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MOHAMED SAFRAS

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ITSM• AUTOMATION• AI SOLUTIONS

I help organizations deliver exceptional IT support and build intelligent automation that improves efficiency and user experience.

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COPILOT STUDIO
POWER AUTOMATE
POWER APPS
ITSM / ASSYST
AUTOMATION
MICROSOFT 365
SOLVING PROBLEMS.
AUTOMATING SOLUTIONS.
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0
YEARS EXPERIENCE
0
SLA COMPLIANCE
0
USERS SUPPORTED
0
PROJECTS DELIVERED
Mohamed Safras
7+
YEARS EXP.
ABOUT ME

Application Support Engineer & IFS Assyst Consultant

Application Support Engineer with 7+ years of experience providing L1/L2 support in enterprise environments, combined with hands-on experience as an IFS assyst Techno/Functional Consultant.

Strong expertise in ITSM, incident management, SLA-driven support, Active Directory, and IFS assyst configuration, including workflows, forms, and service catalogs. Proven ability to troubleshoot application and infrastructure issues, support end users, and ensure system availability.

Experience in Microsoft Power Platform tools including Copilot Studio, Power Automate, and Power Apps — building intelligent automation on top of day-to-day IT service operations.

LOCATION
Kalmunai, Sri Lanka
ROLE
Senior IT Support Engineer
FOCUS
ITSM & AI Automation
EMPLOYER
IFS
Tamil — Native
English — Fluent
Sinhala — Basic
CAREER PATH

Work Experience

Seven years across web development, IT support, enterprise infrastructure, and IFS Assyst consulting — building toward AI-driven service operations.

Senior IT Support Engineer
JAN 2026 – PRESENT
IFS
  • Delivered L2/L3 IT support as the frontline contact for global users, resolving hardware, software, and network issues within SLA.
  • Managed and escalated incidents through the ITSM tool with clear documentation and accurate impact/urgency classification.
  • Led P1/P2 incidents as Incident Commander, coordinating technical teams and stakeholders to ensure timely resolution.
  • Designed and supported low-code solutions using Power Automate and Power Apps; built and configured Copilot Studio agents for internal service use cases.
  • Mentored junior engineers and managed shift workloads to ensure consistent service quality and SLA compliance.
Techno/Functional Consultant (IFS assyst)
2024 – 2026
IFS
  • Configured and customized IFS Assyst modules to meet presales specifications, including workflows, forms, service catalogues, and automations.
  • Built a library of reusable demos, templates, and documentation, improving efficiency for global presales teams.
  • Conducted customer-facing demos and worked with clients and presales teams to translate requirements into functional Assyst solutions.
  • Applied ITIL best practices to enhance service delivery and supported RFP/RFI activities.
Infrastructure Analyst — Application Support Specialist
2022 – 2024
HCL Tech · Project: FedEx
  • Provided L1/L2 application support to 100+ enterprise users, resolving 30–40 tickets per week while maintaining 95% SLA compliance.
  • Performed Active Directory administration including account unlocks, password resets, group management, and access permissions.
  • Supported Windows Remote Desktop Services and resolved network, VPN, and remote access issues.
  • Logged, tracked, and resolved incidents using ServiceNow in line with SLA requirements.
IT Support Specialist
2021 – 2022
Algorvation Pvt Ltd
  • Provided end-user technical support through phone, email, and chat.
  • Diagnosed and resolved hardware, software, and application-related issues.
  • Ensured timely ticket resolution and maintained accurate support documentation.
Web Design and Developer
2019 – 2021
4G Handloom Pvt Ltd
  • Maintained the company website and Facebook page, ensuring content accuracy and timely updates.
  • Added and managed WooCommerce product listings and configurations.
  • Customized web pages and layouts to improve user experience and engagement.
SELECTED WORK

Projects & Portfolio

From AI service-desk agents to full websites and software builds — a mix of automation, support tooling, and applications.

Ticket CSAT Automation

Automated meeting-room and ticket feedback collection with Teams Adaptive Card requests.

Power Automate

Meeting Room Feedback Automation

Detects completed room bookings via Graph API and triggers structured feedback flows.

Power Automate + Dataverse

Onboarding Automation AI Agent

Streamlines new-hire IT onboarding tasks with a Copilot Studio-driven workflow.

Copilot Studio

KB Creation AI Agent

Generates knowledge base articles from resolved tickets with review and approval steps.

Power Automate + AI

Helpdesk Virtual Agent (L1 Agent)

First-line conversational agent for common IT support requests and triage.

Copilot Studio

Service Desk Feedback Request AI Agent

Sends and tracks post-resolution feedback requests to close the service loop.

Power Platform

Payroll Management System

Desktop payroll processing application built in C#.

C#

Online Message Sending Application

Messaging utility for sending and tracking outbound messages.

C#

NIC Details Finder

Mobile application for extracting identity details from national ID numbers.

HTML · Ionic

4G Handloom Employee Management System

Internal HR and employee management platform.

HTML · PHP

Inventory Management System

Stock tracking and inventory control application.

C#

4GHandloom.com

Company website and WooCommerce storefront — design, content, and product management.

WooCommerce

Algorvation.com

Corporate website supporting the company's IT support services.

Web

LifeBayGroup.com

Business website built and maintained end-to-end.

Web
CAPABILITIES

Skills & Expertise

A blend of ITSM discipline, enterprise infrastructure knowledge, and low-code automation on Microsoft's Power Platform.

IT SERVICE MANAGEMENT

ITIL Service ManagementIncident ManagementProblem Management Change ManagementSLA ManagementService DeliveryRoot Cause Analysis

SYSTEMS & INFRASTRUCTURE

Active DirectoryMicrosoft 365 AdminMicrosoft Entra ID Group PolicyWindows OS SupportRemote Desktop Services CitrixVMwareSQL Basics

POWER PLATFORM & AUTOMATION

Copilot StudioPower AutomatePower Apps Workflow AutomationLow-Code Solution Design

TOOLS & DOCUMENTATION

IFS assystServiceNowL1/L2 Application Support Technical TroubleshootingTechnical DocumentationKnowledge Base Management

EDUCATION

  • Higher National Diploma in Software Engineering — Pearson College London
  • BEng (Hons) in Software Engineering — London Metropolitan University
  • Bachelor of Arts (General) — South Eastern University of Sri Lanka (Reading)

CERTIFICATES

  • IFS Certified Practitioner – Assyst Consultant
  • IFS assyst Support Analyst · IFS assyst Administrator
  • ITIL
  • Amazon Web Services (AWS) Development
  • Infra BTO – Service Desk / Help Desk / RDS
  • Google Certified Digital Marketer — Fundamentals · Google Ads Essential Training
  • Agile Concepts – Basic · HTML & CSS Fundamentals
GET IN TOUCH

Let's Build Something Reliable

Open to opportunities in IT service operations, application support, and Power Platform automation.

EMAIL
safrasmohamed610@gmail.com
PHONE
+94 779 593 910
LINKEDIN
mohamed-safras-0880b6188
LOCATION
Kalmunai, Sri Lanka

Get the Full Resume

Download a complete copy of my resume — experience, certifications, and full project list included.

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