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mohammed fazil

Tech Support Specialist | Microsoft 365 Expert | IT Manager | System Administrator

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Intro
Gampola, Sri Lanka
Studied Computer Networking & Security at Esoft Metro Campus
Studied at British College of Applied Studies
Studied at Esoft Metro Campus
Studied at British Council
Studied at Doulingo Platform
Information Technology & Services
upwork.com/freelancers/~01b5e9668b30b77c02
Joined September 21, 2022

Skills

Languages

English
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Native or Bilingual
Tamil
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Native or Bilingual
Sinhala
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Native or Bilingual
About
I've worked in the IT/BPO business for over ten years and have significant experience delivering level 1 to level 3 desktop assistance, including password reset, account provisioning, OS/Application problems, and server provisioning and maintenance. • Mainly Provide the tier 3 technical support to helpdesk center and customer I have expertise managing the day-to-day operations of the service desk as well as doing engineer tasks because I come from the engineer ranks. Establishing a VOIP solution, implementing a new ticketing system, and pioneering offshore IT support are just a few of the projects I've worked on that focus on bringing technology to increase system capabilities while reducing costs. I like getting to know my clients and their businesses in order to guarantee that the services we give are in accordance with their goals. • Customer support experience / General customer support skills • CRM suite knowledge • Native or equivalent English language skills as well as proficiency in communication with customers • Talent for identifying problems and responding to them efficiently • Ability to handle inquiries with speed and efficiency • Flexibility + being able to adapt to working with our wide range of services • Knowledge of REST / Web APIs is a plus I also have experience in the following areas Hp switches ( command Line ) Various firewalls ( sonic Walls, GTA, Fortinet ) Mikrotik routers Tcp/ip stack Vpns Vps ( Hyper V & VMWARE ) Hyper V Cluster Management Windows server administration Linux server administration Wireless networks DNS Administration cPanel Support Plesk Support Active Directory Administration / Support Microsoft Exchange Administration / Support Windows Desktop Support General Networking PRTG Monitoring ( including setting up a fresh Server ) Windows Servers 2008R2 onwards Collaboration with different resolver groups Dispatches network migration support PC and OS troubleshooting (Dell) Virtual environment ITIL trained Remote Desktop tools: • ConnectWise Control • Windows remote desktop • GotoAssist /Citrix • Bomgar • Webex
Experience
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Kale Logistics Solutions Pvt. Ltd.
Jun 2021 – Jul 2022
JFK
IT Manager
As the IT manager, I was responsible for overseeing all technical concerns and troubleshooting issues with the IT team here. I was also in contact with new clients during product launches and demos.
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Intelligent iT NYC
Nov 2021 – Jun 2022
New York
IT Administrator
• Office 365 administration • Google Workspace administration • Implemented federation between Google Workspace and Office 365 • Veeam backup • Mosyle • Windows and MacOS troubleshooting
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Ragnarok NYC
Feb 2020 – Apr 2022
New York
IT Administrator
Tech stack is proof point, Google Workspace, Slack, MS 365 apps, Azure, MDM, Mosyle, InTune • Veeam backup • Mosyle • Google Workspace administration • Federation between Google Workspace and Office 365 implemented • MacOS and Windows technical problem fixing
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Proshore
Feb 2019 – Aug 2021
Kathmandu
Technical and End-user support (Part time)
Provide 1st and 2nd Line technical support for all IT Infrastructure and Applications utilized within Proshore Group, Including; Microsoft, Intel, Wide Area Network (WAN), and Local Area Network (LAN). Some of the responsibilities include the following: - Maintenance of laptops and PCs /users administration - Maintenance of servers and networks - Installation of software upgrades on laptops/PCs.
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TEK EXPERTS
Sep 2015 – Jan 2017
United States
Technical Support Engineer & Project Manager – Level 2
• Act as the primary technical contact, deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including, issues escalated to the highest level of management • Collaborate on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems • Collaborate with subject matter experts and escalation managers when additional support is needed.
Education
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Esoft Metro Campus
Diploma in Network Engineering & Computer hardware, Computer Networking & Security
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British College of Applied Studies
Diploma in psychology
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Esoft Metro Campus
BEng (Hons) in Computer Networking & Security
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British Council
International English Language Testing System (IELTS)
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Doulingo Platform
Duolingo English Certification
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