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.

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.

• 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.

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.
• 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.

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

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