Akitha Nimesh Jayaratne Email & Phone Number

Waterloo, On, Ca

Waterloo, Ontario, Canada

• Troubleshoot various situations in a help desk environment; be friendly, detail-oriented and self-motivated; challenge yourself, be solution-oriented, and possess personal drive. • Prioritize reactive tickets, close tier 1 to tier 3 tickets independently, timely and accurately, and maintain internal documentation and client satisfaction.• Following and helping to evolve CopperTree's best practices. (TruMethods)• Minimizing client impact, downtime and frustration. • Always… Show more • Troubleshoot various situations in a help desk environment; be friendly, detail-oriented and self-motivated; challenge yourself, be solution-oriented, and possess personal drive. • Prioritize reactive tickets, close tier 1 to tier 3 tickets independently, timely and accurately, and maintain internal documentation and client satisfaction.• Following and helping to evolve CopperTree's best practices. (TruMethods)• Minimizing client impact, downtime and frustration. • Always keep security in mind and discuss change requests with client decision-makers.• Regularly communicating with users to keep them apprised of the status of their tickets in a non-technical language they can understand. • Engaging with 3rd party vendors to delve deeper into uncovering solutions. • Strong capability to operate the modern IT landscape, including adapting to situations involving clients with unique hardware and software.• On-site support as necessary.• Supporting servers, desktops, laptops, tablets, cell phones, networking and wireless equipment, and phone systems. • Developing rapport with users at clients’ organizations and maintaining an in-depth knowledge of the client’s infrastructure. (Understanding of LOB)• Rotating 24/7 on-call duties.• Provide relief to staffing requirements in other departments due to illness, vacation, mentoring teammates, and sharing knowledge to help everyone succeed. Show less

Kitchener, Ontario, Canada

• Client service and support will occur remotely, via instant messaging and in-person to all campusesand sites on College-owned equipment.• Provide technical guidance, assistance and support for incoming queries and issues from students/faculty/staff related to computer systems, software, hardware, user, and email accounts.• Troubleshoot and resolve hardware, connection, printer, photocopier, and software issues.• Enter and update tickets with detailed problem/resolution… Show more • Client service and support will occur remotely, via instant messaging and in-person to all campusesand sites on College-owned equipment.• Provide technical guidance, assistance and support for incoming queries and issues from students/faculty/staff related to computer systems, software, hardware, user, and email accounts.• Troubleshoot and resolve hardware, connection, printer, photocopier, and software issues.• Enter and update tickets with detailed problem/resolution information in the ITSM application whilefollowing up on open tickets with clients and internal staff and updating ticket activities.• Determine the source of computer problems (hardware, software, user, etc.)• Advise staff/students on appropriate action.• Research problems and document solutions to the knowledge base to document resolutions for futurereference.• Escalate the problem to a full-time Service Desk Analyst if a problem is unresolved.• Serve as liaison between faculty/staff/students and the technology department to resolve issues andperform other duties as assigned. Show less

Colombo, Western, Sri Lanka

• Working closely with the team on proposals, pitches and solution implementation for business.• Deliver training on solutions and provide product support to channel partners and internalstakeholders.• Putting together business cases for the sales teams to support their proposals.• Working closely and collaboratively with customers to understand, capture requirements and deviseeffective solutions.• Builds productive relationships internally and externally, fostering… Show more • Working closely with the team on proposals, pitches and solution implementation for business.• Deliver training on solutions and provide product support to channel partners and internalstakeholders.• Putting together business cases for the sales teams to support their proposals.• Working closely and collaboratively with customers to understand, capture requirements and deviseeffective solutions.• Builds productive relationships internally and externally, fostering teamwork by keeping colleaguesupdated on activities.• Manage Service Level and Annual Maintenance contracts for customers.• Installing, configuring, upgrading, troubleshooting and managing server hardware, software, Microsofttechnologies, firewall, endpoint security, CCTV and printer.• Manage all projects precisely following strict project management methodologies and practices.• Manage presales and postsales technical teams.• Providing ongoing support for customers post-implementation.• Providing detailed costing for customers and ensuring the contract is profitable. Show less

Sri Lanka

Worked for "WICHY Plantations (PVT) LTD"

Colombo District, Western, Sri Lanka

• Trained under Sri Lanka Telecom in the following sections:• International Data Center, Pitipana.• SME Voice and Data Solutions.• Power and air conditioning.• Corporate Relations and IPTV.

Colombo District, Western, Sri Lanka

• Trained at Sri Lanka Telecom, Head office under the following sections:• Radio System Integration.• National and International Transmission maintenance center.• Soft Switch and CPE Repair Center.• SLT Training Center-Moratuwa (Fibre Cable Course) and PABX.

Colombo District, Western, Sri Lanka

Trained at Outside Plant Maintenance Center, Maradana.

Applied Network Infrastrcture And System Administration, Information Technology

Activities and Societies: Music Club, Photography Club, CSI Leadership Conference. • IT Project Management, Planning and Deployment. •.

Beng Electronic And Communication Engineering, Electronic And Communication, Upper Second Class Honors

• Electronic and Electrical Systems, Programming. • Sustainable business of electronics, DSP, Microelectronics and VLSI. • Engineering.

English Language And Literature, General, Completed

Listening, Speaking, Reading and Writing English

Education record

Activities and Societies: Hockey Team, Chess Team, Music Club (Orchestra), Buddhist Society, Media Club, Interact Club, Computer Society.