SHENAL Ranaweera
Melbourne,VIC
Summary
Enthusiastic and detail-oriented professional with a background as a Service Desk Technician, eager to transition into a dynamic role in Cyber Security arena. Armed with a solid foundation in IT support and a keen interest in cybersecurity, I am seeking an opportunity to leverage my technical acumen and analytical skills to contribute to the protection of critical information assets and the enhancement of overall organizational security. I enjoy working under my initiative or in a team. In short, I’m an individual who is reliable, trustworthy, hardworking, and eager to learn and have a genuine interest in my work.
Overview
10
10
years of professional experience
Work History
Service Desk Technician
Compnow
06.2023 - Current
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Creating user accounts in Active Directory ensuring proper access control was maintained at all times.
- Implemented security measures such as antivirus updates, firewall configurations to protect against malicious attacks.
- Supporting and administrating Active Directory accounts, managing user access and permissions
- Providing on site IT support to Schools Ex: Wesley College, Melbourne Girls Grammar, Strathcona Girls Grammar etc.
- On site IT support to events at AFL House - Marvel Stadium Ex: for BBL, AFL, Musical events etc.
- Performing troubleshooting and diagnosis of network connectivity issues
- Collaborating with vendors to procure and deploy hardware and software upgrades, enhancing system performance
- Collaborating with team members on IT projects, such as system upgrades and migrations
- Sound knowledge in Active Directory, O365, JAMF etc
- Providing assistance in the setting up and configuration of virtual desktop infrastructure, supporting remote work capabilities
- Diagnosed and troubleshot technical problems such as application support, technical issues, and on-call support
- Remotely installing and configuring Windows PCs and installed Operating systems on client hardware
- Provided ongoing support to customers using Microsoft apps and services for programs including Word, Excel, PowerPoint, Outlook, OneDrive, and Teams
- Collaborating with service desk coordinators to coordinate incident tickets and service desk technicians where needed.
Deployment Technician
Compnow
02.2023 - 06.2023
- White Glove system rollout for “Berry Street” all the branches Victoria including the head office (Feb 2023 – Apr 2023)
- Provide technical support to customers on installations and deployments of IT systems
- Perform installation and troubleshooting of hardware and software
- Monitor and maintain systems to ensure optimal performance
- User Training
- Identify and resolve system issues in a timely manner
- System upgrade for John Holland Group (Melbourne CBD, Pakenham, Highpoint, The Grove sites) (Apr 2023 – Jun 2023)
- Project Planning and deployment scheduling
- Installed and configured systems, hardware, and software
- Managed and maintained system performance and security
- Performed system diagnostics and troubleshooting
- User Training, quality assurance and technical support.
Team Member
Woolworths Supermarkets
03.2020 - 11.2022
- Providing outstanding customer service to customers and ensuring, at all times, that the company is positively promoted
- Liaising closely with all other team members to ensure customer needs are met
- Food handling of products from all categories within the supermarket
- Achieves individual objectives and outcomes
- Communicates and / or resolves issues and complaints in timely and professional manner
- Maintain back stock in good order
- Maintain accurate department signage and pricing.
Assistant Manager Financial Crime Risk OperaTions (MENA region & UK transacTion monitoring & US TRansaction monitoring)
HSBC Data Processing Lanka
01.2018 - 07.2019
- Providing leadership and guidance on the best approach to analyzing complex Financial Crime business issues
- Establish and maintain files and records while maintaining client confidentiality and all information security protocol
- Escalate sensitive, complex and large financial, compliance or legal issues to management
- Handled Conducted the MEAN Region monthly meeting by connecting with all the top and senior managers in all the countries in the MENA Region
- Responsibility for 21 direct reports
- Employee management - execute KPI (key performance indicator) reports for employees and quarterly evaluation reports
- Proven ability to lead, motivate and build successful teams Proven influencer & Negotiator
- Performance review of the direct reports and Staff rostering.
Associate - UK Name Screening
HSBC Data Processing Lanka
06.2014 - 10.2015
- Handled compliance monitoring and testing reviews for UK SCDM (Security Compliance and data matching)
- Regularly liaise with UK onshore teams for different business purposes like: Customer exits, to streamline the process and procedures etc
- Acted as a Special point of contact (SPOC) of the FCC&RC risk committee
- Creating reports on ad-hoc basis capturing different requirements on request
- Delivering trainings, floor support and managed multiple training batches
- Coordinated an automation project in October 2016 with teams in UK and India
- Understand all legal, regulatory, information security and compliance requirements
- Promoted as a Section coach to the department based on my performance (Oct 2015 - Jul 2017).
Education
CC – Certified in Cybersecurity & CompTIA Network+ (Reading) -
ISC2 & Udemy
12-2023
Master of Business Information Systems -
Torrens University Melbourne
Melbourne, VIC03.2023
BSc in Business InformaTIon Systems -
Cardiff Metropolitan University
10.2018
BTECH Level 5 HND Diploma in Computing And System Development -
PEARSON (ESOFT Metro Campus)
05.2016
Skills
- Incident Response
- Endpoint Security
- Security Awareness
- Authentication and Access Control
- Continuous Learning
- Adaptability
- Collaboration
- Managerial
- Communication
- Self-directed problem-solve
- Attention to detail
- Multitasking
- Advanced user of Microsoft office suite
- Organizational skills
- Strong IT skills
- Information Protection
Languages
English
Full Professional
Sinhala
Native/ Bilingual
References
References available upon request.
Timeline
Service Desk Technician
Compnow
06.2023 - Current
Deployment Technician
Compnow
02.2023 - 06.2023
Team Member
Woolworths Supermarkets
03.2020 - 11.2022
Assistant Manager Financial Crime Risk OperaTions (MENA region & UK transacTion monitoring & US TRansaction monitoring)
HSBC Data Processing Lanka
01.2018 - 07.2019
Associate - UK Name Screening
HSBC Data Processing Lanka
06.2014 - 10.2015
CC – Certified in Cybersecurity & CompTIA Network+ (Reading) -
ISC2 & Udemy
Master of Business Information Systems -
Torrens University Melbourne
BSc in Business InformaTIon Systems -
Cardiff Metropolitan University
BTECH Level 5 HND Diploma in Computing And System Development -
PEARSON (ESOFT Metro Campus)
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