Mohammad Faizan

IT Support and Network professional with hands-on experience in server administration, network troubleshooting, Active Directory and Microsoft 365 management, IT helpdesk support, and IT asset documentation across enterprise and telecom environments. Skilled in maintaining system uptime, resolving hardware/software issues, and antivirus management. Experienced in incident data analysis and SLA reporting using ServiceNow and Jira.

Committed to ensuring the smooth, secure operation of IT systems and infrastructure, with immediate availability to relocate to Saudi Arabia

IT Support Engineer – Network & Infrastructure Support at Centillion Networks Pvt. Ltd. (An Osmose Company) (2025-01 – Present)

Responsible for providing L1/L2 technical support for enterprise IT infrastructure, managing network incidents, and supporting telecom wireline environments including FiberCop projects.

• Supported global users from Italy-based projects, coordinating connectivity, access, and incident resolution with zero SLA escalations.
• Logged and analyzed incident data following SLA-based support processes, improving resolution traceability and reporting accuracy and gained hands-on exposure to fiber optic infrastructure and physical network cabling during telecom network deployments.
• Provided L1/L2 support for enterprise IT infrastructure, endpoints, and network issues via ServiceNow.
• Troubleshot network connectivity issues involving TCP/IP, DNS, DHCP, LAN/WAN, and VPN using Ping, Tracert, and IPConfig.
• Administered Active Directory and supported Microsoft 365 user environment, including account provisioning, password resets, account unlocks, and access management.
• Assisted with configuration and troubleshooting of windows server, routers, switches, and network devices including post-implementation validation.

Service Desk Analyst at GeBBS Healthcare Solutions (2023-08 – 2025-01)

Delivered first-level technical support for end users across Windows desktops, laptops, and applications, ensuring SLA compliance and quality incident resolution.

• Managed incidents and service requests via Jira Service Management while maintaining SLA compliance.
• Performed Active Directory administration including user account creation, password resets, and access control.
• Resolved user connectivity issues including LAN, Wi-Fi, VPN, and basic network troubleshooting.
• Installed, configured, and maintained desktops, laptops, printers, and IT peripherals across the organization.
• Escalated complex technical issues to L2/L3 support teams following established IT support procedures.

Bachelor of Electrical and Electronics Engineering in Electrical and Electronics Engineering – Jawaharlal Nehru Technological University of Hyderabad (JNTUH) (2020 – 2023)

Diploma in Electrical and Electronics Engineering in Electrical and Electronics Engineering – Telangana State Board of Technical Education and Training (TS SBTET) (2017 – 2020)