Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Banu De Silva

Ngunnawal,ACT

Summary

Technical Support Engineer experienced in Server and Desktop administration with 5 years of experience at a Managed Service Provider. Motivated team leader with proven track record. Highly skilled in Windows automated deployment and application packaging. Proven expertise in professional communication across all organizational levels and cross-functional teams to drive a shared organisational vision. Quickly learn and master new technologies; successful working in both self-directed and collaborative setting.

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT Support Engineer

BluePackets
04.2019 - Current
  • Provide second & third level support (remote or onsite) for received service requests via calls and ticketing system (ConnectWise)
  • Analysis of call logs/documentations in order to discover any underlying issues or trends
  • Migration, installation & configuration of hardware (workstations and servers), operating systems and applications
  • Complete automated deployment setup and management (Intune/Windows Autopilot/MDT/SCCM) for both M365 and on-premises clients
  • Convert packaged application to Intune compatible file and upload it as Win32 app
  • Upload and Configuring MS Store applications
  • Monitor and troubleshoot compliance, API and conditional access issues related to deployments
  • Excel in Microsoft services and features with Exchange Online, Sharepoint Online, Teams and Entra ID
  • Active monitoring and remediation of alerts from threat protection system (SentinelOne / MS Defender) and monthly maintenance of all client's IT systems
  • Network device setups including evaluation and recommendation of security improvements and system upgrades whilst maintaining optimal performance
  • Provide leadership and direction to junior team to drive productivity
  • Foster positive employee relationships through effective communication and career development coaching
  • Design & Implement Australian Cyber Security Centre's Essential 8 Mitigation Strategies for M365 clients (device configuration policies, conditional access policies, MFA etc.)
  • Use of collaboration software to write step-by-step instructions to remediate issues and client technical documentation (Atlassian Confluence)
  • Identify, standardise, and communicate levels of access and security
  • Maintain backups (onsite & offsite) and recovery plans regularly and resolve any issues
  • Execute asset management policies and procedures including secure disposal
  • Strong collaboration and communication between internal and external stakeholders, communicating clearly with clients and business colleagues to ensure common understanding
  • Managing the project lifecycle using Agile project methodology, and daily stand-up meetings to keep track on project progress.

Associate Network Operations Centre Analyst

Involve360
07.2016 - 10.2016
  • Timely pick the service failure alerts received on to various NOC monitoring dashboards and analyse them to identify the severity level as per provided guidelines
  • Create service tickets using ticketing system and provide immediate support within SLAs
  • Work closely with platform team and perform other duties assigned by the Manager
  • Manage updates and patching of on-premises servers for performance enhancements and security
  • Onboarding of new staff within the organisation, including training and new user account creation on Active Directory with appropriate permissions.

Education

Bachelor of Information Technology - Information Systems & Software Engineering

University of Canberra
06.2019

Bachelor of Electronic Engineering -

Sri Lanka Institute of Information Technology
01.2016

Skills

  • Application support
  • Creative Issue Resolution
  • Collaborative Team Player
  • Technical documents comprehension
  • Process Automation
  • Incident & Problem Management
  • Automated deployment
  • Agile Methodology

Certification

  • Certificate IV in Business
  • Microsoft Certified: Identity and Access Administrator Associate
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Microsoft Certified: Windows Server Administration Fundamentals

Languages

English
Sinhalese

References

Available upon request.

Timeline

IT Support Engineer

BluePackets
04.2019 - Current

Associate Network Operations Centre Analyst

Involve360
07.2016 - 10.2016

Bachelor of Information Technology - Information Systems & Software Engineering

University of Canberra

Bachelor of Electronic Engineering -

Sri Lanka Institute of Information Technology

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Banu De Silva