Faizal Mohamed
Summary
IT Services and Operations Manager with a decade of experience in information technology operations and technical support. I excel in managing IT operations, infrastructure, and service delivery, ensuring compliance with policies and procedures while driving continuous improvement. My commitment lies in delivering exceptional service and ensuring smooth operations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Operations & Service Delivery Manager
Core Edge Technology LLC
Dubai, UAE
01.2020 - Current
- Managed a team of 15 IT specialists, delivering support to 18 clients and assisting more than 600 users
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Directed daily IT operations to ensure reliable and efficient IT services
- Managed service desk functions, handling incident and problem management, change management, and service requests
- Established and Monitored SLOs, Key Performance Indicators (KPIs), and benchmarks to evaluate IT service efficiency
- Created and managed service level agreements (SLAs) to meet both business needs and client expectations
- Negotiated contracts with vendors and service providers to secure cost-efficient solutions and timely service delivery
- Increased staff productivity by introducing innovative technology tools that streamlined daily tasks.
- Reduced operational risks by conducting periodic system audits and vulnerability assessments.
- Managed IT budgets, resources, contracts, and vendor relationships to procure cost-effective hardware, software, and services.
Senior IT Operations & Support Engineer
Core Edge Technology LLC
Dubai, UAE
01.2017 - 12.2019
- Supervised daily IT infrastructure operations, addressing network concerns and supervising backup protocols
- Managed both physical and virtual server systems, including Windows and Linux environments
- Directed network operations, overseeing LAN/WAN, VPN, DNS, DHCP, and wireless networks
- Handled IT helpdesk operations, including ticket management, prioritization, and resolving issues
- Worked with cross-functional teams to strategize and implement IT projects like system upgrades and migrations
- Implemented security protocols to safeguard against cybersecurity threats and ensure compliance with regulations
- Conducted training sessions and promoted knowledge sharing to enhance team skills and effectiveness.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Troubleshot complex issues under tight deadlines, prioritizing tasks effectively to minimize disruptions to ongoing operations.
- Maintained technical fluency in required equipment and networking hardware for assigned jobs and facilities.
- Managed vendor relationships to negotiate cost-effective service contracts and obtain the best possible pricing on equipment purchases.
- Streamlined IT support processes, resulting in faster issue resolution times and increased customer satisfaction.
IT Support Engineer
Core Edge Technology LLC
Dubai, UAE
01.2014 - 12.2016
- Delivered technical support and resolved IT issues within a large-scale environment encompassing systems and applications
- Installed and maintained hardware and software across diverse systems, ensuring smooth operations and robust security
- Assisted in migrating in-house servers to the Azure cloud platform
- Managed Windows, Mac, and Linux environments proficiently
- Configured and upheld SonicWall and FortiGate firewalls to fortify network security
- Administered Office 365, Microsoft Exchange, and Google Workspace to facilitate dependable email communication
- Managed servers from HP, Dell, and IBM to uphold optimal availability and performance
- Deployed and oversaw routers, switches, and access points from Cisco, TP-Link, D-Link, and Linksys
- Installed and maintained desktops, laptops, workstations, and all-in-one (AIO) systems from HP, Dell, and Lenovo
- Configured and managed NAS devices from Synology, QNAP, WD, and Seagate
- Deployed and managed security solutions from ESET, SOPHOS, KASPERSKY, and McAfee to mitigate threats
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Provided support for applications including Microsoft Office, Adobe, Slack, Teams, and MyQ
- Implemented and managed Hyper-V virtualization solutions to optimize resource utilization
- Utilized ServiceNow and Jira for IT service management and issue tracking
- Installed and supported time attendance/biometric devices, POS systems, barcode devices, and telecom devices
- Employed TeamViewer and other Remote Access tools for efficient remote support and system management.
Junior IT Support
VM Infotech
Tamil Nadu, India
09.2012 - 08.2013
- Supervised Windows and Linux servers, including management of Active Directory, DNS, DHCP, and file/print services
- Performed routine system updates, patches, and upgrades to maintain system stability and security
- Monitored network performance and resolved connectivity issues as needed
- Provided support for new technologies and system upgrades.
Education
Bachelor of Science - Computer Science And Engineering
Anjalai Ammal Mahalingam Engineering College
TamilNadu, India07.2012
Skills
- IT Service Management (ITSM)
- IT Operations Management
- IT Infrastructure Management
- Technical Support
- Server Administration
- Project Management
- Network Administration
- Contracts and Vendor Management
- IT Asset Management
- Procurement
Certification
- Microsoft Certified Systems Engineer (MCSE)
- Cisco Certified Network Associate (CCNA)
- Fortinet Network Security Expert NSE1, NSE2 & NSE3
- ITIL Foundation
- Agile Scrum Certification
- Diploma in Computer Application (DCA)
- Programming Technology (P. Tech)
- CompTIA A+
Projects
- System Upgrade and Migration - Aerogulf Services LLC, Al Maktoum Airport, Dubai, 2020
- Incident Management Improvement & Service Level Improvement - AirChateau International, Dubai South, Dubai, 2023
- Network Infrastructure Upgrade - Casinetto Trading LLC, DIP2, Dubai, 2019
- Helpdesk System Implementation - Casinetto Trading LLC, DIP2, Dubai, 2021
- Disaster Recovery Plan Development - Ebara Pumps Middle East, JAFZA, Dubai, 2022
- Endpoint Security Enhancement - Union Industries LLC, Al Quoz, Dubai, 2018
- IT Infrastructure Project - PSJV Power Plant, Duqm, Oman, 2023
- Server Project - Hub Parking LLC, Al Quoz, Dubai, 2022
Skills
- Problem-Solving
- Adaptability
- Strategic Planning
- Risk Management
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Disclaimer
I affirm that all information presented in this CV is true and accurate to the best of my knowledge.
Timeline
IT Operations & Service Delivery Manager
Core Edge Technology LLC
01.2020 - Current
Senior IT Operations & Support Engineer
Core Edge Technology LLC
01.2017 - 12.2019
IT Support Engineer
Core Edge Technology LLC
01.2014 - 12.2016
Junior IT Support
VM Infotech
09.2012 - 08.2013
Bachelor of Science - Computer Science And Engineering
Anjalai Ammal Mahalingam Engineering College