SHEEVAN PERERA
Mulgrave,VIC
Summary
Trustworthy and collaborative IT professional with over 12 years of experience across a broad spectrum of information technologies, including software support, ERP planning and implementation, and IT operations. Skilled in developing and executing IT strategies that align with business objectives, streamline operations, and drive automation. Proven track record of leading cross-functional teams, managing complex projects, and working effectively with vendors and stakeholders. Focused on leveraging technology to optimize business processes and deliver lasting value.
Overview
17
17
years of professional experience
Work History
Senior IT Support Specialist
AGCO Australia
03.2022 - Current
- Leadership & Team Development: Led the service desk team for Australia, New Zealand, and Singapore, and ensured that our customers received quick and effective solutions.
- Global IT Support: Delivered comprehensive IT infrastructure and front-line support across 11 locations in Australia, New Zealand, Singapore, and Taiwan, supporting 400 local and 100 international users. Effectively managed and resolved incidents and service requests, ensuring seamless project delivery and uninterrupted business operations.
- Service Management: Assisting organizations in automating device deployment, enrollment, and management processes using Windows Autopilot and Microsoft Intune.
- Infrastructure & Systems Management: Support technical upgrades for AGCO servers and networks, and automate device deployment, enrollment, and management processes with Windows Autopilot and Microsoft Intune.
- Process Documentation: Maintain documentation for processes, incidents, and other routine tasks conducted to ensure a record exists of potential system issues and change management impacts.
- Procurement & Budgeting: Developed and managed the annual IT equipment budget for ANZ and Singapore, while advising stakeholders on IT service offerings, costs, and procurement processes to ensure the organization leveraged the most suitable technology for its business needs.
- Device Management: Timely setup of PCs and notebooks using SCCM and Windows Autopilot imaging, along with provisioning and configuration of iOS devices using Apple Configurator and MDM solutions.
- Identity & Access Management: Provided comprehensive support and administration for both on-premises Active Directory and Azure Active Directory, including managing group policies, permissions, and user accounts to ensure secure and efficient access across the organization.
- Stakeholder Engagement: Collaborated with internal and external stakeholders, including the board members, vendors, and IT team members, ensuring alignment of IT initiatives with business priorities.
- Contract & Vendor Management: Managed vendor relationships and negotiated contracts, including internal SLAs and Systems Maintenance Agreements, ensuring quality service delivery and cost-effectiveness.
- Business Intelligence and Reporting: Provided actionable business intelligence by delivering detailed management reports, project status updates, and SOX audit support; additionally, developed dynamic SQL reports featuring advanced queries, conditional formatting, and drill-down capabilities to enhance data-driven decision-making across departments.
- Systems Monitoring: Proactively monitored ITS systems and services, swiftly addressing faults in critical equipment, including routers, servers, gateways, applications, and databases, to minimize disruption and resolve issues before they could impact business operations, while promptly notifying and supporting users in the event of any ongoing or anticipated service disruptions to further mitigate potential impacts.
- Email Systems Administration: Provided comprehensive support, maintenance, and administration for Exchange and Office 365, including account provisioning, mailbox and distribution group creation, and managing migrations from Exchange to Office 365.
- Network administration: Provided technical support, including configuring and troubleshooting network connectivity, confirming IP addresses, assisting with DNS settings, and setting up printers and other peripheral devices. Ensured prompt resolution of IT requests to maintain smooth office operations.
- Data-Driven Decision Support: Provide executive leadership and department heads with the system analytics and reports to inform strategic decision-making and effective risk management.
- Hardware Maintenance: Ensured the Standard Operating Environment (SOE) was consistently used and updated across all equipment to maximize performance and appropriate use, while maintaining accurate asset records for tracking, servicing, and refurbishment.
- Training & knowledge base: Ensure employees effectively utilize systems by creating detailed documentation, developing training materials, building a comprehensive knowledge base, and leading workshops to enhance user competency.
- Unified Communications Administration: Managed and maintained VoIP and VPN solutions, configured Extension Mobility Service on Cisco Unified Communications Manager, and provided technical support for secure remote connectivity and reliable communication.
- Key Achievements
- Completed the migration from Exchange to Office 365, supporting account provisioning, mailbox transfers, and ensuring a seamless transition to cloud-based email services for improved collaboration and reliability.
- Successfully completed the migration from SCCM to Intune, automating device deployment, enrollment, and management processes to enhance security, efficiency, and centralized endpoint control.
IT Service Desk Analyst
Chisholm Institute
11.2019 - 02.2022
- IT Support & Service Desk Management: Provided front-line support to institute staff and students, resolving incidents, service requests, and network-related issues to ensure smooth and reliable IT operations.
- Infrastructure & Service Delivery: Monitored ITS systems and services, proactively responding to faults in essential equipment such as routers, servers, gateways, and applications, while informing customers of current or anticipated service disruptions to ensure minimal impact on business operations.
- IT Governance & Compliance: Maintain documentation for processes, incidents, and other routine tasks conducted to ensure a record exists of potential system issues and change management impacts.
- Email Systems Administration: Provided comprehensive support, maintenance, and administration for Exchange and Office 365 including account provisioning, mailbox and distribution group creation, and migration from Exchange to Office 365 utilizing PowerShell scripting to automate and streamline administrative tasks.
- Identity & Access Management: Provided comprehensive support and administration for both on-premises Active Directory and Azure Active Directory, including managing group policies, permissions, and user accounts to ensure secure and efficient access across the organization.
- Communications Management: Managed and maintained VoIP solutions, configured Extension Mobility Service on Cisco Unified Communications Manager, and provided technical support for secure remote connectivity and reliable communication.
- Device Management: Timely setup of PCs and notebooks using SCCM imaging, along with provisioning and configuration of iOS devices using Apple Configurator and MDM solutions.
- Virtualization Support: Provided support for VMware environments, assisting with basic virtual machine setup, configuration, and troubleshooting to ensure smooth operation of virtualized systems.
- Project management: Assist with various projects as required to ensure on-time delivery and meet customer service expectations.
Professional Services Engineer
TES- AMM Australia (Pvt) Ltd
01.2018 - 11.2019
- Network administration: Provided technical support, including configuring and troubleshooting network connectivity, confirming IP addresses, assisting with DNS settings, and setting up printers and other peripheral devices. Ensured prompt resolution of IT requests to maintain smooth office operations.
- Hardware Maintenance: ensured the Standard Operating Environment (SOE) was consistently used and updated across all equipment to maximize performance and appropriate use, while maintaining accurate asset records for tracking, servicing, and refurbishment.
- Service management: Managed end-user support requests by logging, tracking, and resolving incidents and service requests in Jira Service Management. Maintained timely communication, prioritized issues, and collaborated with teams to meet SLAs and enhance user satisfaction.
- Identity & Access Management: Provided comprehensive support and administration for both on-premises Active Directory and Azure Active Directory, including managing group policies, permissions, and user accounts to ensure secure and efficient access across the organization.
- Device Management: Timely setup of PCs and notebooks using SCCM imaging, along with provisioning and configuration of iOS devices using Apple Configurator and MDM solutions.
IT Administrator – Part-Time
NP Financial Service Pty Ltd
01.2015 - 05.2018
Software Support Engineer
Sciener Technologies (Pvt) Ltd
02.2009 - 01.2013
- ERP / Business Systems Implementation: Implemented customized ERP solutions tailored for hotel management and financial operations. Oversaw server and service configurations to ensure high availability, performance, and scalability across client environments. Conducted on-site deployments, integrated core business functions (e.g., reservations, billing, inventory, accounting), and provided ongoing support and optimization to meet evolving operational needs.
- Database Administration: Set up and maintained servers and SQL/MySQL databases on client sites, ensuring reliable performance, data integrity, and secure access.
- Reporting: Created and modified reports using SQL and Crystal Reports to support data-driven business decisions.
- IT Project Delivery: Planned and executed application migrations, including system demonstrations and presentations to stakeholders, ensuring smooth transitions and alignment with business requirements.
- Client Services: Delivered user and client training on packaged systems, ensuring smooth adoption and effective use. Deployed and maintained financial and payroll systems on client sites, providing ongoing support to ensure reliability, compliance, and performance.
Education
MSc - Information Technology, Specializing in Networking
Charles Sturt University
Melbourne, VIC01.2018
B.Sc. (Hons) - Computing
University of Greenwich
UK01.2012
Diploma - Computer Science
FTMS College
Singapore01.2009
Skills
- Office 365 Active Directory Virtualization ERP SCCM VoIP VPN Windows Autopilot IT Infrastructure Cloud Backup (Veeam) Crystal Reports SQL AS 400 ServiceNow Intune SharePoint QlikView SAP Jira Database Windows Servers SaaS PaaS Disaster Recovery Data Warehousing
- IT infrastructure support
- Service desk management
- Incident resolution
- Process documentation
- Device deployment automation
- Windows Autopilot configuration
- Stakeholder collaboration
- Microsoft Intune management
- Vendor contract negotiation
- Business intelligence reporting
- Email systems administration
- Network connectivity support
- Hardware maintenance practices
- Training material development
- VoIP system management
- SQL report generation
- Network diagnostics
- Technical troubleshooting
- Systems analysis
- User support
- Desktop support
- Performance testing
- Application support
- Network configuration
- Account management
- LAN/WAN
- TCP/IP
- Decision-making
- Analytical thinking
- Knowledge base management
- Azure Active Directory management
Timeline
Senior IT Support Specialist
AGCO Australia
03.2022 - Current
IT Service Desk Analyst
Chisholm Institute
11.2019 - 02.2022
Professional Services Engineer
TES- AMM Australia (Pvt) Ltd
01.2018 - 11.2019
IT Administrator – Part-Time
NP Financial Service Pty Ltd
01.2015 - 05.2018
Software Support Engineer
Sciener Technologies (Pvt) Ltd
02.2009 - 01.2013
B.Sc. (Hons) - Computing
University of Greenwich
Diploma - Computer Science
FTMS College
MSc - Information Technology, Specializing in Networking
Charles Sturt University