DILEEBAN THILAKARAJA

• Provide L2 / L3 support for system within agreed service levels
• Tickets Assignment and working on tickets
• Working on backlog and new tickets to provide resolution within agreed SLA
• Responsible for customer support experience with Microsoft Technologies
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Research for Client Projects
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Installing, Configuration, and Troubleshooting windows server domain architecture for Clients
• (ADDS / DNS / DHCP / Group Policy / PowerShell / Windows 10) Installing, Configuration and Troubleshooting Microsoft 365 domain architecture for Clients
• (Custom Domain / Exchange / Teams / SharePoint / OneDrive / Azure AD / Azure AD Connect / M365 Security) Office 365 Domain name registration and DNS Management for Clients
• Monthly Health Check of Windows AD / Exchange Server / M365 Security for SLA Clients
• Provide after-hours support as needed for critical systems (Ex: Maintenance & Escalations)
• Working both independently and as part of the team
• Remote Support for Clients
• On-call Support for Urgent Service Issues
• On-site Visiting
• Hybrid Work Model
• Built mutually beneficial and strong, interpersonal relationships with all project stakeholders including clients, external consultants, and vendor technical teams whenever applicable
• Continuously improved knowledge and enhanced technical competencies in assigned products and solutions
• Timely effected communications with all stakeholders
• Strictly adhered set of standards, defined in the areas of project management, service delivery and HR.

• Provide L2 / L3 support for the system within agreed service levels
• Tickets Assignment and working on tickets
• Working on backlog and new tickets to provide resolution within agreed SLA
• Responsible for the customer support experience with Microsoft Technologies
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Research for Client Projects
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Installing, Configuration, and Troubleshooting windows server domain architecture for Clients
• (ADDS / DNS / DHCP / Group Policy / PowerShell / Windows 10) Installing, Configuration and Troubleshooting Microsoft 365 domain architecture for Clients
• (Custom Domain / Exchange / Teams / SharePoint / OneDrive / Azure AD / Azure AD Connect / M365 Security) Office 365 Domain name registration and DNS Management for Clients
• Monthly Health Check of Windows AD / Exchange Server / M365 Security for SLA Clients
• Provide after-hours support as needed for critical systems (Ex: Maintenance & Escalations)
• Working both independently and as a part a team
• Remote Support for Clients
• On-call Support for Urgent Service Issues
• On-site Visiting
• Hybrid Work Model
• Built mutually beneficial and strong, interpersonal relationships with all project stakeholders including clients, external consultants, and vendor technical teams whenever applicable
• Continuously improved knowledge and enhanced technical competencies in assigned products and solutions
• Timely effected communications with all stakeholders
• Strictly adhered set of standards, defined in the areas of project management, service delivery and HR.

ALLOCATED PROJECT Account - SYNEOS HEALTH (During 08-July-2021 to 10-April-2022)

IT Service Desk L1 Remote Support

• Act as a single point of contact for Chat, phone calls and emails from US/EMEA/APAC users regarding IT issues and queries
• Remote Support via MS Teams/ Team Viewer / Bomgar
• Handling end to end ticket flow on ITSM tool ServiceNow
• Raise Tickets (Incidents/Service Requests) as per customers/user requirements
• Respond to Customer requests via chat and calls in a timely and accurate manner
• Resolve incidents as per the agreed SLAs and timelines
• Escalate complex issues to appropriate teams for resolutions
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Working with Windows ADDS / BitLocker Administration and Monitoring Portal / Citrix PC
• Maintaining jovial relationships with clients
• 24X7 Shift
• Working both independently and as a part a team.

Outsourced Customer Site

• DILMAH CEYLON TEA COMPANY
• RESPLENDENT CEYLON Pvt Ltd Head Office.

• End User IT Support
• Providing one on one assistance to end user regarding technical flaw, either by phone, mails, or in person
• Remote Support via VNC/Any Desk/ Team Viewer
• Visit Remote Site If Needed
• Identifying, diagnosing, and resolving level one issues in computer hardware and software in a such as laptops and PCs
• Installing and configuring networks, printers, and scanners
• Following up with customers to ensure full resolution of issues
• Providing technical support across the company (this may be in person or over the phone)
• Manage Help Desk tickets in a timely manner
• Manage and Working with Production Windows Server (ADDS, DHCP, GPO, and Cisco Meraki Firewall
• Manage and working with Microsoft 365 Service
• Configure and Troubleshoot Office 365 Apps
• Coordinating with third party vendors If needed
• Working both independently and as a part a team.

• To answer all the requests received through phone, emails etc., and to ensure that there is proper delivery of the services as per the rules and regulations of the organization as well as by abiding to its quality standards
• Allocate Help Desk Calls/Mail to appropriate Engineers and Raise Incident Tickets
• Ensuring that Service Desk Calls are monitored in-line with SLAs and updated efficiently and effectively
• Building and maintain strong working relationships with users, colleagues, and support bodies in order to provide a professional customer service approach
• Working positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit
• To keep a track record of all the relevant documentation and effective contribution to made improvize the operational procedures.

• End User IT Support
• Remote Support for External User
• (Ceylon Tea Trails Resort)
• Working Under Resplendent Ceylon SLA
• Configure and Troubleshoot Windows 10
• Configure and Troubleshoot Office Package
• Network Printer Install and Troubleshoot
• Software Installation
• Manage new Desktop and Laptop setup and other requirements for a new User
• Network Connectivity Support
• Attendance Server Maintaining and Monitoring.

Outsourced Customer Site

• Unilever Sri Lanka
• Microsoft Sri Lanka

• IT Service Desk Support
• Manage new Desktop and Laptop setup and other requirements for a new User
• Raise Incident Tickets - BMC Remedy ITSM
• Working under Unilever SLA
• Working under Unilever and Unisys Domains
• Building and Configuring Laptops and Desktops from a network image using SCCM
• Basic Active Directory administration including resetting passwords and BitLocker recovering
• SAP Installation and Configuration
• Network Printer Install and Troubleshoot
• Remote Support
• Configure and Troubleshoot Office 365 - Outlook, Skype for Business, One Drive, SharePoint, Office Package
• Troubleshoot Windows 10
• VPN Configuration and Troubleshoot.

• Device Hardware and Peripherals Installation and Configuration
• Software Installation
• Network Connectivity Support
• Network Printer Support
• PC/Device Move.

• CCTV Installation and Maintaining
• Security Alarm Unit Installation and Maintaining
• Centralize Management System Configurations (CCTV Surveillance System).

• Maintaining LOAD BALANCING devices
• Planning and Implementing Short Distance and long-Distance WIRELESS BRIDGING solutions
• Installing and configuring 2012, & 2012 R2 DNS Server and DHCP Server
• Maintaining DNS Server Active Directory Management with security & policy
• Computer Assembling, Upgrading and Servicing/ Troubleshooting and Repairing
• Operating System Installing and Configuring (7, 8 and 10).

• Hardware configuration and Troubleshooting
• Install and Update Computer system
• Install computer software
• Customer Handling.