Experience

Proitzen

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Associate Support & Data Analyst

  • Nov 2022 - Present

  • Develop & manage information to support corporate decision-making.• Provide highly effective executive support to the CEO on a daily basis.• Serve as the administrative/ operations point-of-contact across the organization. • Engage with local, national & international stakeholders for smooth operation.• Provide technical support, mentoring, training & guidance to juniors.• Keep current on all Standard Operating Procedures & effectively communicate them to team members.• Work closely with all business units to develop strategy to optimize cost savings & revenues.• Analyze current systems, processes, templates & develop an effective one where necessary. • Prep correspondence, reports, agendas & meeting papers.• Conduct market research & identify the key outcomes required.• Provide an escalation point for our Customer Success team & exceptional level of customer service/ care to issues & requests.• Building/ maintaining a good relationship with team, internal departments, external stakeholders & clients.

• Support & Operations Coordinator

  • Jul 2022 - Oct 2022

  • Providing high-quality executive support to the CEO• Engaging with local, national and international stakeholders• Establishing new systems, processes and templates• Preparing correspondence, reports, agendas and meeting papers• Understand how to conduct market research and learn the ability to identify the key outcomes required• Provide an escalation point for our Customer Success team• Provide an exceptional level of customer service and care to every issue or request• Ensure requests are responded to within specified time periods• Building and maintaining a good relationship with clients and team members



MillenniumIT ESP

• Sri Lanka
• IT Services and IT Consulting
• 500 - 600 Employee

• Senior Service Desk Analyst - IT Operations - Managed Services

  • Dec 2020 - Oct 2021

  Eminent Feats • Managed 10 Engineers as the Technical Team Lead & ensured tickets are logged, resolved & closed on-time to attain 99.9% on the KPI. • Updated organization manuals, ensuring they match the ISO standards & covers the ITIL framework. • Initiated an Asset Management system via amassing/ updating all equipment details in HO & all other branches across the country into the new system. Also, collaborated with Finance to tally all assets as per their records in Quick Books. • Functioned effectively during Covid working from home whilst ensuring all team members worked efficiently in attending to tasks & resolving issues in a timely manner. • Attend top level meetings with the management teams of AIA & Tryonics (MIT) to ensure MOMs are actioned whilst providing weekly management reports to give proper data for management decisions. JD • Managed the services outsourced to AIA Insurance Lanka Ltd. • Functioned as the intermediary & ensuring smooth operation between Millennium IT ESP & AIA Insurance Lanka Ltd • Managing incidents through ServiceNow as per ISO/ IEC 20000 Information Technology & Service Management framework. • Functioning as the Team Lead for IT Support Desk & ensure smooth operation whilst taking necessary precautionary actions accordingly. • Analyzing data & reporting for management requirements. • Coordinating with customers/ suppliers, procuring/ managing IT equipment.



Tryonics (Pvt) Ltd.

• Sri Lanka
• Software Development
• 1 - 100 Employee

• Senior Service Desk Analyst - IT Operation

  • Apr 2019 - Nov 2020

  • Intermediary between Tryonics (Pvt) Ltd and AIA Insurance Lanka Ltd • Incident management through ServiceNow as per ISO/ IEC 20000 Information Technology – Service Management framework • Team Lead IT Support Desk • Manage the IT Helpdesk functions smoothly and take necessary precautionary actions when available • Reporting and data analysis for management requirements • Customer coordination • Supplier coordination • Procurement of IT assets and Asset Management • Intermediary between Tryonics (Pvt) Ltd and AIA Insurance Lanka Ltd • Incident management through ServiceNow as per ISO/ IEC 20000 Information Technology – Service Management framework • Team Lead IT Support Desk • Manage the IT Helpdesk functions smoothly and take necessary precautionary actions when available • Reporting and data analysis for management requirements • Customer coordination • Supplier coordination • Procurement of IT assets and Asset Management



Eureka Technology Partners

• Sri Lanka
• IT Services and IT Consulting
• 1 - 100 Employee

• Coordinator - Network Operations Centre

  • Nov 2014 - Apr 2019

  • Process owner for Service Level Management, Availability Management, Supplier Management and Service Reporting of ISO/ IEC 20000 – Information Technology – Service Management • Contract formation and renewals for Managed Services Customers and Suppliers • Reporting and data analysis for Customers on a weekly and monthly basis • Customer coordination • Supplier coordination • Conducting customer satisfaction reviews and analyzing the performance of the team • Conducting supplier performance reviews to identify the ability of supplier meeting service targets • Human Resources coordination • Asset Management • Procurement and Finance operations • Managing domains and SSL certification renewals for in-house and external websites


International Investigators Network (IIN)
• Sri Lanka
• Security and Investigations
• Junior Secretary

  • Jul 2013 - Nov 2014

Adelanka (PVT) LTD
• Sri Lanka
• Information Technology & Services
• 100 - 200 Employee
• Data Entry Operator & Analyzing Specialist

  • Jan 2012 - Jun 2013

SJMS Associates
• Sri Lanka
• Financial Services
• 1 - 100 Employee
• Audit Trainee

  • Jun 2010 - Dec 2011