Isuru Jinadasa
Clyde North,VIC
Summary
With a passion for the IT industry and over 7 years of experience as an IT Professional, I am capable of providing a high level of support to stakeholders. I have strong communication skills and the ability to go above and beyond to find a solution and meet company deadlines.
Overview
7
7
years of professional experience
1
1
Certificate
Work History
IT Technician
Techware Corporation (Australia) Pty Ltd
02.2023 - Current
- Maintain office PCs, networks and mobile devices.
- Monitor systems in operation and quickly troubleshoot errors.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Set up and maintain user accounts and client access.
- Perform installation, maintenance and repair for complex internal computer hardware and various software applications.
- Use diagnostic tools to identify hardware failures and replace non-functional components.
- Recommend new and replacement hardware and software purchases.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Follow detailed operational processes and procedures to appropriately analyze, escalate and assist in the remediation of information security incidents.
- Complete routine and complex software installations, assisting users of various levels of computer sophistication in the operation of new and existing software.
- Perform troubleshooting to correct computer hardware and software malfunctions.
- Explain technical information in clear terms to non-technical individuals to promote better understanding.
- Manage system-wide operating system and software deployments as well as related software upgrade problems.
FIELD SERVICE TECHNICIAN
STEADFAST SOLUTIONS
01.2022 - 01.2023
- Microsoft Windows 8/10/11 Support and Troubleshooting
- Troubleshoot Windows Server, AD and Microsoft Exchange-related issues
- Troubleshoot Microsoft 365 and Azure AD-related issues
- Logging tickets using PSA tools (Kaseya, Autotask, Solarwinds)
- Setting up phone and video conference equipment
- Installing and configuring new hardware and software
- Onsite support to install hardware
- New user/system setup and user migration
- Server maintenance, monitoring, patching
- Over-the-phone troubleshooting
- Maintain SLAs and KPIs
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Installed new equipment and explained the operation and routine maintenance protocols to customers.
- Established positive customer relationships by providing punctual, cost-effective solutions.
UNIFIED COMMUNICATIONS TECHNICIAN
ACCESS4 PTY LTD
01.2021 - 01.2022
- Member of Technical Assistance Team and answering calls
- Setup MS Teams, Communicator
- Webex, Zoom troubleshooting
- Troubleshoot unified communication using VoIP
- Monitoring tool
- Setting up Call Centres, IVR, Hunt Groups and troubleshooting
- Triaging tickets and updating customers regularly.
SENIOR SERVICE DESK TECHNICIAN
KINETIC IT PTY LTD
01.2017 - 01.2021
- Responding to customer queries via the phone and email
- Logging new tickets and escalating high priority assistance
- Providing updates to clients on open tickets
- Subject Matter Expert for managing and handling incident tickets
- Maintaining users PC' s including upgrades and configuration
- Providing troubleshooting government
- Keeping a log of inventory of all equipment
- Using Active Directory, IT ticket systems and remote desktop interaction
- Implementing system procedures
- Meeting Service Level Agreements
- Recording data into the CRM system
- Training new employees
Education
Bachelor of IT (Network Engineering) - IT
Charles Sturt University
Melbourne, VIC01.2010
Skills
- Office 365 and Windows 10, Windows 11
- Azure Active Directory and Windows Server
- Cloud Computing
- Citrix Environment
- Desktop, Laptop and Mobile Support
- CRM tools
- Monitoring tools: N-able Agent, Automate
- Ticketing systems - Service Now, Service Manager, Salesforce, Autotask, Connectwise
- Intermediate knowledge of TCP/ IP
- Networking
Certification
- ITIL Certification
- MS900 Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Technician
Techware Corporation (Australia) Pty Ltd
02.2023 - Current
FIELD SERVICE TECHNICIAN
STEADFAST SOLUTIONS
01.2022 - 01.2023
UNIFIED COMMUNICATIONS TECHNICIAN
ACCESS4 PTY LTD
01.2021 - 01.2022
SENIOR SERVICE DESK TECHNICIAN
KINETIC IT PTY LTD
01.2017 - 01.2021
Bachelor of IT (Network Engineering) - IT
Charles Sturt University
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