Nuwan Ganegoda
Senior Service Desk Analyst | Mobility Support Specialist
Pakenham,VIC
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Senior Service Desk Analyst
Metricon Homes Australia
4 2023 - Current
- Serve as 2nd in Charge during Service Desk Manager's absence, ensuring seamless operational continuity
- Served as CAB Chair delivering critical changes to systems and Infrastructure without impacting Production Environment
- Lead and train a dedicated team responsible for display home equipment and printer management, fostering technical expertise and operational excellence
- Drive inter-departmental technical knowledge sharing and handle escalations to maintain high service standards
- Spearhead innovative solutions and develop comprehensive knowledge resources to enhance team efficiency and service delivery
- Provide ongoing training and mentorship to junior staff, ensuring consistent upskilling and performance improvement
- Oversee national fleet management, configuration, and vendor liaison for Canon printers, ensuring high availability and optimal performance
- Manage shift hand-offs and workload balancing, maintaining smooth operations across shifts
- Act as the SME for mobility remote mobile management (AirWatch), particularly for iPhones and iPads, ensuring secure and effective device management
- Monitor and manage assets, strictly adhering to ITIL best practices for tracking and lifecycle management
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Proactively monitor service tickets, ensuring SLAs are met and customer expectations are exceeded
- Provide remote support and on-site technical assistance for display home infrastructure, ensuring robust and reliable systems
- Administer SCCM for Windows/application deployment, O365, Azure AD, and Exchange (on-prem and cloud), while troubleshooting business-critical applications (CRM/Dynamics 365/Cisco CM)
- Administer XenApp/Parallels servers, SharePoint, and virtual/cloud storage solutions (OneDrive, iCloud, Local VM), ensuring high availability and optimal resource utilization
- Deliver tailored VIP client support, boardroom meeting setups, and executive-level incident communication, ensuring flawless service delivery for key stakeholders
- Foster strong relationships with both internal and external stakeholders, driving collaborative problem-solving and efficient service provision.
Service Desk Analyst
Metricon Homes Australia
1 2021 - 4 2023
- Laptop & Mobile Deployment
- SME for Mobility Remote Mobile Management (Airwatch) for iPhone and iPads
- Incident Management/Prioritization and escalation/Knowledge base Creation in JIRA
- Asset Tracking and Management
- MS Office Application Support
- Desktop Troubleshooting
- System Center Configuration Management (Windows Deployment / Application Deployment)
- O365 Administration
- Azure Active Directory
- Exchange Server Administration (On Prem/ Cloud)
- Business Application Troubleshooting (Businesscraft/ Clickhome/MWEB/CRM/DataBuild/WMS/MRS/SQS/Cisco CM)
- Xenapp/ Parallels Server side Administration and Support
- Printer Troubleshooting
- SharePoint and Content Management Support
- User Account Creation/ Administration (ON- Prem and Cloud)
- WINDOWS 11/10/7 Support
- IOS Support
- Group Communication Channel Support (Teams/LifeSize/ Cisco Jabber)
- External / Internal Stakeholder Management
- Team Leadership and Management
- Cloud Storage Support (OneDrive/ iCloud)
- VIP Client Support /Board room meeting support
- High Priority Incident Management
- Mimecast Cloud based email management.
Owner
Self Employed
06.2014 - Current
- Time Management
- Order Processing
- Reporting
- Team Management
- Team Member Training
- Equipment Maintenance
- Asset Procurement
- Team member Hiring
- Finance and Account Management
- Mentoring
- OH&S Regulation Compliance
- Service Delivery and Client Satisfaction Surveys
- Service Audits
- Inventory Audits
- Contract Handling and Renewals
- Leadership Skills
- Co-ordination Skills
- Vendor Liaison.
IT Support Analyst
City FM Australia
02.2019 - 12.2020
- Laptop & Mobile Deployment
- Mobility Remote Mobile Management (Airwatch / Intune) for iPhone and iPad
- Exposure to Snow and Highly Proficient in Service Desk Plus ITSM Tools
- Asset Management
- MS Office Application Support
- Desktop Troubleshooting
- System Center Configuration Management (Windows Deployment / Application Deployment)
- In House Application Support and Troubleshooting
- Remote Support
- O365 Administration
- Azure Active Directory
- Exchange Server Administration
- Remote Server Support (DHCP/iPOS/RDP/FILE SERVER)
- Business Application Support (PATGUARD/CX Engage/SUN/DAYFORCE/SUN/SINE/ZOHO)
- Coles Citrix Administration and Support
- Printer Troubleshooting & Management
- SharePoint and Content Management
- User Administration (ONBOARDING/OFFBOARDING/ LOCAL ACTIVE DIRECTORY)
- WINDOWS 10 Support
- IOS Support
- After Hours Emergency Support and Escalation
- External Vendor Liaison
- Hardware Repair & Maintenance
- Cloud Storage Support (OneDrive/ iCloud)
- VIP Client Support
- High Priority Incident Management and Escalation.
Bookkeeper / Technical All Rounder
Associated Newspaper of Ceylon LTD
06.2010 - 08.2010
- Managed customer accounts by ensuring any issues and queries were resolved professionally and efficiently ensuring no payment delays
- Demonstrated ability to work with maximum accuracy, efficiency and attention to detail
- Excellent ability to communicate clearly, concisely, and openly in all interactions (verbal and written)
- Thrived to services on time, within budget, often exceeding expectations
- Accurate recording of financial transactions of the business in spreadsheets or databases, reporting any irregularities
- Actively organized payment of accounts, prepared and sent invoices, receipts along with additional paperwork to debtors
- Managed and carried out bank reconciliations
- Accurately reporting information for the preparation of BAS
- Successfully produce balance sheets, income statements and other financial documents
- Effective installation and configuring of computer hardware, software, systems, prints and scanners
- Scheduled and undertook maintenance upgrades
- Responsibly set up accounts for staff, ensuring they understand how to log into program
- Quickly and effectively responding to breakdowns and solving password problems
- Investigating, diagnosing and solving computer software and hardware faults effectively
- Requesting replacement parts for equipment, obtaining replacement or specialist component, fixtures or fittings
- Accurately maintaining records of software licenses.
Administration / Technical Assistant
Associated Newspaper of Ceylon LTD
03.2010 - 06.2010
- File Management
- Client Administration
- Low Literacy Client Support
- Enquiry Handling
- AD-Hoc Administration Tasks
- Mail Dispatching
- Customer Reception.
Warehouse Clerk / QA
HAYLEYS ADVANTIS LIMITED
02.2005 - 12.2005
- Inventory Management
- Data Entry
- Client Engagement and Liaison
- Quality Assurance
- Cycle Counting and Record Management
- Stock Recovery
- Stock Loss Prevention.
Education
Certificate IV in Cyber Security - Computer And Information Systems Security
Holmesglen Institute
Chadstone, VIC 04.2001 -
Bachelor of Computing - Information Technology
Swinburne University of Technology
Hawthorn, VIC 02.2007 - 02.2010
Associated Degree - Information Technology
Sri Lanka Institute of Information Technology
Colombo, Sri Lanka 01.2005 - 12.2006
Skills
Leadership
Problem Solving
Adaptability
Collaboration
Time Management
Pressure Handling
Communication
Asset Management
Inventory Management
Conflict Resolution
Resiliency
ITIL Knowledge
SLA Compliance
Training and mentoring
Incident Management
Vendor coordination
Professional Media
https://www.linkedin.com/in/nuwan-ganegoda-5b94751bb
Certification
Associated Degree, SLIIT, 2005
Languages
English
Full Professional
Sinhala
Native or Bilingual
Timeline
IT Support Analyst
City FM Australia
02.2019 - 12.2020
Owner
Self Employed
06.2014 - Current
Bookkeeper / Technical All Rounder
Associated Newspaper of Ceylon LTD
06.2010 - 08.2010
Administration / Technical Assistant
Associated Newspaper of Ceylon LTD
03.2010 - 06.2010
Bachelor of Computing - Information Technology
Swinburne University of Technology
02.2007 - 02.2010
Warehouse Clerk / QA
HAYLEYS ADVANTIS LIMITED
02.2005 - 12.2005
Associated Degree - Information Technology
Sri Lanka Institute of Information Technology
01.2005 - 12.2006
Certificate IV in Cyber Security - Computer And Information Systems Security
Holmesglen Institute
04.2001 -
Senior Service Desk Analyst
Metricon Homes Australia
4 2023 - Current
Service Desk Analyst
Metricon Homes Australia
1 2021 - 4 2023
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