Mufariz Mohamed
Dubai
Summary
With over 20 years of experience in IT, expertise as a highly skilled IT professional dedicated to delivering reliable and efficient IT solutions. Ability to troubleshoot and apply ITIL processes enhances capacity to manage and optimize IT service delivery. Committed to continuous learning, staying at the forefront of advancements in security, project management, and ITIL practices. Building strong client relationships and providing exceptional customer support are areas of excellence, ensuring the success of IT initiatives. Currently seeking opportunities to leverage skills in hardware and network management, ITIL processes, and project coordination to drive the success of future IT projects.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Information Technology Service Desk Manager
Protech
03.2021 - Current
- Team Management: Overseeing the service desk team to ensure high-quality customer service and support
- Policy Development: Developing and implementing service desk policies and procedures to enhance service delivery
- Performance Monitoring: Monitoring service desk performance metrics and reporting on service levels to track effectiveness
- Collaborative Problem Solving: Collaborating with IT teams to resolve technical issues and improve overall service delivery
- Staff Training and Mentoring: Training and mentoring team members to enhance their technical skills and overall performance
- Incident Management: Managing incidents and service requests efficiently and in a timely manner
- Process Improvement: Identifying opportunities for process enhancement and implementing best practices
- Compliance Assurance: Ensuring compliance with ITIL or other relevant frameworks to adhere to industry standards
- Asset Management: Overseeing the effective management of IT assets, including hardware and software inventory, to ensure optimal resource utilisation and compliance with licensing agreements
Service Desk Lead - Sri Lanka
Protech
08.2019 - 02.2021
- Ensured SLA metrics improve by implementing effective strategies
- Managed escalations and provided 1-to-1 feedback to Service Desk agents
- Conducted training sessions to enhance the skills of Service Desk agents
- Established and improved processes to optimize service delivery
- Collaborated with cross-functional teams to resolve complex issues
- Promoted a positive and efficient work environment within the Service Desk team
L2 IT Specialist
Protech
07.2017 - 07.2019
- Aligned to ITIL methodology for incident, request, and change management
- Led successful Office 365 migration projects
- Planned and designed Azure Security Policies and CA Policies
- Managed Azure Cloud Computing, Active Directory, and DirSync
- Administered Office 365 Hybrid platform with On-Prem Exchange 2013
- Handled Microsoft Teams administration and call routing integrations
- Diagnosed and resolved a wide range of Windows applications and networking problems
- Interacted with various computer platforms in a client-server environment
- Installed, upgraded, and provided support for enterprise applications on Windows Server 2008/2012
- Collaborated with experts and vendors to escalate and resolve complex issues
- Managed helpdesk ticketing system (Service Now) to ensure timely incident resolution
- Conducted interviews and provided training for new recruits and the L1 Team
- Maintained up-to-date knowledge of operating systems and application software
Information Technology Technical Support
Protech
11.2015 - 06.2017
- Delivered on-call customer support, systematically diagnosing and resolving technical issues to ensure continuous business operations
- Conducted cabling and set up LAN infrastructure for corporate clients, following precise installation protocols to establish reliable network connectivity
- Installed, configured, and troubleshooted operating systems and application software, applying standardized procedures to maintain system integrity and performance
- Methodically troubleshooted LAN and wireless network issues, utilizing structured problem-solving techniques to restore network functionality efficiently
- Consistently adhered to ITIL best practices, managing incidents and service requests within established Service Level Agreements (SLAs), ensuring compliance with organizational standards
IT Workshop Technician
Monusco-UN
11.2013 - 10.2015
- System Configuration: Installed, configured, and upgraded operating systems using SCCM ghosting and standardised administrative packages, tailoring applications to departmental needs
- Hardware Installation: Managed the installation, maintenance, and repair of IT hardware, including laptops, desktops, monitors, network switches, printers, projectors, scanners, digital senders, CCTV cameras, and related equipment
- Ensured proper assembly and configuration during network installations and office reconfigurations
- Technical Troubleshooting: Diagnosed and resolved issues with electronic components and circuit boards using multimeters, soldering irons, and specialized tools
- Applied a methodical approach to troubleshooting, ensuring efficient repairs and minimal downtime
- Project Leadership: Led hardware installation projects, including CCTV systems and network-related equipment, ensuring seamless integration through careful planning and execution
- User Support: Acted as a primary technical resource, systematically assisting users in resolving equipment and data-related issues
- Provided expert advice and implemented solutions or coordinated with external providers when necessary
- ITIL Foundation 4: Applied ITIL Foundation 4 principles to optimize IT service management
- Focused on aligning IT services with business goals, enhancing service delivery, and maintaining consistent service management practices
- Procurement: Conducted needs assessments and provided well-justified recommendations for hardware and software acquisitions, contributing to informed decision-making for IT resources
- Reporting: Produced detailed reports on faulty IT equipment for write-off or disposal, maintaining accurate database records of disposed items
- Continuous Improvement: Stayed updated on emerging hardware, software, and network technologies
- Recommended systematic improvements to enhance performance and ensure continuous operation
IT Executive
Finco Technologies (Pvt) Ltd
02.2006 - 10.2013
- Desktop and Server support in the Organization
- Experienced in virtual desktops and VPN configurations
- Worked with N-able monitoring and management software
- Knowledge on RDP, AD and hypervisors
- Worked with SLA's, KPI's, user monitoring and resolution
- Knowledge on TCP/IP, DNS, DHCP, Active Directory and SNMP
Computer Hardware Technician
Qtronics Systems
11.2004 - 01.2006
- Providing customer hardware support
- Providing technical and phone support
- Installation of operating system and application software
- Trouble shooting various computer hardware issues
Education
Bachelor of Information Technology - Information Technology
IIC University of Technology
09.2023
CCNA -
Turnkey
12.2015
GCE Ordinary Levels -
Asoka Vidyalaya
12.2002
Skills
- Asset Management
- Teamwork
- Information Technology
- Service level management
- ITIL framework
- Incident management
- Escalation management
- Positive attitude
- Customer service
Certification
ITIL Foundation Level
Languages
English
Tamil
Sinhalese
Hindi
Timeline
Information Technology Service Desk Manager
Protech
03.2021 - Current
Service Desk Lead - Sri Lanka
Protech
08.2019 - 02.2021
L2 IT Specialist
Protech
07.2017 - 07.2019
Information Technology Technical Support
Protech
11.2015 - 06.2017
IT Workshop Technician
Monusco-UN
11.2013 - 10.2015
IT Executive
Finco Technologies (Pvt) Ltd
02.2006 - 10.2013
Computer Hardware Technician
Qtronics Systems
11.2004 - 01.2006
CCNA -
Turnkey
GCE Ordinary Levels -
Asoka Vidyalaya
ITIL Foundation Level
Bachelor of Information Technology - Information Technology
IIC University of Technology
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