IT Support Officer

• Apr 2023 - Present

1st Line Support Agent

• May 2021 - Nov 2022

Eventura is an award-winning IT Services & Business Systems provider, with offices across the UK and Europe. Since founding in 2003 with a small team, we have grown rapidly and supported hundreds of businesses to achieve their ambitions. Our team has a genuine passion for supporting others and building long-term relationships. Highlights of my tasks at this place have been - - Collaborating with multiple departments, such as tier ii technical support and client coordination, to ensure issues are resolved. - Defusing volatile customer situations efficiently, and generating necessary reports and documentation; providing follow-up with customers, to ensure the solution was satisfactory. - Dispatching the technicians for situations requiring advanced technical issues and mediated resolutions requiring other departments. - Utilizing all available resources to research and solve various troubleshooting situations. - Took initiative to stay up-to-date on the latest technologies and programs applicable to assist customers and support company metrics and goals. Show less

System Engineer

• Mar 2016 - Aug 2018

Highlights of my tasks at this place have been - - Established asset management practices to track technological assets from purchase to disposal and improved resource optimization. - Collaborated with business and IT partners to support requirements identification, development, testing, and implementation of projects. - Provided direction and leadership for the Quality Assurance team supporting the Delivery System division. - Developed workflows & processes for Help Desk technicians to improve the quality of service to users. - Configured Windows Servers and Storages for VMS & Access Control Systems (Milestone, NUUO, Pelco Endura & American Dynamics, Paxton, HID & Gallagher, etc.). - Configured and maintained CCTV System (Axis, Avigilon, Pelco, Champ, HikVision, Bosch, Arecont Vision & Etrovision). - Inspected CCTV, ACS, etc. cabling systems (Fiber Optic & Copper Cables). - Made daily, weekly, monthly, and yearly maintenance reports for CCTV System & Access Control System. - Created necessary documents for the project execution process; made pre-sales as per the project estimation. Show less

Cisco Lab Assistant

• Jul 2015 - Feb 2016

Active Tech Networks was established for providing advanced IT training and professional certification, bringing the advanced IT training and internationally accredited certifications within the reach of Sri Lankans at an affordable cost. Providing the next generation development technologies, ATN formulates its success on dedication and commitment in delivering the Finest Value Training Program. In addition, ATN provides consultancy on IT related to services, such as CISCO Network Engineering, Network Designing, Network Security, Communication Servers, and all Microsoft Products. Highlights of my tasks at this place: - Maintained Cisco Routers and Switchers with Windows Platform. - Participated in process improvement projects, including the evaluation, selection, and integration of new services as well as improvements in efficiency and effectiveness of current processes. - Diagnosed and repaired hardware issues, completely built computers, troubleshoot technical issues, and installed software applications. - Arranged PC with Cisco Routers and Switchers for Students who are coming to study Cisco Certification; initiated the training session about Cisco Routers and Switches for the students. - Maintained strong relationships with the team members and effectively contributed to Active Tech Network's ongoing success. Show less

Technical Support

• Jan 2014 - Jun 2015

Founded in 1993, Flora Technology Company has grown to become a group of leading Qatari specialized trading and service companies that offer a large and diversified portfolio of products and end-to-end custom solutions to its customers in Qatar and the middle-east region. Since its creation, the group focused on offering top-quality products and services that have made its reputation and ensured customer satisfaction and group success for more than 24 years. We strive to preserve a high level of business ethics characterized by integrity and honesty in all our business actions and throughout all our companies. Highlights of my tasks at this place: - Co-managed website operations, including layout and design along with the implementation of new products and events and the most effective method of execution. - Provided troubleshooting and resolution for software & hardware issues from various software programs. - Developed and strengthened relationships with staff, customers, and IT partners. - Displayed strong judgment in prioritizing workload based on needs of the business and end-users, and escalated issues as appropriate to more experienced IT staff members. - Installed and implemented the Biometric system, CCTV Camera, and Queue management system. - Utilized my knowledge of standard network protocols, such as TCP & IP, DHCP, and common network devices, such as routers, and switches to ensure that internet connectivity was sustained. Show less

Network Administrator

• Aug 2012 - Nov 2013

Benz Travels, is a part of the UK-based Travel Mart group, we have newly launched our operation in Sri Lanka to give the International Standard of Services. Highlights of my tasks at this place: - Performed all systems administration duties, including configuration and maintenance of network services, such as Web servers, WINS, DHCP, DNS, ADDS, FTP on Windows-based environments. - Identified and corrected network conflicts resulting in a 600% increase in network communication speeds. - Configured the company’s network; maintained its more than 60 remote users within 5 branches promptly. - Installed and maintained servers and workstations including adding/removing users and permissions through Active Directory - Designed executed and maintained service agreements to handle all IT items for clients. - Executed software and hardware upgrades as needed or scheduled, including emergency roll-outs; maintained large-scale web and database servers. Show less