Analyst
HCL Technologies Lanka (Private) Limited
Colombo
1 2024 - 6 2024
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices
- Enhanced system performance by optimizing server configurations and implementing regular updates.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports
- Recommended process improvements to continually identify, analyze and fix constraints and challenges
- Optimized customer experience by delivering superior services and effectively troubleshooting issues and solved over 75% cases per day
- Conducted regular reviews of operations and identified areas for improvement
- Identified and resolved problems through root cause analysis and research
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions
