SHEEVAN PERERA

• Provide front‐line support to Agco staff with responsibility for resolving incidents and service requests
• Led the service desk team for Australia, New Zealand, and Singapore and ensured that our customers received quick and effective solutions
• Assisting organizations in automating device deployment, enrollment, and management processes using Windows Autopilot and Microsoft Intune
• Notify and support users if any ongoing or anticipated service disruptions to mitigate the potential impact on business operations
• Develop and maintain an annual budget for all IT equipment in ANZ and Singapore
• Maintain documentation for processes, incidents and other routine tasks conducted to ensure a record exists of potential system issues and change management impacts
• Provide information to customers about new and existing IT services, cost and procurement procedures to ensure access to the best available technology in meeting business needs
• Monitor systems and services provided by ITS, proactively responding to faults affecting essential equipment such as routers, servers, gateways, applications and databases to minimise disruption and impact before these become apparent
• Support and assist other technical staff in the root cause analysis of incidents and in delivering all ITS services to ensure minimal impact and maximum availability
• Timely setup of PCs & NBs using SCCM imaging
• Exchange and Office 365 support, maintenance, and administration ( Account provisioning, migration from Exchange to Office 365, mailbox and distribution group creation)
• Provide technical support and offer administrative assistance to all SAP users
• Active directory support and administration ( Group policy, permissions, User accounts)
• Support office environment with several technologies such as VoIP and VPN ( Configure Extension Mobility Service on Cisco Unified Communications Manager)

Hardware Maintenance

• Assist with ensuring Standard Operating Environment (SOE) is used and updated on all equipment to provide maximum service, appropriate use, and best functioning
• Record all IT equipment in the Asset Register to enable tracking, servicing and refurbishment/updating

System monitoring

• Ensure logging of system checks for SOX auditing
• Ensure replication of the Production system to DR is running and the DR environment is in a ready state
• Any issues found are logged and followed through to resolution with infrastructure or developer leads

Project Assistance and Training

• Assist with various projects as required to ensure on‐time delivery and meeting customer service expectations
• Train staff on new hardware and software products as these are installed and implemented to ensure the best use of capabilities by the business.

• Provide front‐line support to Institute staff and students with responsibility for resolving incidents and service requests
• Inform customers regarding current or expected service disruptions to ensure minimal impact on business functioning
• Maintain documentation for processes, incidents and other routine tasks conducted to ensure a record exists of potential system issues and change management impacts
• Provide information to customers about new and existing IT services, cost and procurement procedures to ensure access to the best available technology in meeting business needs
• Monitor systems and services provided by ITS, proactively responding to faults affecting essential equipment such as routers, servers, gateways, applications and databases to minimise disruption and impact before these become apparent
• Support and assist other technical staff in the root cause analysis of incidents and in the delivery of all ITS‐delivered services to ensure minimal impact and maximum availability
• Exchange and Office 365 support, maintenance, and administration ( Account provisioning, migration from Exchange to Office 365, mailbox and distribution group creation)
• Active directory support and administration ( Group policy, permissions, User accounts)
• The corporate office environment supports several technologies such as VoIP and VPN ( Configure Extension Mobility Service on Cisco Unified Communications Manager)
• Assist with ensuring Standard Operating Environment (SOE) is used and updated on all Institute equipment to provide maximum service, appropriate use, and best functioning
• Record all Chisholm IT equipment in the Asset Register to enable tracking, servicing and refurbishment/updating
• Assist with various projects as required to ensure on‐time delivery and meeting customer service expectations.

• Manage and troubleshoot local network and server infrastructures
• Auditing and backing up machines for end users
• User software installation and update
• Providing onsite customer support, coordinating with project managers
• Manage available stock of IT equipment and services
• Computer imaging and updating
• Root Cause Analysis for issues in existing processes
• Monitoring cloud storage and services
• Troubleshooting and updating, Software and Hardware
• Perform audits, documentation and deployments.

• Responsible for setting up and user training on new solutions and packages
• Managing and maintaining financial, payroll and inventory systems
• Maintaining servers and resolving database‐related issues
• Computer imaging and updating
• Troubleshooting and updating, Software and Hardware
• Manage and troubleshoot local network and server infrastructures
• Manage available stock of IT equipment and services
• Controlling and monitoring cloud storage and services.

• Developing & implementing products, servers and services monitoring
• Maintaining server and Database development (SQL\MySQL) on client sites
• Requirement Gathering and Analysis
• Root Cause Analysis for issues encountered with new or existing processes
• Software Hardware Troubleshooting
• Network Troubleshooting on the client site
• Desktop and Server virtualization ( VMware)
• Monitoring and updating Crystal reports
• Migration planning & application migration
• Presentation and System demonstration
• Package and system training on users and clients
• Deployment and maintaining financial & payroll systems on client sites