Monro Fernando
Wheelers hill,Australia
Summary
Dynamic IT Field Engineer with a proven track record at Unisys, excelling in problem-solving and customer service. Expert in diagnosing complex technical issues and implementing strategic solutions. Recognized for enhancing system performance and conducting impactful user training, ensuring compliance with security protocols while fostering a culture of excellence.
Overview
7
7
years of professional experience
Work History
IT Field Engineer L4
Unisys
Boxhill, VIC
11.2023 - Current
- Provided first-line support to end-users for technical issues, remotely and on-site.
- Diagnosed and resolved hardware and software problems across desktops, laptops, and networks.
- Performed regular system maintenance including patch management and antivirus updates.
- Monitored system performance, proactively addressing issues before escalation.
- Managed user accounts and permissions in Active Directory, ensuring security protocols were followed.
- Conducted training sessions for users on effective IT systems utilization and software applications.
- Documented system configurations and support requests in a comprehensive ticketing system.
- Developed IT policies and conducted audits to ensure compliance with industry standards.
Freelancer Website Developer
Wix.com
Wheelers hill, VIC
09.2024 - 12.2024
- Gathered client requirements to inform website design process.
- Designed and implemented website, ensuring functionality and user experience.
- Connected domain and assigned user permissions for secure access.
- Conducted end-user training to promote effective website utilization.
- Executed comprehensive testing to identify and resolve issues before launch.
Desktop Support L1
St Vincent Hospital
Fitzroy, VIC
03.2023 - 05.2023
- Deployed infrastructure to enhance system performance.
- Managed assets to ensure optimal utilization.
- Oversaw user accounts and access control for security compliance.
- Executed network patching to maintain connectivity and performance.
- Provided application support by troubleshooting software issues using Cherwell ticketing system.
- Conducted on-site visits to branches, assisting end-users with technical challenges.
- Resolved hardware-related issues and supported network device management.
- Handled remote support via AnyDesk to address user concerns.
Desktop Support L1
NTT
Melbourne, VIC
02.2023 - 03.2023
- Maintained Active registry for laptop refresh, ensuring up-to-date inventory management.
- Provided application support by troubleshooting software-related issues for users.
- Conducted on-site visits to branches to assist end-users with technical difficulties.
- Supported users with Office 365, Outlook, and VPN to enhance productivity.
- Utilized SNOW ticketing system as a service desk analyst to track and resolve incidents.
- Resolved hardware-related issues and addressed problems with network devices efficiently.
- Collaborated with cross-functional teams to improve service delivery and user satisfaction.
IT Technical Support Analyst
ANZ Bank
Mount waverley, VIC
01.2021 - 05.2021
- Company Overview: [IMI Solutions]
- Building laptops, desktops for customer requirements.
- Install applications for requirements.
- Hardware installation.
- Networking.
- Managing deliveries of prepared machines.
- [IMI Solutions]
Information Security Analyst
Sri Lanka CERT
Colombo, Sri Lanka
06.2018 - 01.2019
- Configured and maintained servers to ensure optimal performance.
- Executed network routing and switching configuration for enhanced connectivity.
- Analyzed server logs to identify and resolve potential issues.
- Handled digital forensic court orders, analyzed devices, and generated reports for court cases.
- Developed website and challenges for Capture the Flag (CTF) hacking challenge at CSW2017.
- Coordinated with universities for registration and information dissemination for CSW2017 Information Security Quiz.
- Contributed to workshops at CSW2017 to enhance knowledge sharing.
- Presented at four awareness programs alongside team members to promote cybersecurity education.
Education
Bachelor of Science - Information Technology
Kotelawela Defence University
Ratmalana, Sri Lanka01.2018
Software development in Java Certification -
National Institute of Business Management
Sri Lanka01.2017
Year 12, GCE Advanced Level - Commerce
St' Sebastian's College
Colombo, Sri Lanka01.2013
Skills
- Qualitative and analytical skills
- Problem-solving and analysis
- Attention to detail
- Communication expertise
- Strategic thinking
- Work ethic
- Organizational abilities
- Customer service excellence
- Pressure resilience
References
- Mr. Bala Show Reddy, Field Engineer Services Manager, +61 427270567, Bala.allam@unisys.com
- Mr. Don Wiesinghe, IT Support Officer, +61 48122606, Don.wijesinghe@svha.org.au
- Mr. Santosh Ganeshan, Manager IBM Technologies, +61 412984346, Santhoshganeshan@anz.com
- Mr. Lal Dias, Chief Executive Officer, Sri Lanka Cert (Computer Emergency Readiness Team), lal@cert.gov.lk
Systems Software Packages Knowledge
- Microsoft 365
- N-Central
- Active Directory
- Cherwell
- SNOW
- VNC
- Windows remote desktop Connection
- Lan Sweeper
- Full MS Office Suite (Word, PowerPoint, and Excel - Excellent knowledge)
- Adobe Multimedia
- DBMS
- SQL
- Linux/ Kali Linux systems
- ERPS (Enterprise Resource Management System)
Qualifications
Bachelor of Science (Information Technology) Hons., Kotelawela Defence University Ratmalana, Sri Lanka, 08/01/15, 05/01/18, Software development in Java Certification, National Institute of Business Management, Sri Lanka, 2017, Year 12, GCE Advanced Level (in Commerce), St' Sebastian's College, Colombo, 2013, Current Police Check, 2144670
References
References available upon request.
Timeline
Freelancer Website Developer
Wix.com
09.2024 - 12.2024
IT Field Engineer L4
Unisys
11.2023 - Current
Desktop Support L1
St Vincent Hospital
03.2023 - 05.2023
Desktop Support L1
NTT
02.2023 - 03.2023
IT Technical Support Analyst
ANZ Bank
01.2021 - 05.2021
Information Security Analyst
Sri Lanka CERT
06.2018 - 01.2019
Bachelor of Science - Information Technology
Kotelawela Defence University
Software development in Java Certification -
National Institute of Business Management
Year 12, GCE Advanced Level - Commerce
St' Sebastian's College