative contribution to HCL Tech Sri Lanka
of
Best
Best
performance
performance
in
in
outstanding
Outstanding
COURSES
CISCO
INTRODUCTION TO IOT (CISCO)
January 2023
SKILLSOFT
ADVANCED SCRUM FOR PROJECT MANAGEMENT
September 2021
AGILE HYBRID APPROACHES
September 2021
BUSINESS ORIENTATION: STRATEGIC ORGANIZATIONAL GOALS
September 2021
AGILE PRINCIPLES AND METHODOLOGIES
August 2021
ITIL 4 FOUNDATION: SERVICE MANAGEMENT PRACTICES (PART 1)
August 2021
ITIL 4 FOUNDATION: SERVICE MANAGEMENT PRACTICES (PART 2)
August 2021
NEXTHINK
NEXTHINK INFINITY FUNDAMENTALS
Septemeber 2023
REFERENCES
MOHAMED HIFAZ FAIZ - SENIOR SPECIALIST FROM HCL TECH
Email:-Contact No: -
MR. KISHANTHAN POOBALAN - SPECIALIST FROM HCL TECH
Email:-Contact No: -
