Summary
Overview
Work History
Education
Skills
Technical Skills
Timeline
Generic

Lashini De Costa

IT Operations & Support Analyst
Clyde North,VIC

Summary

Adept IT Operations & Support Analyst with a proven track record at MedHealth, enhancing system reliability and user satisfaction. Excelled in deploying enterprise software and streamlining backup processes, demonstrating strong technical acumen and exceptional customer service. Skilled in Active Directory and adept at fostering internal communications, significantly improved IT service levels.

Overview

7
7
years of professional experience
3
3
years of post-secondary education

Work History

IT Operations & Support Analyst

MedHealth
Melbourne, Victoria
06.2023 - Current
  • Maintain and support critical systems, ensure high availability and reliability of IT services.
  • Provide technical assistance to end-users, addressing issues related to software and system access.
  • Create and maintain operational documentation including incident reports, and system logs.
  • work with cross-functional teams to implement new technologies and processes, improving overall efficiency.
  • analyze recurring issues, identify root cause, and implement solutions to prevent reoccurrence.
  • Ensure adherence to IT policies, procedures, and security protocols.
  • Recommend and implement performance-enhancing updates and patches for systems and software.
  • Prior to release new versions to the applications testing test cases in UAT environments.

Desktop Support Engineer

MedHealth
Melbourne, Victoria
02.2021 - 06.2023
  • Provide first and second-level technical support for desktops, laptops, and peripheral devices, ensuring prompt resolution of hardware and software issues.
  • Install, configure, and maintain desktop systems, applications, printers, and other hardware devices.
  • Diagnose and resolve issues related to operating systems, network connectivity, and application performance.
  • Respond to user inquiries via phone, fresh service or in-person, offering guidance on hardware and software usage.
  • Perform routine maintenance, updates, and upgrades for end-user devices, ensuring systems are secure and up-to-date.
  • Create, update, and manage user accounts, passwords, and access permissions.
  • Maintain inventory of hardware and software assets, tracking warranties, licenses, and lifecycle status.
  • Create and update technical documentation, including troubleshooting guides, user manuals, and ticket logs.
  • Escalate unresolved issues to higher-level support teams and provide detailed incident reports.

Desktop Support Engineer

Bauer Media Group
Melbourne, Victoria
07.2019 - 02.2021
  • Install, upgrade, support and troubleshoot Windows OS< authorized desktop applications, hardware, and peripheral equipment.
  • Build, maintain, and deploy standardized, current images of various Operating Systems on multiple Hardware platforms.
  • Support and update Virtual Desktop Infrastructure.
  • Managed laptops, desktops, and printers company wide.
  • Configured and maintained active directory / group policies.
  • Automated data backup processes, increasing network security and saving company resources.

Desktop Support Engineer

StadCop
Melbourne, Victoria
06.2018 - 07.2019
  • Provided timely support for hardware, software and network-related issues, responding to and solving weekly tickets adhering to ITIL processes.
  • Documented incident and resolution information on ServiceNow ticketing tool.
  • Configure antivirus software to fully protect IT environment.
  • Windows and Mac OS based end points (Laptops, Desktops, & Thin Clients) Tablets & Smartphones (IOS & Androids) and Microsoft Office configuration.
  • Worked with external vendors to refresh / replace hardware devices.

Education

Master of Science - Information Technology

Charles Sturt University
Melbourne, VIC
02.2018 - 02.2020

Professional Year Program

Danford College
Melbourne, VIC
02.2020 - 02.2021

Skills

Internal technical communications

Support ticketing systems

Remote support

Software knowledge

Desktop Support Application

Service level management

Active Directory

Group policy administration

Hardware support

Antivirus configuration

Backup and restore tools

Enterprise software deployment

Strong customer service

Communication

Technical Skills

  • Operating Systems

Windows 10, Vista, 7/8, Windows server 2016, 2019, Mac OS


  • Microsoft Systems Center Suite

SCCM, SCOM, VM


  • Microsoft Office Package

Office365, MS Excel, MS Word, MS Outlook


  • Security & Administration

Microsoft Exchange, DNS/DHCP, Antivirus Software, VPN tools


  • ERP Systems

SAP ECC, S4/HANA, Pronto


  • Service Management

ServiceNow, ITIL Framework, FreshService

Timeline

IT Operations & Support Analyst

MedHealth
06.2023 - Current

Desktop Support Engineer

MedHealth
02.2021 - 06.2023

Professional Year Program

Danford College
02.2020 - 02.2021

Desktop Support Engineer

Bauer Media Group
07.2019 - 02.2021

Desktop Support Engineer

StadCop
06.2018 - 07.2019

Master of Science - Information Technology

Charles Sturt University
02.2018 - 02.2020

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Lashini De CostaIT Operations & Support Analyst