Sanjaya Ranasinghe
Clarkson
Summary
Dedicated and customer-oriented Service Desk Agent with 5 years of experience providing exceptional technical support to end-users. Skilled in troubleshooting and resolving a wide range of hardware, software, and network issues. Proficient in utilizing help desk software and ticketing systems to efficiently manage and track support requests. Demonstrated ability to communicate technical concepts clearly and concisely, ensuring effective resolution of problems. Strong customer service skills with a focus on delivering outstanding service and exceeding user expectations. Proactive and detail-oriented, committed to meeting SLAs and maintaining high levels of customer satisfaction. Adept at working independently and collaboratively in fast-paced environments. Seeking to leverage my technical expertise and problem-solving abilities to contribute to the success of the support desk team.
Overview
5
5
years of professional experience
Work History
IT Consultant and Administrative Assistant
Kite Group
02.2023 - Current
- Planned and developed interfaces that simplified overall management and offered ease of use.
- Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
- Developed clear specifications for project plans using customer requirements.
- Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
- Contributed to project cost estimates and budgets based on assessment of client needs.
- Recommended and installed upgrades and helped businesses to plan for technology to match growth.
- Guaranteed successful technical upgrade projects for clients by collaborating with developers for integrations.
Support Desk Team Lead
Moresand Technologies
04.2021 - 02.2023
- Leading and managing a team of support desk technicians. Providing guidance, coaching, and mentorship to team members. Assigning tasks and responsibilities, and ensuring the team is working efficiently and effectively.
- Maintenance of system security measures, including access controls, encryption, antivirus software, firewalls, and security policies.
- Monitoring and managing the workflow of support tickets, ensuring they are assigned, prioritized, and resolved in a timely manner. Reviewing ticket queues, distributing workload, and ensuring SLA (Service Level Agreement) targets are met.
- Conducting regular performance evaluations and providing feedback to support desk team members. Setting performance goals and identifying areas for improvement.
- Serving as a point of escalation for complex or high-priority support tickets. Collaborating with other teams, such as Tier 2 or Tier 3 support, to resolve escalated issues.
- Generating reports and analyzing support desk metrics, such as ticket volumes, response times, resolution rates, and customer satisfaction. Identifying trends and areas for improvement based on data insights.
Systems and Network Support Administrator
Moresand Technologies
04.2019 - 04.2021
- Assisting in the implementation and maintenance of system security measures, including access controls, encryption, antivirus software, firewalls, and security policies. Identifying and addressing security vulnerabilities and ensuring compliance with security standards.
- Monitoring network performance and availability using network monitoring tools to proactively identify and resolve issues. Performing routine maintenance activities, such as firmware upgrades, patch management, and backup/restore procedures.
- Providing support and maintenance for the organization's network infrastructure, including routers, switches, firewalls, wireless access points, and other network devices. Ensuring network devices are properly configured, updated, and operating efficiently.
- Assisting in the implementation and maintenance of system security measures, including access controls, encryption, antivirus software, and security policies. Collaborating with the security team to address security vulnerabilities and respond to security incidents.
- Automating routine system administration tasks using scripting or configuration management tools to improve efficiency and reduce manual effort. Developing and maintaining automation scripts or workflows.
- Applying operating system and software patches and updates to maintain system security and stability. Evaluating patches and updates for compatibility and potential impacts. Developing and implementing patch management processes and schedules.
- Diagnosing and resolving technical issues related to server hardware, operating systems, and applications. Investigating and troubleshooting system failures, errors, and anomalies. Collaborating with other IT teams and vendors to resolve complex technical issues.
IT Support Technician
M I Synergy (pvt)Ltd
06.2018 - 04.2019
- Responding to and resolving technical issues raised by end-users through various communication channels such as phone, email, or in-person.
- Assisting users with hardware, software, and network problems, and offering solutions and guidance.
- Identifying the root cause of technical issues and applying troubleshooting techniques to resolve them effectively. Analyzing and diagnosing hardware and software problems and implementing appropriate solutions or workarounds.
- Assisting with the installation, configuration, and maintenance of computer hardware, peripherals, and software applications. Conducting routine hardware and software upgrades and patches to ensure system performance and security.
- Assisting in tracking and managing IT assets, including inventory management, asset deployment, and disposal. Collaborating with procurement and finance teams to ensure accurate asset records and compliance with licensing agreements.
Education
Master of Science - Cyber Security
Edith Cowan University
Perth, WA12.2024
Bachelor of Science - Computer Networking
University of Plymouth
United Kingdon08.2018
Skills
- Help desk software (eg, ServiceNow, Zendesk, Freshdesk)
- Ticketing systems
- Troubleshooting and problem-solving
- Hardware and software troubleshooting
- Network troubleshooting
- Operating systems (eg, Windows, macOS, Linux)
- Active Directory
- Remote desktop tools (eg, TeamViewer, Remote Desktop Connection)
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Timeline
IT Consultant and Administrative Assistant
Kite Group
02.2023 - Current
Support Desk Team Lead
Moresand Technologies
04.2021 - 02.2023
Systems and Network Support Administrator
Moresand Technologies
04.2019 - 04.2021
IT Support Technician
M I Synergy (pvt)Ltd
06.2018 - 04.2019
Master of Science - Cyber Security
Edith Cowan University
Bachelor of Science - Computer Networking
University of Plymouth
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