Don Wijesinghe
Summary
Accommodating IT Helpdesk Executive role with 2 years of experience interacting cordially with wide range of personalities and satisfying customers by patiently and tactfully handling difficult situations. Practiced at maintaining, analyzing and troubleshooting computers and peripherals. Highly motivated and results-driven when resolving IT issues and interacting with help desk staff.
Overview
2
2
years of professional experience
Work History
Helpdesk Executive
Adelanka(pvt) Ltd (Soundmouse.com)
07.2013 - 07.2015
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided on-call support for critical issues related to [Software].
Education
Bachelor of Science - Information Technology
Melbourne Polytechnic
Preston, VIC06.2024
Bachelor of Science - Information Technology
Charles Sturt University
Melbourne, VICProfessional Graduate Diploma - Information Technology
British Computer Society
United Kingdom09.2014
Diploma - Information Technology
British Computer Society
United Kingdom09.2012
Certificate IV - Information Technology
British Computer Society
United Kingdom03.2012
Skills
- Training Initiatives
- JIRA
- End-User Support
- PC Configuration
- Bug Fixes
- Microsoft Windows and Office
- Helpdesk Support Coordination
- Organizational Skills
- Issue and Resolution Tracking
- Ticket Management
- Interpersonal Skills
- Training Junior Team Members
Timeline
Helpdesk Executive
Adelanka(pvt) Ltd (Soundmouse.com)
07.2013 - 07.2015
Bachelor of Science - Information Technology
Melbourne Polytechnic
Bachelor of Science - Information Technology
Charles Sturt University
Professional Graduate Diploma - Information Technology
British Computer Society
Diploma - Information Technology
British Computer Society
Certificate IV - Information Technology
British Computer Society
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