Binara Silva Email & Phone Number

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

• Manage an incoming queue of cases, incidents, and service requests within SLA, OLA, and KPI targets.• Support the event management team and their work to enhance the related event processes and tools.• Support the triage team in their work to assess and correctly route incoming incidents and service requests.• Work with other Service Center functions and appropriate stakeholders to resolve long-running, complex, or major incidents.• Create and update relevant SOPs, FAQs, and other documentation to address known issues, workarounds, and service requests• Provide initial RCA for long, complex, or major incidents for customer incidents.• Support the problem management team in performing postmortems, producing incident timelines, and identifying corrective actions.• Support, or perform, the implementation of corrective actions from the problem management process.• Provide ongoing feedback to improve the service request process.• Support the automation team in creating and enhancing the tooling and documentation for standard service requests.• Support the change management process across the service.• Support the supplier management process across the service.• Perform operational items within the service transition process for new and updated products.• Work with other Service Center functions to define and produce various internal and customer reports on a recurring and ad-hoc basis.

London, United Kingdom

• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Taking ownership, monitoring and tracking open cases, monitoring emails on team email boxes and responding to customer support requesting timely manner according to the defined SLA’s.• Experience in remote management tools as such LMI rescue, LMI central, TeamViewer and MSP connect. • Hands on experience in Server 2012, 2016 environments. • Creating, handling and maintaining high quality logs on the day to day work using advanced ticketing Systems. • Excellent telephone and email etiquette.• Hands on experience in Office 365 and exchange administration environments. - Expertise knowledge in optimizing different RMM platforms,*Handling deep dive audits on SolarWinds (N-central) RMM platform,• Inspecting the server to ensure it has been set up according to N-central best practices. This includes reviewing customization of filters, notifications, service templates and scripts as well as PSA and LDAP integration.• Checking the deployment of probes and agents to all client devices and the discovery jobs of all IP-enabled devices, with monitored data fed back to N-central.• Reviewing the presentation of monitored data and utilization of dashboards, and providing advice on using customized views to align with NOC and Service Desk functions.• Carrying out a review of N-central’s management function and configuration recommendations for self-healing and scripting via Automation Manager

Skills in, • Design, management and implementation of internal desktop network experience in overall setup of industrial computer network – LAN, WAN, Intranet, and Internet Printers, Install,• Configure, maintain, shared IT resources and provide support to users including Desktop, Laptop, LAN, WAN, Wi-Fi, Software Application etc.• Performing system configuration, upgrades and maintenance activities• Involving in monitoring of network infrastructure, performance and availability, identifying issues,• Implementation of improvements and troubleshooting as needed.• Performing trouble shooting and enhancements relating to computer systems.• Installing Configuring and Maintaining Servers Such as Windows Servers 20012/2016.• Support, troubleshoot hardware and software failures or problems and provide training to end users. Such as computers, printers and scanners.• Monitor the network, systems and servers for hardware faults perform first level diagnostic to identify the possible faulty parts causing the hardware to fail.

Colombo

•Provided services to over 450 networks for the world's leading media organizations includingABC, Discovery Communications, FOX News, FOX Sports, Disney ABC ESPN Television, NBCUniversal, Sony Pictures Television, ITV, BSkyB, Channel 4, Living, Viasat and Sveriges Television.•Provided a range of technologies to address our clients’ music reporting demands includingMusic & Audio Recognition, Cue Sheet Management, Music Asset Management andprogramme Rights Management.

Gampaha

Skills in,• Supporting, Managing and consulting for BTS and Microwave systems Installation. • Installation & Commissioning of the Microwave, CDMA, 2G/3G Cellular Antenna System. • Installation of Power distribution panel, Power plant Including Battery bank, Rectifiers & UPS system. • Installing Lighting control systems (Surge protection Devices) and Grounding. • Quality auditing in base station installations. • Ability to use VSWR Analyzer, Multi meter, Bit error tester, Clip ON Meter.• Preparing PAT reports for the customers.• Site Survey reports.Responsibilities,• Provide my technical skills to the telecommunication projects and in charge full aspect of engineering requirements. • Preparing PAT reports, Documentation, Preparing Site Survey Reports.• Communicating with sub-contractors, clients, team members and local authorities for Clarification of the projects Requirements. • Undertaking any and all other duties and responsibilities as instructed.

Areas Covered,• Broadband and new technology.• Cable development & maintenance.• Overhead maintenance, planning and analysis.• New connection, Fault and rehabilitation.• Telephone exchange.• Satellite earth station.

Bachelor Of Science (Bsc) (Hons), Computer Systems And Networking

Advanced Technician Diploma In Applied Telecommunication Systems

- Advanced Telecommunication Systems - Advanced Radio Systems

Gce Advanced Level, Commerce