Fazil Farhan 🇱🇰

Operations Associate

Kalutara, Western Province, Sri Lanka17 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 8 years of IT support experience.
Achieved 95% resolution rate in service delivery.
Led ITSM workflow optimization, reducing MTTR by 30%.

Stackforce AI infers this person is a skilled IT Support Specialist with extensive experience in service management and infrastructure optimization.

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Skills

Core Skills

It SupportCustomer SatisfactionIt Infrastructure ManagementNetwork AdministrationOracle Erp Management

Other Skills

Active DirectoryOffice 365Project ManagementTechnical Support L2IT AdministrationUser Support and TroubleshootingAnalytics & TroubleshootingService Schedule CoordinationIT Infrastructure OperationsVMware vSphereServiceNowDHCPIT ManagementDNSSystem Administration

About

Accomplished IT Support Specialist with over 8 years of experience leading service desk operations in enterprise and MSP environments across Australia, USA, UK, Macedonia, Colombia, and the Philippines. I bring deep expertise in ITIL-aligned service management, Microsoft 365, Azure AD, Intune, and advanced RMM tools, consistently delivering high First Contact Resolution (FCR) and reducing Mean Time to Resolution (MTTR). In my most recent role as an SMC Engineer at 5G Networks, I led ITSM workflow optimization, cutting MTTR by 30%, while at Emapta, I enhanced IT service delivery, achieving a 95% resolution rate. Previously, at Bairaha Farms, I spearheaded IT infrastructure enhancements, deploying ERP solutions that reduced costs and improved workflows. Certified in Azure Fundamentals, ITIL, CEH, and Cisco, I am a results-driven IT leader dedicated to elevating service desk excellence, process optimization, and business continuity, positioning me to drive value in a senior IT support or operations role.

Experience

5g networks ltd

Systems Management Center Engineer

Mar 2024 – Present · 2 yrs

Emapta

IT Specialist

Jun 2022 – Mar 2024 · 1 yr 9 mos · Sri Lanka · Remote

Increased IT support efficiency, enabling 25% faster customer issue resolution.
Optimized IT support efficiency, achieving 25% faster issue resolution and ensuring timely
responses to improve customer satisfaction.
Guarantee client engagement via continuous IT support ticket updates. Expertly managed
expectations, leading to a 20% decrease in customer escalations.
Managed the onboarding and offboarding of employees annually across multiple client accounts, improving efficiency and reducing turnaround time by 40% while ensuring consistent SLA adherence.
Delivering prompt resolutions within 24 hours, resulting in a notable 20% increase in
employee satisfaction by prioritizing efficiency and timely service delivery.

Active DirectoryOffice 365IT SupportCustomer Satisfaction

Bairaha farms plc

IT Executive

Aug 2016 – Feb 2022 · 5 yrs 6 mos · No : 407, Galle Road, Colombo -03

Optimized IT infrastructure through sustained development over six years.
Achieved a 97% satisfaction rating from both management and users post-emails and calls
Strategically plan and implement IT infrastructure, leveraging expertise in managing domain controllers to ensure a robust and secure network environment
Proficiently troubleshoot Apple products, demonstrating a deep understanding of iOS and macOS systems. Administer and oversee all facets of the organization's network, ensuring seamless connectivity and addressing any issues promptly.
Employ SOTI Mobile Control to configure and manage mobile users (Tabs), optimizing mobility solutions for enhanced productivity. Install and configure SAP and SAGE client applications to streamline business processes and enhance efficiency.
Deployed Sophos Endpoint Security, enhancing security by 75%, optimized sales system and
achieved 15% cost reduction
Foster and manage vendor relationships on behalf of the organization, ensuring the procurement of high-quality IT products and services
Collaborated with service providers to reduced average complaint resolution time by 40%
and boosted customer satisfaction by 15%.

Office 365IT Infrastructure ManagementCustomer Satisfaction

U s shipping and cargo services

IT Executive

Jan 2015 – Feb 2016 · 1 yr 1 mo · Sri Lanka

Oversee the maintenance and troubleshooting of server infrastructure, personal computers (PCs), routers, and switches to ensure optimal functionality and address technical issues promptly.
Administer the configuration, management, and maintenance of networking equipment to ensure seamless and efficient operations within the IT infrastructure.
Provide guidance for the organization's IT resources to ensure that they are managed correctly in order to ensure optimal performance, security, and compliance for the organization.
Deploy, configure, and oversee user management through E-set Endpoint Security, ensuring effective implementation and administration in the IT environment.
Administer and monitor user internet access through the E-set Endpoint Administrator console, and undertake the configuration and troubleshooting of users' email systems in the IT environment.

Office 365IT SupportNetwork Administration

Landmark group

IT Executive

Nov 2012 – Jan 2015 · 2 yrs 2 mos · Dammam

Member of Oracle ERP team
Installing, configuring, & administrating oracle application for computers & POS machines
Managing and maintaining oracle server backup
Troubleshooting of computer hardware & network related problems
Managing the Active Directory and maintaining all IT Assets
Assisting corporate clients through remote support
Installing & configuring Sophos antivirus application for users
Configuration& trouble shooting mobile POS system
Configuring and troubleshooting users emails (IBM Lotus Notes)

Office 365IT SupportOracle ERP Management

Nolimit

IT Technician ( COMPUTER HARDWARE & NETWORKING )

Aug 2011 – Nov 2012 · 1 yr 3 mos · Sri Lanka

Planning and implementing LAN, WAN system
Maintaining the Servers, Desktops, Routers and Switches
Configuring and troubleshooting user emails
Providing application installation & basic troubleshooting for Apple related products of the organization
Troubleshooting of computer hardware & network related problems
Installing SQL Server 2000/2005/2008
Involved with ERP implementation project and IT Asset management module

Office 365IT SupportNetwork Administration

E-win networks, sri lanka

Hardware, Network Administration & MCP Lecturer

Feb 2010 – Feb 2011 · 1 yr · Sri Lanka

Lecturing on computer assembling, software installations, basic troubleshooting & Network cable crimping
Basic file sharing, remote access & network troubleshooting
Networking technologies & hardware devices
IP Address implementing concepts
Installing and configuration windows 2003 Server
Configuring Domain server (AD, DNS & DHCP)
Configuring windows routing along with network security
Complete syllabus of Microsoft Certified Professional

Golden college

Hardware & Network Lecturer and Computer Administrator

Sep 2009 – Feb 2010 · 5 mos · Kandy Sri Lanka

Lecturing on computer assembling, software installations, basic troubleshooting & Network cable crimping
Basic file sharing, remote access & network troubleshooting
Networking technologies & hardware devices
IP Address implementing concepts
Installing and configuration windows 2003 Server
Configuring Domain server (AD, DNS & DHCP)
Configuring windows routing along with network security
Administrating and monitoring network infrastructure & managing IT assets
Managing Active Directory users and groups
Configuring and troubleshooting outlook emails