Summary
Overview
Work History
Education
Skills
References
Community Service
Work Preference
Quote
Software
Work Availability
Languages
Timeline
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GANUSHA ERANDA

Colombo

Summary

Results-driven and detail-oriented IT Support Engineer with over 3 years of experience specializing in technical support, systems administration, and end-to-end IT service operations. Proven expertise in diagnosing and resolving complex hardware, software, and network issues to minimize downtime and ensure operational continuity. Adept at managing user lifecycles in Active Directory, deploying endpoints via MDT, and optimizing Windows and macOS environments. Hands-on experience supporting cloud services and digital transformation initiatives. A proactive problem-solver dedicated to leveraging technical knowledge to enhance system performance, streamline operations, and deliver solutions that align with business objectives.

Overview

7
7
years of professional experience

Work History

IT Support Engineer

Popsitalent (PVT) LTD
01.2024 - Current
  • User Access & Identity Management: Administered the full user lifecycle in Active Directory and Azure AD, including account creation, group policy assignments, permissions auditing, and access termination, ensuring compliance with security policies.
  • Endpoint Deployment & Management: Imaged, configured, and deployed OS and software to new laptops/desktops using Microsoft Deployment Toolkit (MDT). Managed and enforced update policies via WSUS and Intune to maintain patch compliance across 300+ endpoints.
  • IT Asset Management: Maintained accurate IT inventory records for hardware and software assets, managing procurement requests, vendor coordination, and end-of-life equipment disposal.
  • Routine System Administration: Monitored system health and performance. Executed routine backup verification tests and applied security patches to ensure system integrity and readiness for disaster recovery scenarios.
  • Technical Documentation & Process Improvement: Developed and maintained detailed documentation for IT procedures, onboarding checklists, and troubleshooting guides. Contributed to knowledge base articles, which reduced resolution time for common issues by 20%.
  • Cross-Functional Project Support: Supported technology upgrade projects—including cloud migration and new software rollouts—by performing testing, creating user training materials, and assisting with phased deployments.

Computer System Analyst

Search Advance Technology
01.2020 - 01.2022
  • Cross-Functional Collaboration & Solutions: Partnered with business stakeholders to analyze operational needs and architect tailored technical solutions, enhancing operational efficiency by 15% and aligning IT capabilities with strategic business objectives.
  • Advanced Technical Troubleshooting: Expertly diagnosed and resolved complex Tier 2/3 incidents involving hardware (end-user devices, peripherals), software (Windows OS, Microsoft 365 Suite), and network connectivity (TCP/IP, DNS, DHCP), decreasing Mean Time to Resolution (MTTR) by 20%.
  • End-User Training & Enablement: Authored comprehensive knowledge base articles and facilitated structured training sessions for 50+ end-users, boosting software adoption rates by 25% and reducing recurring support inquiries.
  • Project Implementation & Change Management: Played a key role in the seamless, zero-downtime migration to Windows 11 and SharePoint Online by adhering to ITIL change management frameworks, ensuring uninterrupted business continuity.
  • Process Automation & Optimization: Leveraged PowerShell scripting to automate repetitive system administration and data management tasks, eliminating 10+ hours of weekly manual effort and minimizing human error.
  • Technology Evaluation & Strategy: Conducted rigorous technical evaluations and proof-of-concept (POC) testing for new hardware and software, delivering data-driven recommendations on viability, ROI, and integration with existing infrastructure.
  • High-Volume Service Delivery: Provided exceptional Tier 1/2 support to a user base of 500+ employees across multiple channels, achieving a 95% customer satisfaction score and a 90% first-contact resolution rate.

IT Support Executive (Web & Digital Content)

Mylife International Pvt. Ltd
01.2019 - 01.2020
  • Delivered comprehensive Tier 1/2 IT helpdesk support to end-users across the organization, resolving a high volume of incidents related to ERP systems, Point-of-Sale (POS) applications, and proprietary web platforms, improving user productivity and satisfaction.
  • Collaborated with cross-functional teams (Marketing, Finance, Operations) to execute precise updates to POS master data, pricing, and configuration files, ensuring accuracy and integrity across all retail locations.
  • Developed and maintained detailed technical documentation, including process flowcharts, test case scenarios, and user training guides, standardizing knowledge sharing and reducing resolution time for common issues.
  • Served end-to-end store opening and launch projects across multiple regions; coordinated hardware setup, software installation, and network configuration to ensure successful short and on-time go-live events.
  • Designed, developed, and maintained responsive e-commerce websites on the Shopify platform, enhancing user experience (UX) and driving online sales through customized themes and seamless third-party app integrations.
  • Managed the full procurement lifecycle for IT assets; sourced hardware and software solutions from vendors, negotiated contracts, and managed supplier relationships to ensure cost-effective and timely delivery.

Education

Bachelor of Information Technology (Hons) - Software Engineering

Esoft Metro Campus
Colombo
01.2025

High School Diploma - SoftwarecEnginer

Pearson University Uk
Colombo
2020

Skills

  • TECHNICAL SUPPORT & TROUBLESHOOTING
  • HARDWARE TROUBLESHOOTING & REPAIR
  • SOFTWARE INSTALLATION & CONFIGURATION
  • TECHNICAL ISSUE DIAGNOSIS & RESOLUTION
  • SYSTEM MAINTENANCE
  • SOFTWARE & PROGRAMMING
  • PROGRAMMING: C#, NET FRAMEWORK
  • DATABASES: SQL, DATABASE MANAGEMENT CONCEPTS
  • PRODUCTIVITY SOFTWARE: MICROSOFT OFFICE 365 SUITE (WORD, EXCEL, POWERPOINT, OUTLOOK)
  • NETWORKING & SYSTEMS
  • NETWORK TECHNOLOGIES: TCP/IP, DNS, DHCP, LAN/WAN
  • OPERATING SYSTEMS: WINDOWS 10/11, WINDOWS SERVER, MACOS
  • PROJECT & ADMINISTRATIVE SKILLS
  • PROJECT COORDINATION & SUPPORT
  • ADMINISTRATIVE TASK MANAGEMENT
  • DIGITAL MARKETING PRINCIPLES
  • WEB MANAGEMENT BASICS

References

Phan, Balachandra, Director, pahanops@gmail.com, +94 71 432 0312, Pops Talent (PVT) LTD, Nugegoda, Sri Lanka

Community Service

National Cadet Corps (NCC) - Army Wing, Cadet, Sri Lanka, 2013, 2019, Developed strong discipline, teamwork, and leadership skills through structured training and drills., Gained experience in following strict protocols and procedures, a valuable asset in IT security and compliance.

Work Preference

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionHealthcare benefitsPersonal development programsTeam Building / Company RetreatsPaid sick leave

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Software

Canva

Shopify

Anaconda

MS 365

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Upper intermediate (B2)

Timeline

IT Support Engineer

Popsitalent (PVT) LTD
01.2024 - Current

Computer System Analyst

Search Advance Technology
01.2020 - 01.2022

IT Support Executive (Web & Digital Content)

Mylife International Pvt. Ltd
01.2019 - 01.2020

Bachelor of Information Technology (Hons) - Software Engineering

Esoft Metro Campus

High School Diploma - SoftwarecEnginer

Pearson University Uk

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