Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Adam RATNAYAKE

Heidelberg,VIC

Summary

I am a focused Service Desk Engineer with 3 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts. I am eagerly looking to expand and learn new skills that I can use to better my understanding in the IT Industry.

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT Service Desk Engineer

BAMITS
04.2022 - Current
  • Used ticketing systems to manage and process support actions and requests.
  • Logged support tickets and closed when issues were resolved.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Provided basic end-user troubleshooting and desktop support.
  • Installed and updated hardware, software and applications on Mac and PC devices.
  • Activated accounts for clients interested in new services.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Used ticketing systems to manage and process support actions and requests

HELP DESK ANALYST

INFIN8IT
03.2020 - 04.2022
  • My time at this role consists of customer support via email/phone service
  • Worked with Multiple retailers to supply support and information to the end user
  • Use experience to address clients IT problems and work on potential solutions.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Documented support interactions for future reference.

Crew Trainer

McDonalds
02.2016 - 03.2020
  • Worked collaboratively with my team to achieve targets and goals to provide satisfactory customer service and experience.
  • As a crew trainer I was responsible for orienting new employees and providing them with high quality training.
  • Whilst working as a crew trainer I completed my Certificate III in Retail operations.
  • Set positive example for team members by providing high-quality, efficient service.
  • Studied crew members during work shift to provide feedback and guidance in improving performance.

IT Assistant [work Experience]

Interactive IT
01.2017 - 01.2017
  • Configured servers/systems for companies under supervision of the Technical Manager.

Education

Victorian Certificate of Education -

Marcellin College
Bulleen, VIC
2019

Skills

  • Teamwork
  • Windows 10
  • Customer Service Expertise
  • Configuring Devices
  • Desktop Support
  • Troubleshooting and Assistance
  • Organisational Skills
  • Customer Service
  • MS Office
  • Azure AD
  • Windows Server
  • Working Independently
  • Communication
  • Multitasking
  • Microsoft Windows and Office

Certification

3CX Basic

NSE 1-3

iGEL Foundations

Retail Operations III

References

Barry Hale

BAMITS

GM Business Development and Consulting

P: 0401429585

E: Barry.hale@bamits.com.au


Husam AL-Khashashneh

BAMITS

Senior Systems Engineer

P: 0431544427

E: husamkashashneh@yahoo.com


Dan Unawatuna

Maytech Technologies

Managing Director

P: 0432836911

E: dan@maytechweb.com.au

Timeline

IT Service Desk Engineer

BAMITS
04.2022 - Current

HELP DESK ANALYST

INFIN8IT
03.2020 - 04.2022

IT Assistant [work Experience]

Interactive IT
01.2017 - 01.2017

Crew Trainer

McDonalds
02.2016 - 03.2020

Victorian Certificate of Education -

Marcellin College

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Adam RATNAYAKE