Azeem Borham
Wattala
Summary
Experienced Information Technology Specialist with over 8 years in system administration, technical support, and cybersecurity. Manages IT infrastructure, optimizing operations and security. Delivers process improvements that enhance efficiency and reduce costs. Leads strategic planning and resource management while coordinating with cross-functional teams and vendors. Implements and maintains complex IT systems, troubleshooting technical issues effectively.
Overview
11
11
years of professional experience
3
3
Certifications
Work History
Information Technology Specialist
HCLTech Lanka (PVT) Ltd
Colombo
07.2022 - Current
- Resolved technical support tickets within SLA targets for both volume and response times, ensuring consistent and timely service delivery.
- Provided L1/L2 support for Active Directory, Microsoft 365, Intune, Virtual Desktop, resolving authentication, access, and system-related issues efficiently.
- Diagnosed and resolved L1/L2 technical incidents across multiple platforms, minimizing downtime and maintaining high system availability.
- Enhanced user experience through comprehensive training program for help desk staff, resulting in improved problem-solving and faster ticket resolution.
- Documented technical procedures, incident resolutions, and knowledge articles, improving troubleshooting efficiency and reducing recurring issues.
- Delivered remote IT support to clients across Australia, New Zealand, Germany, and the UK, ensuring standardized service quality across regions.
- Managed client inquiries and escalations, providing end-user training and guidance to increase user proficiency and satisfaction.
IT Executive
Walkers Tours Ltd.
Colombo
12.2014 - 07.2022
- Successfully led the migration of over 200 users from on-premises Active Directory to Azure Active Directory, completing the project within one month. Conducted thorough reviews and updates of security and compliance policies as required.
- Championed implementation of new procedures and technologies, strengthening security posture and enhancing operational efficiency.
- Systemized comprehensive IT security plan, identifying vulnerabilities and securing organization's infrastructure to improve data protection and ensure compliance with security standards.
- Monitored all installed network appliances and systems, ensuring the highest levels of network connectivity and infrastructure availability, contributing to uninterrupted business operations.
Junior Executive
Walkers Tours Ltd.
Colombo
04.2017 - 04.2019
- Served as key resource for help desk staff, overseeing daily support operations and resolving complex trouble tickets.
- Collaborated with vendors to negotiate service agreements that enhanced service quality and optimized operational costs.
- Analyzed customer feedback to improve service offerings and enhance guest experience.
- Assisted in preparing reports on tour operations and customer satisfaction metrics.
Desktop Support Assistant
Walkers Tours Ltd.
Colombo
12.2014 - 04.2017
- Diagnosed, and resolved customer issues, achieving a high first-call resolution rate and significantly enhancing user satisfaction.
- Maintained and troubleshot various operating systems (Windows XP, Vista, 7, 8x, 10x, Win Server 2008, Win Server 2012), ensuring optimal performance and reducing downtime.
- Executed security and virus update protocols, keeping systems protected and current, thereby minimizing vulnerabilities and strengthening network security.
- Developed tech notes and articles for knowledge base, enhancing team efficiency and streamlining resolution times for common issues.
Education
Advanced Diploma - Hardware & Network
Turnkey IT Campus
Colombo, Sri Lanka01.2012
Certified Linux Network Administrator - Security
Turnkey IT Campus
Colombo, Sri Lanka01.2012
Certified Computer Hardware Professional -
Turnkey IT Campus
Colombo, Sri Lanka01.2012
Certified Windows Network Administrator -
Turnkey IT Campus
Colombo, Sri Lanka01.2012
Certificate in MCTS -
Turnkey IT Campus
Colombo, Sri Lanka01.2012
Certificate in CCNA -
Turnkey IT Campus
Colombo, Sri Lanka01.2012
Certificate in Java Technology -
ICBT Campus
Colombo, Sri Lanka01.2010
GCE Ordinary Level -
OKI International School
Wattala, Sri Lanka06.2008
Skills
- Cloud services
- Cybersecurity management
- Data management
- System administration
- Endpoint Management (Microsoft Endpoint Manager, Kaspersky Console)
- Network configuration
- Software deployment
- Technical Troubleshooting
- Virtualization (VMware, Hyper-V)
- Project Management
- Agile
- ITIL
- Scrum
- Risk Management
- Stakeholder Management
- Strategic Planning
- Leadership
- Mentoring
- Problem Solving
Certification
MS-102 Microsoft 365 Adminitrator Expert from Microsoft
Languages
English
Intermediate (B1)
B1
Sinhala
Elementary (A2)
A2
Tamil
Beginner
A1
Accomplishments
HCLTech Jewel Silver Club - March 2024
Timeline
Information Technology Specialist
HCLTech Lanka (PVT) Ltd
07.2022 - Current
Junior Executive
Walkers Tours Ltd.
04.2017 - 04.2019
Desktop Support Assistant
Walkers Tours Ltd.
12.2014 - 04.2017
IT Executive
Walkers Tours Ltd.
12.2014 - 07.2022
Advanced Diploma - Hardware & Network
Turnkey IT Campus
Certified Linux Network Administrator - Security
Turnkey IT Campus
Certified Computer Hardware Professional -
Turnkey IT Campus
Certified Windows Network Administrator -
Turnkey IT Campus
Certificate in MCTS -
Turnkey IT Campus
Certificate in CCNA -
Turnkey IT Campus
Certificate in Java Technology -
ICBT Campus
GCE Ordinary Level -
OKI International School