Muhammed Fasil

Working for one of the largest Semi-Government real estate management companies in Dubai

• Enterprise IT support for 1,300+ users, delivering seamless operations and high user satisfaction within a complex environment under strict SLAs
• Highly Proficient in Microsoft 365, Intune MDM, Active Directory and Azure user management
• Microsoft Entra and Corporate Share point Administration
• Privileged access management via AD Manager Plus.
• Microsoft Exchange, email security, quarantine handling
• Server handling for bulk screen, shared folders, and printer management software
• MyQ print management solution
• MFA provisioning and compliance
• OpenText ECM Administration and Support – Managing Large Volumes of Data and Information.
• SAP ERP (Basis and SAP S/4HANA) Support, User maintenance module, Connections Configurations, SSO client.
• Coordinating with SAP consultants for all the end user issues until resolution
• Technical support for Oracle Unifier, Primavera P6, Jaggaer, Concept App support
• Onboarding and managing devices via Intune MDM
• Endpoint management with ManageEngine Desktop Central
• L2/L3 support for Windows, Mac, enterprise apps
• Network monitoring and optimization with SolarWinds
• Committed to IT Process Excellence & Secure Connectivity: Implementing and adhering to IT process management frameworks via BMC Helix and Remedy
• Device compliance using Cisco module, Cisco AnyConnect.
• Zscaler VPN and Proxy
• Proactive Threat Mitigation & Incident Response: Leveraging Microsoft Defender to identify and neutralize threats.
• Handling of SOC tickets and implementation of effective phishing prevention strategies
• Assessing Risk-File sharing activities, Inactive users, Suspicious Access towards machine or applications, Bulk downloads incidents in collaboration with SOC incident manager

Worked for a renowned Holding Company overseeing 11 subsidiaries, offering support to 1500 users across diverse domains, Core expertise include

• User management via Entra ID and on-prem AD
• MFA setup, M365 tenant admin, license/security/compliance
• SharePoint site deployment and internal data sharing
• Exchange admin – mailbox, rules, archive, message trace
• Phishing email analysis using firewall/cloud tools
• Azure VM configuration
• ManageEngine Endpoint Central
• Remote troubleshooting – Windows, Mac, Outlook, Teams, Citrix, VDI, VPN, security & enterprise apps
• Incident, request, and problem management via ServiceNow and Freshservice
• End-to-end ticket lifecycle handling
• Knowledge base creation and maintenance
  Problem and change management

Project & Stakeholder Management:

• Project execution with Agile, Scrum, Jira, sprint planning, UAT
• Freshservice and Uniflow implementation (UAT & rollout)
• SSO setup for enterprise applications
• Vendor/stakeholder coordination, evaluation, and requirement gathering
• Business analysis and documentation
• Strong communication; conflict resolution and user handling

Worked for client-facing Business-Tech project, for world's second largest global clothing retailer.

Worked with Application packaging,testing, customization and L2,L3 supporting of Enterprise Business Applications

• UAT execution and issue resolution before rollout
• Collaborated on SCCM automation for app deployment
  User access and license management with usage optimization
• App upgrade/replacement analysis based on cost and user needs
• Stakeholder meetings to translate requirements into technical solutions

Administered incidents, handled problem management, and addressed service requests utilizing ServiceNow

• Ownership of incidents and service requests end-to-end
• Knowledge base creation and maintenance
• Problem and change management
• User access management via Azure
• L2 support for application issues, configuration, and troubleshooting
• Workflow and approval rule development, testing, and deployment

Extensive experience working in an Agile environment.

• Active Agile team member delivering sprint goals using JIRA
• Participated in all Agile ceremonies – stand-ups, sprint planning, reviews, retrospectives, PI planning
• Strong understanding of user stories, grooming, and sprint execution

Worked in a Direct Customer Exposed Business-Tech project

• Worked closely with application owners on any or all of application request phases until completion.
• Maintaining communication and business relation with different stakeholders, business key-users, users, delivery managers.