IT support specialist

IT support specialist
ID : 1847
Education level  : Diploma
Work experience level  : Experienced- (4-7 year experience)
Work experience in total  : Years
Job type  : Online
Job time  : Maandelijks
Last date of registration :
Profile description

To secure a responsible & a challenging position in a progressive organization that would provide an opportunity for personal growth & career advancement, as well as an opportunity to contribute towards the growth of the organization. Skill Highlights

Work experience In details :
Job position
Job description

Technical and system administrator - Takaful Insurance - (October 2022 Present)

  • Dealing with L0 to L2-related problems
  • Taking care of Cisco communication management
  • Controlling the web servers and the exchange server
  • Taking control of the FortiGate firewall
  • Taking over the server room and all the servers

Senior IT support specialist - HCHCL technologies - (September 2022 - August 2022)

  • Working as an L1 and L2 agent to support end users, analysing closed agent tickets, and sending a report by the end of the shift.
    • To keep login efficiency (availability) high for customers.
    • Ticket resolution within agreed-upon SLAs for ticket volume and time
    •  Monitoring), regulatory requirements, and company policies
    • First Call is responsible for ensuring a positive customer experience and CSAT.
    • To ensure a positive customer experience and CSAT through First Call Resolution and a minimum average handling time (AHT), rejected resolutions/Reopen Cases
    • To keep track of shift/escalation procedures and process compliance by updating work logs.
    • Work on activities that add value, such as Update of knowledge base and development.
  • Activity Summary
    • Analyst would be responsible for handling L1 and L2 issues reported with the Apps & Infra Helpdesk, which may include, but not restricted to the following:
    • Receive calls, emails, and web-tickets from end users and other Agency Service Desks / Help Desks, and create Incident or Service Request tickets, logging all relevant information.
    • Tracking and categorizing incoming incidents or service requests, and initially attempting solutions
    • Provides an initial assessment of categorization & priority for reported incidents and incidents.
    • Service Requests are processed, and initial support is provided, with the goal of achieving a higher level of first contact resolution.
    • ensures that incidents and service requests are appropriately escalated & assigned to the appropriate support groups.
    •  Assist Service Desk Management & Incident Management with hierarchical escalation.
    • Communicate with end users about the status of incidents, service requests, and changes.
    • Compiles data for management information and reporting by entering incidents.
    • Maintains Incident ownership, ensuring status updates and resolution in accordance with SLAs.
    • Provide feedback to Service Desk Management on opportunities for Continuous Improvement.
    • Working with both internal (Problem Management, second line) & external support teams to properly redirect incidents

IT support specialist - MAS Holdings, Colombo - (October 2020 - January 2022)

  • Main Responsibilities
    • Manage and monitor all installed systems and infrastructure which are only in the plants.
    • Install, configure, test and maintain operating systems, application software and system management tools.
    • Handling day-to-day issues as a 1 level IT admin from the calls, tickets, emails, and from the teams.
    • Mainly if there was an issue with a server in the plant, we must solve it through remote access with PAM and ILO
    • Maintain security, backup, and redundancy strategies.
    • Provide 1st and 2nd level support.
    • Liaise with vendors another IT site admin personnel for problem resolution.
  • Activity Summary
    • Handling issue is receiving through the calls while we are in the A minimum 30 calls for the day.
    • Achieved the highest levels of productivity, handling over 1,000 calls per week and averaging 200+ calls daily.
    • Handling issue that coming through the teams.
    • Earned solid reputation for resolving complex issues and providing exceptional customer service.
    • Receiving issues and requests from mails related to the server, active directory, day to day issue, O365
    • Licensing issues, and NAS server access grading issues
    • Escalated issues as needed & maintained communication with customer and technical teams. Extensively utilized Remedy to record and track issues.
    • While we are in the Q, we need to look into the tickets assigned to us and maintaining the SLA.
    • Configuring the VM servers and HOST servers as per the request through the mails and tickets
    • Handling issues with azure laptops and desktops using endpoint and azure.
    •  Checking cloud alerts daily and investigating
    • Worked independently on Sundays providing sole support for international operations.
    • Launched user feedback survey based on input from Help Desk Institute to gauge customer.
      satisfaction and support Continuous Improvement.
    • Diagnosed and resolved hardware/ software connectivity issues. Created user accounts for Critix servers.

IT supports specialist - Allianz insurance, Colombo 09 - (February 2019 - October 2020)

  • Main Responsibilities
    • Managing Active Directory function and collaborate the day today operational jobs schedules and allocate to the job roles to the help desk engineers.
  • Activity Summary
    • Directs the preparation & installation of network software.
    • Active Directory user creation, access right granting and OU maintenance.
    • Answering for tickets, emails and telephone enquiries and fix it through remotely.
    • Assisted customers having hardware, software and networking issues.
    • Directs the diagnosis and resolution of network software problems.
    • Installing & configuring windows 7/8/10 operating systems in the PCs andlaptops.
    • proficient in handling escalated calls and providing technical support to end users.
    • Microsoft outlook configuration, backup, troubleshooting.
    • Directs the performance of equipment repair, the building of cables, and the replacement of boards and components to identify or remedy failures.
    • provide helpdesk support to end-user's proprietary software.
    • Troubleshooting laptops users using Team viewer.
    • Resolving citrix issues.
    • Troubleshooting network issues in head office and branches.
    • Troubleshooting printer issues and adding printers
    • I am provided the remote support using following software Team Viewer, VNC, remote desktop.
    • Assist technical staff to check and ensure resolution of all issues to achieve all objectives.

IT Help desk support - Janashakthi Insurance PLC, Colombo 09 - (October 2018 - February 2019)

  • Implement and provide the solutions in Janashakthi Domain.
  • Installation and troubleshooting the Software & Hardware.
  •  Configuring and maintaining the LAN & WAN networks.
  • Troubleshooting the internet and Email problems.
  • Handling all branches and coordinating IT problems in branches and the head office.
  • Coordinating with SLT for VPN problems.
  • Troubleshooting ADSL problems.
  • Design and cabling the internal LAN for the branches.

IT Help desk support - Mercu Cita Manufacturing Sdn.Bhd Shah Alam, Malaysia -(February 2016 - April 2018)

  • Controlling AD and pfsense.
  • Support for the domain end users.
  • Troubleshooting (window 7, Windows 8, Windows10)
  • Troubleshoot printer's issues.
  •  Checking out all the Branch's cashier PC’s
  • Troubleshooting network issues.
  • Troubleshooting cashier PC’s and getting a weekly report.
  • Troubleshooting laptops.
Hard skills
  • Word Press
  • Windows servers and POS system, servers
  • Web controlling
  • Linux OS
  • MS windows server 2012 r2 ,2003,2016 and2008
  • Network troubleshooting
  • Proxy servers (pfsense)
  • POS system equipment
  • VMware environment
Soft skills
  • Certifications
    • Completed Computer System Diploma in (SG academy) in Malaysia.
    • City and Guilds Diploma in IT System Support
  • Achievements in IT
    • Installing citrix to janashakthi domain all branch PS’s
    • Involved to New server room migration of the project
    • Technology and Application experience
Special notes

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