Ruchira Liyanage
Woolner ,NT
Summary
Resourceful Service Desk Technician known for high productivity and efficient task completion. Skilled in troubleshooting, technical support, and IT service management. Excel at communication, problem-solving, and adaptability, ensuring smooth operation of IT services and user satisfaction. Seasoned Service Desk Technician with noteworthy experience in providing first-line IT support, troubleshooting software and hardware issues, and maintaining computer systems. Strong abilities include managing large volumes of service requests and streamlining processes for improved efficiency and user satisfaction. Previous work has significantly contributed to team productivity and customer satisfaction through effective problem resolution, technical guidance, and professional communication.
Overview
7
7
years of professional experience
Work History
Service Desk Technician
TechNest IT Services
Melbourne , VIC
01.2020 - 12.2021
- Troubleshoot and diagnose a range of hardware and software issues.
- Provided remote assistance and, where necessary, on-site support.
- Documented all support activities and maintained accurate records.
- Escalated complex issues to the appropriate higher-level support teams.
- Coordinated with vendors to procure IT equipment according to company standards.
- Handled customer service issues by providing guidance or escalating for advanced support.
IT Technician Intern
Telesis Solutions
Melbourne , VIC
07.2019 - 12.2019
- Installed software, hardware and peripheral components on computers and networks.
- Helped identify and troubleshoot basic network issues.
- Assisted with maintaining and upgrading hardware and software.
- Supported the installation and setup of servers and other equipment.
- Monitored system performance and reported any issues to senior staff.
- Provided basic on-site and remote support for computers, printers, and mobile devices.
- Helped manage IT inventory and ensured equipment was properly tracked.
- Applied software updates and patches under supervision.
- Assisted with setting up user accounts and access permissions.
- Learned about backup processes and supported disaster recovery tasks.
- Documented simple technical procedures and solutions.
- Provided basic IT support to employees and answered general queries.
- Worked closely with the IT team to gain hands-on experience with systems and networks.
IT Support Officer
Union Assurance PLC
Colombo, Sri Lanka
03.2015 - 06.2017
- Monitored and responded quickly to requests received through the IT help desk ticketing system.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux, and Mac operating systems.
- Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Performed maintenance and upgrades to existing computer systems as needed.
- Configured user accounts in Active Directory and other directory services platforms.
- Serviced and maintained computers and network equipment.
Education
Master of Information Technology - Cyber Security
Charles Darwin University
Darwin, NT11-2023
Bachelor of Information Technology - Computer Networking
Melbourne Polytechnic
Melbourne, VIC08-2020
Skills
- Software Installation
- Remote Support
- Incident Management
- End-User Training
- Asset Management
- Operating systems
- Hardware support
- Data Recovery
- Desktop support
- Information Protection
- Ticket management
Languages
English
Professional
Licenses
- Australian Full Drivers Licence
- Working with Children Check
References
References available upon request.
Timeline
Service Desk Technician
TechNest IT Services
01.2020 - 12.2021
IT Technician Intern
Telesis Solutions
07.2019 - 12.2019
IT Support Officer
Union Assurance PLC
03.2015 - 06.2017
Master of Information Technology - Cyber Security
Charles Darwin University
Bachelor of Information Technology - Computer Networking
Melbourne Polytechnic
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