Support Engineer

• Aug 2018 - Present

Senior IT Executive

• Aug 2016 - Aug 2018

Client: Fonterra Brands Lanka (Pvt) Ltd IT Service deskProject: Fonterra Newspage DMS Version 8 projectWorking with IT support Service desk operation• Manage and handle service desk operation to provide IT support urgent basis• Closely monitoring Service level (SLA) status of the Hardware/Software/Network & Operational issues (tickets) which are escalated to the relevant suppliers• Conduct weekly meetings with project stake holders• Hand on experience of multiple systems which is critical for field sales operation• Newpage Distributor Management System Version 8 – Accenture (Pvt) Ltd – India• ServiceNow - IT service management tool• Helpdesk Management system - Metropolitan computers (Pvt) Ltd• Mylink HRIS support system – hSenid softwareAssets Management• Managing the IT Assets registry of Handheld devices (Samsung TAB 4) mobile printers (Woosim), accessories and Consignment Agents PC’s ,which is critical for the field sales operation Business process improvement• Analysis Root courses of the issues with relevant suppliers and providing permanent solutions• Manage critical incidents to minimize impact for field sales operation• Documenting all SOP (Standard Operating Procedure) process related to the IT helpdesk operations• Perform UAT for system updates and new version releases of Mobile devices & Back office application and validate them with FBL Business requirementsEnd User and Business Training• Knowledge transfer and conduct training sessions for new system users• Conduct system rollouts for field users Show less

IT Executive

• Aug 2014 - Aug 2016

Client: Fonterra Brands Lanka (Pvt) Ltd IT Service deskProject: Fonterra Newspage DMS V5 project connectIT support Helpdesk operation• Provide First level support -L1 for software, Hardware, Operational, Connectivity issues which reported to the IT Service desk by field sales users• Managing the Newspage Distributor Management System, Service desk & Master Data function inResolving/ escalating issues on a timely basis• Managing the setting up process of new user accounts, profiles and delivering theRequired computers for new recruitments• Provide Technical/Non-technical support for application software & mobile applications• Escalate issues to relevant suppliers for L2, L3 support and obtain Root course analysis• Record all actions in Helpdesk support software and generate required ad-hoc reports for escalation’sProjects Involved• Sales Force Automation for Fonterra Brands Lanka-Newspage Distributor management Mobility Software (Oct 2010 – July 2011)A real time handheld solution which provides the live data to the organization for better and quick decision making covering over 50,000 retail shops across the country. Show less

Junior IT Executive

• Aug 2010 - Aug 2014