Keshan Abeywardena
Doreen,Australia
Summary
Service-oriented, hands-on Technical Support with excellent communication and leadership skills. Strong track record of responsive and respectful service, cost-conscious service-level maintenance, and empowering IT team leadership. Proven ability to understand an organization's critical support requirements, identify deficiencies and opportunities, and develop innovative solutions for increasing IT reliability.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Sigma Healthcare
09.2023 - Current
- Windows 10, Windows Server OS, MS Office suite (2010 - 365), Service Desk ticket management - Jira & Confluence, Cisco Anyconnect, IT Asset Management, User/Account administration, Network infrastructure including routers, switches, firewalls and UPS units, Microsoft Defender, Endpoint, Deployment - software management (SCCM), Remote Desktop Services, Powershell scripting, Hybrid Active directory (onPrem & Azure)
IT Service Desk Officer
IFM Investors
11.2022 - 09.2023
- Windows 10, Windows Server OS, MS Office suite (2010 - 365), Microsoft 365 & Microsoft Teams, Service Desk ticket management (e.g., Service Now), Voice and Video Conferencing support (Cisco Jabber, Cisco Webex, MS Teams), Citrix XenApp (Virtual Desktop) & Citrix Gateway (VPN), Remote Desktop support, IT Asset Management (Hardware & Software), User/Account administration, Network infrastructure including routers, switches, firewalls and UPS units, Mobile Device Management (MDM) administration, Security (Web and Email using Forcepoint), Deployment - software management (SCCM), Microsoft SharePoint & Yammer
IT L1 Help Desk Operator
Ingenico
06.2022 - 11.2022
- 24/7 delivery of Client support services; including but not limited to Merchant Support, Field Tech support, Terminal Moves & Changes, Experienced in using Citrix- CAMS, Cisco Jabba, BMC remedy, Cyberark, TMS, Touchpoint & Jira, Active involvement in the development of management reporting and planning systems and tools, Provide remote support for hardware such as POS Systems, EFTPOS Terminals and Computers, Packaged Software install using remote access tools, Delivery of team and individual KPIs as directed by Team Leader or Shift Lead, Support business change initiatives, collaborating wherever possible, Ability to multi-task and manage competing demands in a timely.
MANAGER
Dominos Camberwell
01.2020 - 06.2022
- Provide customer support for issues via email and mydominos portal, Managing tasks and conducting performance reviews, email distribution list and work place portals using Microsoft office 365, Installing software and training employees to use new programs such as dotti, dpegpsdriver and dominos employee portal.
DUTY MANAGER
IBIS Budget Sydney East
03.2017 - 12.2018
- Responsible for the day-to-day operation of the entire hotel and welfare of the guests, Handled guest complaints if they have not been dealt with by team members and provide a rapid solutions, Worked closely with departments and keep daily logs of all occurrences which are to be brought to the attention of the general manager of the hotel, Conducted opening procedures including setting floats, workstations and preparing for trade.
PERSONAL BANKING ADVISOR
HSBC
06.2016 - 12.2016
- Responsible for achieving sales and revenue targets (personal loan portfolios of 6 million per quarter) and implementing distribution strategy, Provided excellent customer service to understand and provide solutions for customers' needs, Achieved KPI targets for HSBC personal and vehicle loans.
Education
Bachelor of Information Technology - Business Information Systems
Melbourne Polytechnic University
02.2022
Skills
- Customer Skills
- Communication skills
- Ability to learn quickly
- Teamwork skills
- Interpersonal skills
- Integrity
- Troubleshooting/problem-solving skills
- Ability to work under pressure
- Adaptability
- Support Experience
References
References will be furnished upon request.
Certification
Skillsoft Certifications,
- CompTia Cloud Essentials+ : Essential Cloud Computing
- CompTia Security+ : Social Engineering Techniques & Other Attack Types
- CompTia Security+ : Analysing Application & Network Attacks
- Microsoft 365 fundamentals : Understanding cloud concepts
- Microsoft 365 fundamentals : Cloud Benefits & Considerations
- Microsoft 365 fundamentals : Windows 10 Enterprise
- Microsoft 365 fundamentals : Cloud Services & Principles
- Microsoft Azure fundamentals
- CompTia A+ Core 1
- CompTia A+ Core 1 : Installing Hardware & Display Components
Timeline
IT Service Desk Analyst
Sigma Healthcare
09.2023 - Current
IT Service Desk Officer
IFM Investors
11.2022 - 09.2023
IT L1 Help Desk Operator
Ingenico
06.2022 - 11.2022
MANAGER
Dominos Camberwell
01.2020 - 06.2022
DUTY MANAGER
IBIS Budget Sydney East
03.2017 - 12.2018
PERSONAL BANKING ADVISOR
HSBC
06.2016 - 12.2016
Bachelor of Information Technology - Business Information Systems
Melbourne Polytechnic University
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