Don Bopearachchi
Wellard,Australia
Summary
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
18
18
years of professional experience
1
1
Certification
Work History
IT Support Team Lead
Alcoa Australia (Through Tech Team Global)
Kwinana, WA
01.2010 - Current
- Provided coordination with the analysis, acquisition, implementation, and installation of new hardware and software
- Undertaken back-up and recovery activities
- Supported and deployed desktop applications, including the use of imaging and software packaging tools
- Maintained positive working relationship with fellow staff and management.
- Provided support to end users either over the phone Internet or in person, and solved their computing problems in a timely manner
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Coordinated resources across multiple teams to achieve project goals within budget constraints.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Created detailed reports on team activities as requested by management.
- Fostered positive employee relationships through communication, training and development coaching.
Service Desk Analyst
Water Corporation (Through CSC)
Perth, WA
11.2010 - 05.2011
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Collaborated with other teams to ensure successful resolution of customer inquiries.
- Ensured that all systems were running optimally by performing regular health checks on servers and network devices.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Responded promptly to customer emails regarding any IT related queries.
- Provided telephone support to staff members who require assistance with their computers or network connections.
- Developed detailed reports on system performance metrics for management review.
- Provided first-level technical support to customers with IT related issues.
- Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
- Commonly used tools and applications: Remote desktop tools (Dameware Mini Remote Control), Call logging service (HEAT), Novell iManager, Active directory, Exchange server, CISCO Resource manager, Netwise Directory manager, SAP, Office packages, Messagenet, Microsoft System Management Server.
Rollout Technician
Fujitsu Australia
Perth, WA
08.2010 - 11.2010
- Installed new components or replaced defective parts to restore functionality.
- Performed troubleshooting and repair of equipment in accordance with manufacturer specifications.
- Tested and calibrated instruments to ensure accuracy and reliability of data.
- Replaced defective components or parts as needed.
IT Technician
IBM Perth
Perth, WA
02.2007 - 08.2010
- Installed and configured CISCO routers and other network equipment.
- Installed and configured hardware, software, systems, networks, printers, and scanners.
- Maintained user accounts in Active Directory and Exchange Server environments.
- Troubleshot system issues related to network connectivity, software installation and configuration, printing.
- Provided technical support to users via telephone or remote access.
- Monitored system performance and implemented preventive maintenance procedures.
- Assisted with the deployment of new applications and updates to existing applications.
- Implemented security measures such as firewall configuration and virus protection software installation and updates.
- Resolved hardware issues including replacing parts as necessary.
- Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
- Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
- Deployed operating systems.
- Diagnosed hardware failures using diagnostic tools such as PC Doctor or Windows Event Viewer.
Web Designer/ Programmer
Information for Action, North Perth WA, 6906, Australia
Perth, WA
01.2006 - 01.2007
- Design and develop websites
- Experienced in PHP, MySQL environment and Java Script for business applications.
- Created prototypes, mockups, and visual designs to illustrate the look and feel of web pages.
- Integrated HTML, CSS, JavaScript, and other programming languages into websites.
- Optimized website performance by conducting testing on various browsers and devices.
- Checked copywriting, image design, banners and other features for blending within site content and reviewed graphics for cohesive aesthetics.
Ontology developer, Programmer and Documenter
Ontology based search engine for Curtin University
01.2006 - 01.2007
- Used Object Oriented design methodology(UML)
- Design and developed an ontology structure using Protégé
- Create front- end business application using html and back- end database using MySQL
- Used PHP for the development.
Education
Graduate Diploma of Science (Information Technology) -
Edith Cowan University
12.2010
Bachelor of Commerce (Information Systems) -
Curtin University of Technology
12.2008
Diploma in Information Technology -
SLIIT
12.2005
Certificate in Information Technology -
SLIIT
12.2004
Skills
- Regulatory Compliance
- Schedule Management
- Performance Improvement
- Quality Control
- Coaching and Mentoring
- Diversity and Inclusion
- Performance monitoring
- System Configuration
- Mobile Device Management
- Database Administration
- Configuration Management
Certification
Microsoft Certified Desktop Support Technician
Health
Excellent
Awards
- Member of Australian Computer Society, 01/01/2008, Current
- President of School Photography Society, 01/01/2000, 12/31/2001
- Member of School Science students Society, 01/01/1999, 12/31/2000
References
Greg Chapman
Client Service Manager -AUS Information Services
Alcoa Australia
Contact No: 03 5521 5414
Email: greg.chapman@alcoa.com
Hobbies and Interests
Cricket, Martial Arts Movies and Music
Timeline
Service Desk Analyst
Water Corporation (Through CSC)
11.2010 - 05.2011
Rollout Technician
Fujitsu Australia
08.2010 - 11.2010
IT Support Team Lead
Alcoa Australia (Through Tech Team Global)
01.2010 - Current
IT Technician
IBM Perth
02.2007 - 08.2010
Web Designer/ Programmer
Information for Action, North Perth WA, 6906, Australia
01.2006 - 01.2007
Ontology developer, Programmer and Documenter
Ontology based search engine for Curtin University
01.2006 - 01.2007
Graduate Diploma of Science (Information Technology) -
Edith Cowan University
Bachelor of Commerce (Information Systems) -
Curtin University of Technology
Diploma in Information Technology -
SLIIT
Certificate in Information Technology -
SLIIT
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