DILINI DE SILVA
Adelaide,Australia
Summary
Highly motivated IT professional with nearly five years of experience supporting global enterprise environments, specializing in Microsoft 365, Azure Active Directory (Entra ID), Intune, IT Service Management, and cybersecurity operations. Proven ability to resolve complex technical issues, manage multi-site support operations, and deliver high-quality service aligned with ITIL best practices. Strong track record of mentoring junior Service Desk analysts across APAC, improving team efficiency and service delivery. Skilled in cloud identity management, device compliance, enterprise application support, and global IT procurement. Seeking opportunities in IT operations, cloud administration, or enterprise application support.
Overview
10
10
years of professional experience
Work History
Senior IT Engineer (Level 2)
TeamViewer Pty Ltd
Adelaide, Australia
07.2021 - Current
- Streamlined user management and security by administering Active Directory, Azure Admin Portal, Exchange Admin Center, and Microsoft 365 Admin Centres, reducing onboarding/offboarding delays by 30% during the transition from legacy systems.
- Led Azure Active Directory (Entra ID) administration, implementing identity lifecycle management, role-based access control, and conditional access policies, strengthening enterprise security posture.
- Optimized Microsoft Intune across Windows, macOS, iOS, and mobile devices, delivering secure enrollment, compliance enforcement, and application management for APAC users.
- Mentored APAC IT Service Desk teams, acting as escalation point for complex issues, improving SLA compliance and first-time resolution rates.
- Maintained high system availability for Microsoft Dynamics 365 (ERP and CRM), resolving incidents promptly to support uninterrupted business operations.
- Resolved critical network, server, video, and VoIP issues, minimizing downtime and ensuring business continuity.
- Provided rapid IT security incident response, coordinating with global teams to contain and remediate security threats efficiently.
- Supported solutions engineering projects, including Augmented Reality and information processing, providing technical expertise and operational support.
- Executed proactive patch management on hardware and software via InsightVM Security Console, enhancing cybersecurity posture.
- Managed multi-region IT procurement (Australia, China, Singapore, Japan, Korea), ensuring timely, compliant, and cost-effective delivery of IT assets.
- Administered Jira and Confluence access, maintaining data security and user permissions.
- Created and maintained technical documentation and user guides, standardizing knowledge transfer and audit readiness.
- Conducted quality audits for software and hardware to ensure compliance with internal and external standards.
- Delivered onboarding/offboarding, hardware provisioning, and IT training, improving productivity and technology adoption across APAC.
- Reduced APAC user onboarding/offboarding time by 30% by streamlining processes during the transition from legacy systems to AD and Azure; leveraged self-learning to independently optimize workflows across time zones with HQ during 2022.
- Successfully completed Intune enrollment projects for 50+ users in Japan, Korea, and Singapore, managing the entire project solo, saving significant cost and time for the IT budget in 2023.
- Consistently recognized as a top performer on the Freshservice agent leaderboard, resulting in multiple promotions from Junior IT Service Desk Officer to Senior Level 2 Engineer.
- Achieved 95% SLA compliance by mentoring junior IT teams and resolving escalated issues efficiently.
- Minimized security incidents through enforcement of conditional access policies and proactive patch management.
Intern – Data Analyst
Australian Lease Management
Dulwich, Australia
04.2021 - 07.2021
- Executed data migrations and a data quality program ensuring completeness, standardization, and validity in Salesforce.
- Identified and implemented system improvements and customizations aligned with business requirements.
- Developed reports and dashboards to continuously monitor data quality and integrity.
- Maintained client records, backups, and restored data to ensure operational continuity.
- Prepared data samples, runs, and views for client meetings, supporting decision-making processes.
Procurement Analyst
MAS Holdings
Colombo, Sri Lanka
06.2016 - 07.2019
- Managed multi-country procurement operations for Victoria’s Secret (Limited Brands USA), coordinating suppliers and production plants across USA, India, Bangladesh, Indonesia, Hong Kong, and China.
- Expertise in SAP ERP for stock maintenance, purchase orders, sales forecasting, and vendor management.
- Mitigated logistics deficiencies, resolved shortages, and ensured timely deliveries while reducing supply chain costs by 3% in one year.
- Conducted vendor evaluations and developed relationships, optimizing pricing and procurement efficiency.
- Monitored merchandise production and warehouse workflows to ensure quality control and operational continuity.
Education
ACS Information Technology Professional Year -
Australian Computer Society
01-2023
Master of Information Technology - Enterprise Management
University of South Australia
01.2021
Bachelor of Business Administration - Special Degree
University of Colombo
01.2016
AAT Passed Finalist -
Association of Accounting Technicians SL
01.2010
Skills
- Microsoft 365 Administration
- Azure Active Directory / Entra ID
- Microsoft Intune
- Windows Server
- Networking (LAN/WAN)
- VoIP Systems Support
- Patch Management (InsightVM Security Console)
- SAP
- Salesforce
- Dynamics 365
- Jira & Confluence Administration
- Procurement operations
- IT asset management
- Cybersecurity fundamentals
- Technical troubleshooting & escalation
- Stakeholder management
- Project coordination
Hobbies and Interests
- Traveler
- Multicultural trend enthusiast
- Music lover (piano)
- Fitness enthusiast
References
References available upon request.
Timeline
Senior IT Engineer (Level 2)
TeamViewer Pty Ltd
07.2021 - Current
Intern – Data Analyst
Australian Lease Management
04.2021 - 07.2021
Procurement Analyst
MAS Holdings
06.2016 - 07.2019
ACS Information Technology Professional Year -
Australian Computer Society
Master of Information Technology - Enterprise Management
University of South Australia
Bachelor of Business Administration - Special Degree
University of Colombo
AAT Passed Finalist -
Association of Accounting Technicians SL