IT Support/ System Administrator

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ID : 1012

Education level : Bachelor's degree

Work experience level : Expert- (more than year 7)

Work experience in total : Years

Job type : Online

Job time : Maandelijks

Last date of registration :

2022-11-23

A competent IT support professional with a proven track record of providing specialist technical and helpdesk support. Extensive experience of working in the front line helping clients and colleagues resolve complex technical IT issues. Possessing excellent client facing skills, natural problem solving and analytical skills and able to contribute to the development of best practice, procedures and policies within a company.

Service Desk Analyst - HCL Technologies Lanka (Private) Limited - (October 2021 – Present)

Provide Level 01 Technical Support and FCR solutions.
Categorize and record reported queries and provide solutions
Escalate, if needed, unresolved problems to the next level of support.
Create/ Update/ Follow up tickets in the ServiceNow tool.
Assist staff with technical support or desktop/laptop computers, applications, printers and related technologies.
Keep track of request and make sure they are implemented as planned.
Assist staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines.
Work with vendor support contacts to resolve technical problems.
Work with service desk and RDS as appropriate to determine and resolve problems received from clients.
Respond to support requests from service desk, users and other infrastructure teams.

Desktop Support Executive - ITX360 (Pvt) Ltd A, subsidiary of Expolanka Holdings PLC -(February 2020 – January
2021)

Responding to client support requests.
Traveling to the client’s location or connecting via remote link.
Troubleshooting hardware and software issues.
Installing and maintaining hardware and computer peripherals.
Installing and upgrading operating systems and computer software.
Troubleshooting networking and connection issues.
Completing job reports and ordering supplies.

Executive Retailer Management - Envoy Ortus (Pvt) Ltd - (March 2018 – June 2019)

Maintaining and updating member enrolment database.
Maintaining statistical and financial records.
Sharing the point’s status report with the sales team.
Entering invoices based on SOP.
Database management and reporting.
Providing technical support across the company.
Monitoring and maintaining computer systems and networks.

System Administrator - Ebeddingsets - (February 2017 – February 2018)

Build and maintain the website using WordPress platform.
Providing day-to-day user support & managing and monitoring of backups.
Providing maintenance support and break-fix solutions.
Troubleshooting technical problems and implementing solutions.
System upgrades at workstation & Asset management.
Maintaining websites and related domain administration.

System Administrator - SBT Sri Lanka International (Pvt) Ltd - (May 2015 – February 2017)

Maintaining and administrating computer networks and related computing environments including computer hardware, systems software, application software, and all configuration.
Installing and configuring computers, servers, printers, scanners, CCTV networks, security systems and Wi-Fi networks.
Resolved various technical problems ranging from PC's, hardware, software, network printers, LAN/WAN.
Monitored network performance to determine whether adjustments needed to be made and determined where changes will need to be made in the future.
Maintaining up to date Antivirus levels on all machines.
Manage Asterisk server and maintain the uptime.
Configure 3CX and create VOIP accounts for new recruits.
Maintained PABX and CCTV systems with the support from vendors.
Providing technical support across the company.

ISP Assistant Technician - Qatar Technology Group, Qatar - (September 2013 – December 2014)

Providing Internet, Telephone Line and Internet Protocol TV services to business premises and residencies.
Upgrading and migrating the connection from ADSL to fiber.
Work as part of a proactive team of support staff responsible for delivering a high quality, customer focused professional service.
Providing the very highest level of technical support and customer service.
Supervising the technical team.

Windows Server 2012
ServiceNow
Bomgar
Asterisk
3CX
FreePBX
Office 365 administration
Unifi Routers & Switches
LAN & WAN Networks
Windows, Linux & Mac
pfsense Firewall
Hardware Exposure
Problem identification
End User Support

Problem solving
Customer service skills
Troubleshooting
Team work
Desktop Support
Organizational

CCNA
- Outing & Switching
- Turnkey IT Campus – 2020
M C S A
- Installing and Configuring
- Windows Server 2012 R2
- Turnkey IT Campus – 2015
Windows Network
- Administration
- Installing and Configuring
- Windows Server 2012 R2
- Turnkey IT Campus – 2015

Windows Server, 2012, ServiceNow, Bomgar, Asterisk, 3CX, FreePBX, Office 365 administration, Unifi Routers & Switches, LAN & WAN Networks, Windows, Linux & Mac, pfsense Firewall, Hardware Exposure, Problem identification, End User Support, Problem solving, Customer service skills, Troubleshooting, Teamwork, Desktop Support