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IT Support
ID : 1664
Education level  : Master'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 :
2022-12-28
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Profile description

IT Technology Operation plus IT Support Services professional who is having with 20+ years’ experience and widely and deeply knowledgeable in all aspects of IT Services management in coordination with ITIL framework standards. Strengths include.

  • 5+ Years of experience with IT Technology Operation Management,
  • 20+ Years' experience with Network and Systems Administration and,
  • 15+ Years of experience with IT Support Services
Work experience In details :
Job position
Job description

Assistant Manager (IT Support) - Prima Management Service (PVT) Ltd - (April 2016 – to Date)

  • Reporting to the Country IT Head, responsible with IT support service technology operation for 1000+ users in 9 offices locations Sri Lanka, Singapore and Australia.
  • Manage and provide 24x7 IT technical support center operations and with maximum queue efficiency.
  • Develop efficient Helpdesk support model with Manage Engine Service Desk Application and streamlining and automating the processes and tasks related to IT Service Desk team and End User Services.
  • Working with cross functional teams for root cause examination, Input to post incident management information reporting, establishing improvement actions and preventing recurrence of known problems.
  • Provide regular helpdesk performance and incident status reports.
  • Conduct administrative processes within the 30 members of IT Support Team plus set deadlines and identify and deliver trainings for IT support staff.
  • Manage the project of IT support services for World Bank and International Finance Corporation Monitoring Fund Sri Lanka country office's locations.

Team Lead (IT Support) - (August 2008 to March 2016)

  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages. 2. Work closely with product and DEV teams, and participate and follow up in iteration, release and roadmap planning timely.
  • Windows active directory and Exchange Server user administration, system maintenance and technical support.
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls and security.
  • Provide timely desktop user support and management for domestic and overseas offices.
  • Maintenance documents of system and user manuals, license agreements, modifications and upgrades, timely
    renewal of AMCs and documenting all correspondence and troubleshooting, follow up supplier visits and
    maintenance.
  • Responsible for the management and control of IT Assets and Software Licenses.

Network Administrator - RoomsNet International Private Limited - (April 2003 to July 2008)

IT Consultant - 3Way Freight International (Pvt) Ltd - (February 2005 to August 2006)

Assistant Network Administrator - Sasianet (Pvt) Limited - (July 2000 to March 2003)

Computer Technician - Readywaer Industries Private Limited - (November 1999 to July 2000)

Technical Support Executive - ACAL Systems Private Limited - (May 1999 to October 1999)

Data Management Assistant - Chart Financial Consultants - (April 1998 to May 1999)

Hard skills
  • IT Helpdesk Support
  • Remote IT Support Services
  • Route Cause Analysis
  • Network & System Administration
  • ITIL Best Practices
  • Windows Server OS
  • MS Exchange / 0365
  • MS Active Directory
  • Incident Management
  • Wireless, VOIP
  • End User Training
Soft skills
Achievements
  • Certificate in IT Services Management - Information Technology Infrastructure Library - (ITIL V2)
  • CCNA Routing and Switching + Voice Certification
  • Microsoft Certified Professional (MCP) | Microsoft Certified Systems Administrator (MCSA)
  • Microsoft Certified Systems Engineer (MCSE) | Microsoft Certified Technology Specialist (MCTS)
  • Microsoft Certified IT Professional (MCITP)
  • CompTIA Linux+ Certification (CompTIA Linux+ XK0-002)
  • Preliminary Certificate in Marketing - Sri Lanka Institute of Marketing (SLIM)
Special notes
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