Job Search Status
Open to workDesired start date: Open to discussion
Work Type
Full TimeLocation Preference
HybridOn-SiteOpen to relocation: Yes
Open To Work
Mohamed Salman
Colombo
Work Preference
Summary
I’m a proactive and curious IT professional with a passion for technology, problem-solving, and continuous learning. With hands-on experience across service desk operations, infrastructure, and customer-facing support, I bring a strong mix of technical know-how and clear communication. I thrive in fast-paced environments, stay calm under pressure, and enjoy turning complex issues into simple, effective solutions. Adaptable, resourceful, and committed to growth, I’m always ready to learn, collaborate, and make a meaningful impact.
Overview
5
5
years of professional experience
4
4
Certifications
Work History
System Engineer
Brennan
Colombo
01.2024 - Current
- Delivered prompt L1 and L2 support for hardware, software, and user access issues via Freshdesk, phone, and email for multiple clients.
- Provided end-to-end IT support within Service Desk team across diverse infrastructure and business applications, quickly adapting to complex client environments and contributing to knowledge development.
- Act as a primary support engineer within the Service Desk team, resolving a wide range of IT incidents and service requests across a user base of 2500+ clients.
- Provided Level 1 and advanced troubleshooting for desktop, network, security, and infrastructure layers, including escalation handling.
- Maintain ownership of tickets and ensure timely resolution in accordance with SLAs. Created and maintained detailed client-specific knowledge base documentation, improving service desk efficiency and first-call resolution rates.
- Resolved issues efficiently in unfamiliar technical areas by leveraging internal expertise and collaboration as a go-to engineer within the team.
- Supported team growth by mentoring new engineers, ensuring knowledge transfer, and upholding best practices in line with ITIL principles.
- Consistently achieved KPIs and played a vital role in maintaining high customer satisfaction scores.
- Supported various technologies including ServiceNow, Android and iOS devices, MS365, and IP telephony systems to enhance user productivity.
- Conducted troubleshooting and resolved technical issues promptly.
- Advised customers on use of products or services.
- Avoided data loss by creating back-ups of programs.
Medical Documentation Specialist
MedSource Healthcare LLC
Colombo
04.2022 - 10.2024
- Analyzed medical data to support primary care physician's team, collaborating with specialists including cardiologists, nephrologists, and dermatologists to ensure comprehensive patient care.
- Established document control procedures to ensure adherence to compliance standards.
App Operations Specialist
PickMe (Digital Mobility Solutions Lanka (PVT) Ltd)
01.2021 - 01.2023
- Installed, configured, upgraded, and maintained PICK-ME Food App to ensure smooth user experience.
- Maintained and updated app to enhance functionality and optimize performance.
Education
BSc (Hons) - Cyber Security and Digital Forensics
Kingston University
Colombo01-2023
HND - Computing in Network Engineering
ESOFT Metro Campus
Colombo01-2023
Diploma - Business Management
ESOFT Metro Campus
01-2018
Diploma - Information Communication Technology
ICBT Campus
Colombo01-2017
Skills
- Information security
- Cybersecurity frameworks
- Security protocols
- Microsoft 365 Security
- ITIL Implementation
- Server management
- Network troubleshooting
- System monitoring
- Virtualization
- Hardware/software setup
- Operating systems
- Quality assurance
- Security audits
- Team Collaboration
Certification
AB-900
Accomplishments
Recognised with Cultural Awards for Own IT category within a short period of time, nominated by peers across Australia and Sri Lanka for exceptional contribution, training and work ethic.
Timeline
System Engineer
Brennan
01.2024 - Current
Medical Documentation Specialist
MedSource Healthcare LLC
04.2022 - 10.2024
App Operations Specialist
PickMe (Digital Mobility Solutions Lanka (PVT) Ltd)
01.2021 - 01.2023
BSc (Hons) - Cyber Security and Digital Forensics
Kingston University
HND - Computing in Network Engineering
ESOFT Metro Campus
Diploma - Business Management
ESOFT Metro Campus
Diploma - Information Communication Technology
ICBT Campus