Summary
Overview
Work History
Education
Skills
Languages
Timeline
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MOHAMED HIFAZ FAIZ

MOHAMED HIFAZ FAIZ

Dubai

Summary

Dynamic and results-driven professional with hands-on experience in IT support and sales operations. Skilled in troubleshooting technical issues, managing customer relationships, and delivering tailored solutions to meet client needs. Adept at bridging the gap between technical support and business development, ensuring seamless service delivery, while driving revenue growth. Known for strong communication skills, a customer-centric approach, and the ability to work effectively in fast-paced environments.

Overview

11
11
years of professional experience

Work History

Reporting Manager Service Desk

HCL Technology
Colombo
10.2021 - Current
  • Monitored and analyzed service desk performance metrics to identify trends, improve response times, and ensure high levels of customer satisfaction across support and sales operations.
  • Prepared and delivered detailed reports on service desk and sales KPIs to senior management, supporting data-driven decision-making, and strategic planning.
  • Collaborated with the sales team to track client inquiries, support tickets, and upselling opportunities, ensuring seamless communication between service and sales functions.
  • Led cross-functional meetings to align service desk operations with sales objectives, driving process improvements, and enhancing client engagement and retention.

IT Sales Executive &System Administrator

Holoteq Group Qatar
Doha
11.2018 - 05.2021
  • Identify and engage prospective clients to promote IT products and services, tailoring solutions based on client needs and business goals.
  • Manage and maintain IT infrastructure, including servers, networks, and user systems, ensuring optimal performance and security.
  • Provide technical pre-sales support, including product demonstrations, solution design, and proposal development, in collaboration with technical teams.
  • Monitor system performance and troubleshoot issues, implementing upgrades and patches to ensure system reliability, and minimize downtime.

IT Salesperson

Verger Delporte Qatar LLC
Doha
05.2017 - 10.2018
  • Identify and Pursue Sales Opportunities: Proactively research and reach out to potential clients to generate leads, present IT products or services, and build a strong sales pipeline.
  • Understand Client Needs: Consult with customers to understand their technical requirements, and propose tailored IT solutions that meet their business goals.
  • Deliver Product Demonstrations and Presentations: Conduct in-depth product demos, explain technical features in layman's terms, and address customer questions to drive interest and close deals.
  • Maintain client relationships and achieve sales targets: Follow up with existing clients to ensure satisfaction, manage renewals or upsell opportunities, and consistently meet or exceed monthly and quarterly sales targets.

Customer Service Executive

Habib Bank Sri Lanka
Colombo
02.2016 - 03.2017
  • Resolve Customer Inquiries: Address and resolve customer queries related to banking products and services, such as account balances, transactions, loans, and credit cards, through phone, email, or in-person support.
  • Handle Complaints Efficiently: Manage and escalate customer complaints in a professional manner, ensuring timely resolution, while maintaining high levels of customer satisfaction.
  • Promote banking products: Inform customers about new products, services, and promotions, and assist in cross-selling appropriate financial solutions based on customer needs.

Student Counselor

ESoft Metro Campus Sri Lanka
Colombo
05.2014 - 01.2016
  • Supervise and support counseling staff: Lead, mentor, and provide guidance to a team of student counselors, ensuring adherence to institutional policies, ethical standards, and best counseling practices.
  • Develop and implement counseling programs: Design and oversee student development initiatives, including mental health awareness, career planning workshops, and academic support programs, to enhance student well-being and success.
  • Monitor Student Progress and Interventions: Evaluate student cases, coordinate intervention strategies, and ensure timely and appropriate support for students facing academic, personal, or emotional challenges.
  • Collaborate with Academic and Administrative Teams: Work closely with faculty, parents, and school leadership to address student needs, promote a positive school environment, and support holistic student development.

Education

BTEC Higher National Diploma - Computing And System Development

I.D.M City Campus
Colombo, Sri Lanka
12.2016

Cisco Certified Network Associate - Networking

Self-Study
Sri Lanka, Sri Lanka
02.2020

Diploma in Software Engineering - Computing

ESoft Metro Campus
Colombo
05.2016

Certificate in Network Administration - Networking

Turn Key
Colombo
11.2012

Skills

  • Leadership and team handling
  • Problem solving and risk management
  • Customer relations and engagement
  • Data analysis and performance monitoring
  • Sales collaboration and reporting
  • Relationship building

Languages

English, Tamil, Sinhala

Timeline

Reporting Manager Service Desk

HCL Technology
10.2021 - Current

IT Sales Executive &System Administrator

Holoteq Group Qatar
11.2018 - 05.2021

IT Salesperson

Verger Delporte Qatar LLC
05.2017 - 10.2018

Customer Service Executive

Habib Bank Sri Lanka
02.2016 - 03.2017

Student Counselor

ESoft Metro Campus Sri Lanka
05.2014 - 01.2016

BTEC Higher National Diploma - Computing And System Development

I.D.M City Campus

Cisco Certified Network Associate - Networking

Self-Study

Diploma in Software Engineering - Computing

ESoft Metro Campus

Certificate in Network Administration - Networking

Turn Key

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MOHAMED HIFAZ FAIZ