Dihan De Silva

▪ Providing strategic IT consulting for home based and corporate clients, enhancing system performance and reliability. On-site and remote.

▪ Took a planned break during the holiday period, followed by an active job search after redundancy from Integralis.
▪ Provided ad hoc IT support on a part-time basis through my own small business.
▪ Focused on self-directed learning in areas such as Cybersecurity Fundamentals, Microsoft Azure, and Project Management.
▪ Maintained readiness for L2–L3 Support / Systems Administration roles by sharpening technical and leadership skills.

▪ Maintained full responsibility for GRV's (previous employer) IT helpdesk operations across 17 locations and over 350 users via this Managed Service Provider.
▪ Managed complex system issues through remote and on-site support while ensuring SLA adherence providing Tier 2/3 support.
▪ Mentored junior engineers, fostering professional growth and improving team skillsets.
▪ Developed training resources, optimizing team efficiency and operational effectiveness.

▪ Delivered Tier 1/2/3 support to 350+ end-users (including executives) across 17 racing and corporate sites, maintaining a >98% customer satisfaction rate.
▪ Reduced ticket resolution time by 30% by streamlining helpdesk processes, improving documentation.
▪ Managed full onboarding/offboarding lifecycle for users, including 5-15 user accounts monthly, access permissions, and device security compliance.
▪ Administered daily/monthly backups (Veeam/QNAP) with verified on-demand restores, achieving a 100% recovery success rate.
▪ Administered the Unified Endpoint Management (UEM) ‘ManageEngine Endpoint Central’, deploying automated Windows and third-party software patches across 350+ endpoints and brought them to compliance with near-zero downtime.
▪ Led deployment and remote administration of Cisco Meraki SD-WAN routers and switches, improving site-to-site network reliability by 25%.
▪ Implemented and maintained antivirus/web security tools (Trend Micro, CrowdStrike, Netskope, Rapid7), minimizing security incidents across all endpoints.
▪ Managed RUCKUS wireless infrastructure, supporting both staff and public access at racing venues through centralized provisioning and troubleshooting.
▪ Provided after-hours and weekend on-call support for time-sensitive racing operations, ensuring high availability and fast response times.
▪ Supported virtual infrastructure (VMware vSphere/vCenter), performing system testing, maintenance, and proactive troubleshooting.
▪ Collaborated with developers to deploy and update FastTrack racing application to all race-day systems, ensuring stability for live events.
▪ Managed full IT asset lifecycle (procurement, imaging, repair, and decommissioning) and engaged vendors for escalations, upgrades, and evaluations. Supported rapid COVID-era WFH rollout and ongoing SOE/device lifecycle maintenance. Maintained 15+ “Golden Images” for all device models, reducing system deployment time by 40% and ensuring consistent security configurations.

▪ Delivered end-to-end helpdesk support (L1-L3) for 50+ clients, ensuring SLA compliance and high customer satisfaction.
▪ Managed Active Directory for hundreds of users, including account provisioning, group policies, and security permissions.
▪ Performed backup and disaster recovery planning including scheduled restore/recovery testing, safeguarding critical business data.
▪ Implemented software/hardware upgrades and network security enhancements, improving system performance by 30% and reducing critical incidents by 20%.
▪ Successfully executed 16 IT infrastructure projects (2011–2018) including:
✓
Server hardware & OS upgrades (3x Gen9 HP servers with Hyper-V virtualization).
✓
Office 365 migration and Exchange server deployments improving collaboration and reducing downtime.
✓
Upgraded servers and PCs of 3x Medical Centers to the latest (HCN–Medical Director) software version ahead of the vendor's mandatory compliance deadline (01.01.2016), ensuring uninterrupted clinical operations and regulatory adherence.
✓
Cisco Collaboration IP phone rollout across 5 Australian states (VIC, NSW, SA, QLD, WA).
✓
Merging of 2 real estate firms (50 users) into one Active Directory without profile disruption.

▪ Led and mentored a team of 8 helpdesk technicians supporting 100+ users in a multi-cultural environment, improving resolution efficiency by 30% and ensuring SLA compliance. Delivered SOE deployments, ICT best practice frameworks, and staff training programs that enhanced system performance and user productivity by 15%. Developed IT strategies aligned with business goals, streamlining

▪ Achievements include leading a helpdesk support team of 15 members, enterprise IT infrastructure upgrades including the bank’s ATM system as the project leader, and cost savings of AUD 100K through optimized IT procurement. Overall, 50% of systems performance improvement with hardware upgrades and configuration.
- Received executive recognition (2009) for leadership excellence and successful project delivery.