Nishadha Senadheerage
Donnybrook,Australia
Summary
With three years of experience as a Service desk analyst in fast-paced environments, I thrive on applying my technical knowledge and customer service expertise to deliver exceptional support to end users. Known for troubleshooting & resolving technical issues promptly and effectively, I am well-versed in providing strategic IT support to drive business objectives. Eager to stay ahead of emerging technologies and industry best practices, I am ready for a new role in the field of Information technology where I can expand my knowledge and improve my skills.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Service Centre Analyst
Interactive Pty Ltd
Victoria, Australia
01.2024 - 05.2025
- Ensuring all incidents and requests are logged and actioned in accordance with agreed customer SLAs.
- Initiating incidents, conducting initial investigation and troubleshooting, and resolving issues appropriately.
- Responding to customer inquiries and providing technical assistance over the phone and in person.
- Taking ownership of and resolving escalated issues by liaising with other teams as needed.
- Identifying opportunities for process automation, workflow streamlining, and enhancing customer experiences through service improvements.
- Creating user accounts, assigning permissions, and managing accounts.
- Creating knowledge-based articles to improve workflow.
Service Desk Analyst
Hansen Technologies
Victoria, Australia
01.2021 - 01.2024
- Provide Level 1 technical support to end users via phone, email, and ticketing systems, ensuring prompt resolution of hardware and software issues.
- Addressing technical issues, managing escalations, and conducting thorough triage by Service Level Agreements.
- Diagnose and troubleshoot computer hardware, software, and network connectivity problems.
- Create and manage accounts/groups in Microsoft Exchange.
- Monitoring various networks and performing health checks.
- Monitoring data centre and backup management.
- PC Hardware and Software Configuration.
- Documentation Management.
- Training new team members.
Education
Bachelor - Information Technology
Melbourne Polytechnic
12-2027
Certification
- Microsoft Entra ID: Basics, Linkedin Learning
- CompTIA Network+ (N10-008) Cert Prep: 1 Understanding Networks, Linkedin Learning
- AWS Certified Cloud Practitioner (CLF-C01) Cert Prep: 1 Cloud Concepts, Linkedin Learning
Languages
- Sinhala
- English
References
- Cameron Axford, IT Services Delivery Manager, Hansen Technologies
- Tony Spierenburg, Service Centre Team Lead, Interactive Pty Ltd
Contact information is available upon request
Timeline
Service Centre Analyst
Interactive Pty Ltd
01.2024 - 05.2025
Service Desk Analyst
Hansen Technologies
01.2021 - 01.2024
Bachelor - Information Technology
Melbourne Polytechnic