Amith Rathnasiri
IT Specialist
Horana,Western Province
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
11
11
years of professional experience
Work History
Incident Manager, Service Desk Track Lead
HCL Tech
12.2021 - Current
- Managing day to day high priority incidents. Checking opened tickets in all tracks and make sure that the SLA is met.
- Leading IT Service Desk and RDS team with providing guidance with day to day problems.
- Supporting with base level IT support to over 8000 non-technical and technical users across multiple locations with a focus on providing exceptional customer service
- Providing technical support for hardware, software and application issues to resolve problems quickly and efficiently with acting as the single point of contact for day to day IT related queries from users.
- Monitoring all devices are up to date with the latest AV updates and pushing the updates separately through Symantec server which not get the updates automatically.
- Installing and troubleshooting SAP GUI application with various issues from user end.
- Managing users and devices using Azure AD with License management , OU management, password control, bit locker management etc.
- Assisting in the development of new processes that improved efficiency within the department by identifying bottlenecks and recommending solutions
- Creating documents for standard operating procedures(SOPs) related to incident management, problem escalation, etc which resulted in increased efficiencies throughout the organization
- Managing high call volume with tact and professionalism
- Managing call flow and responding to technical support needs of customers
- Remained up-to-date on the latest technologies and solutions applicable to company products
- Using ticketing system (Service-now) to manage and process SLA.
- Co-ordination with Internal, external Support Teams and vendors to resolve technical problems regarding IT issues.
Service Desk L1 Engineer
Dialog Axiata PLC
05.2014 - 12.2021
- Responsible for installing, configuring, and maintaining operating systems, computers, and client side applications
- Responsible in maintaining security compliance on all end-user devices
- Performing System Administration task for the Contact Centers, branches & regional offices
- Active Directory Users and Computers maintaining and access controlling
- Ensure periodic monitoring of Software upgrades and component installations of client PCs
- Providing L1 IT support
- Co-ordination with Internal, external Support Teams and vendors to resolve technical problems regarding IT issues
- Experience in using BMC Remedy and JIRA systems for Incident management, Problem Management, Service Level Management
- SAP GUI client installing and configuring login servers
- Office 365 client side configuration and troubleshooting
- Network troubleshooting
- (Wired and Wireless)
- Access controlling, installing and troubleshooting enterprise VPN.
Technical Assistant
Softlogic Information Technologies Pvt Ltd.
03.2014 - 05.2014
- Responsible for Installing, Configuring, and maintenance of Operating Systems, computer equipment and client side applications
- Backup user data and restore as required with computer migrations
- Visiting and configuring all IT related tasks for all branches located all over the island.
Education
Windows Server & Network Engineer -
NextGen Campus
Colombo, Sri Lanka 01.2023 - 1 2024
Course Directed to Cisco Certified Network Associate - undefined
Vibernets Academy
01.2019 - 1 2019
National Vocational Qualification L4 Network and Communication Technology - undefined
College of Technology - Kandy
01.2013 - 1 2013
National Vocational Qualification L3 Network and Communication Technology - undefined
College of Technology - Kandy
01.2012 - 1 2013
Computer Hardware Engineering - undefined
TCS IT Centre
01.2012 -
Skills
Troubleshooting
Post incident reviews
Remediation planning
Problem-Solving
Excellent Communication
Decision-Making
Teamwork and Collaboration
Planning and Coordination
Organization and Time Management
Flexible and Adaptable
Self-Motivated
Active Listening
Teambuilding
Multitasking Abilities
Critical Thinking
References
- Dinusha Tharindu, Managed Services Consultant - L3, Brennan IT, +94771440187, Dinusha.tharindu@outlook.com
- Niroshan Chaminda, Senior Engineer, Dialog Axiata PLC, 0773335902, Niroshan.chaminda@dialog.lk
Timeline
Windows Server & Network Engineer -
NextGen Campus
01.2023 - 1 2024
Incident Manager, Service Desk Track Lead
HCL Tech
12.2021 - Current
Course Directed to Cisco Certified Network Associate - undefined
Vibernets Academy
01.2019 - 1 2019
Service Desk L1 Engineer
Dialog Axiata PLC
05.2014 - 12.2021
Technical Assistant
Softlogic Information Technologies Pvt Ltd.
03.2014 - 05.2014
National Vocational Qualification L4 Network and Communication Technology - undefined
College of Technology - Kandy
01.2013 - 1 2013
National Vocational Qualification L3 Network and Communication Technology - undefined
College of Technology - Kandy
01.2012 - 1 2013
Computer Hardware Engineering - undefined
TCS IT Centre
01.2012 -