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Mukarram Niyas

@mukarramniyas

Service Desk Analyst at HCLTech Sri Lanka supporting Active Directory migrations, user access, and P1/P2 incident resolution.

Sri Lanka

Message

What I'm looking for

I’m looking to grow into system engineering and infrastructure-focused roles, bringing my customer-first approach to technical support and solutions.

At HCLTech Sri Lanka, I support Active Directory migration calls and provide second- and third-level support. I manage user access across Active Directory, Office 365, and Azure Active Directory.

I handle P1 and P2 tickets through ServiceNow, including incident management, problem resolution, and root cause analysis. My work also includes system integrations, SQL queries and data fixes, and UAT system testing.

Before moving into IT support, I worked in sales at Global Solutions BPO and Bizmatex BPO. With a foundation in Software & Network Engineering, I’m interested in growing into system engineering and infrastructure-focused roles.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Analyst

Current

HCLTech Sri Lanka

Jan 2024 - Present (2 years 9 months)

Supporting day-to-day Aspects of the level 3 migration calls of the Active directory during business hours meets the SLA and QOS Level
2 nd / 3rd Level Support
Assist with System Integrations
Application Analysis & Problem Solving
Coordinating with Vendors to resolve any issues which needs vendor Support
Sales force User & Access Management
Creating User & Providing User Access in AD / Applica

Senior Sales Marketing Executive

Global Solutions BPO

Mar 2023 - Jan 2024 (10 months)

Worked as Senior Sales Marketing Executive at Global Solutions BPO.

Sales Executive

Bizmatex BPO

Aug 2021 - Aug 2023 (2 years)

Worked as Sales Executive at Bizmatex BPO.

Diploma of Education, Information Technology

2022 - 2022

Beacohall International School

G.C.E Ordinary Level

2008 - 2021

I am Muhammed Mukarram Niyas, a dedicated individual who completed education at Beaconhall International School, successfully achieving the GCE O level. Recognized for my commitment to excellence, I had the privilege of serving as a head prefect, where I demonstrated leadership qualities and contributed to the overall well-being of the school community. My academic accomplishments and leadership e