Chandima Padmaperuma Email & Phone Number

Melbourne Cbd, Victoria, Australia

Melbourne, Australia

In this role, I continuously provide crucial Level 1 and Level 2 IT support to students and employees when using the library facility, while effectively explaining use of printers, PCs and library searches. Additionally, I consistently monitor and review library printers, I highlight all concerns for further review and troubleshooting. As an ICT Support Officer, I clearly communicate with all end-users via the phone or over email while actively placing the end-user at the centre of all conversations to improve satisfaction levels. During my time with the organisation, I effectively maintain and troubleshoot equipment and devices throughout the library from PCs, scanners, printers and AV equipment. I utilise core skills and expertise to provide support on BYOD devices as requests and queries occur. Furthermore, I actively develop and implement intuitive training programmes to develop new members of the team.Notable Achievements:• Strategically developing and implementing innovative solutions to resolve all wired and wireless network connectivity issues within a timely manner• Demonstrating advanced knowledge of IT support services such as; virus removal, software installation, OS installation and data recovery• Successfully managing CRM applications such as “Oracle Right now” and “Q-Flow” to log incoming queries, actively highlighting and escalating crucial queries• Expertly supporting with Swinburne and third party applications, developing resolutions for all queries

Sri Lanka

During my time with the organisation, I utilised core skills and knowledge to provide support and assistance in each phases of the system development lifecycle from analysis through to completion. I demonstrated a high level of attention to detail when creating detailed in-depth flowcharts, diagrams and important documentation. Additionally, I professionally installed, configured, evaluated and maintained the organisations operating systems, application software and system management tools, effectively highlighted areas of immediate concern. Furthermore, I effectively trained and developed new engineers to ensure that all employees met corporate standards.Notable Achievements:• Significantly improved the planning, implementation and integration of system oriented projects by effectively working and collaborating with key stakeholders and accounts• Strategically participated in project activities including requirement analysis, design, plan, implementation, optimisation and troubleshooting• Successfully managed the installation, upgrade and deployment of core projects while providing clear and concise on-site direction to technical officers• Demonstrated advanced knowledge when guiding and managing on-site technicians during the implementation phase of projects

Sydney, Australia

As a Help Desk Representative, I accurately documented all transactions and interactions for support in the systems to ensure transparency and historic data was maintained to the appropriate standard. Additionally, I demonstrated a high level of attention to detail when monitoring systems in operations and entering commands to troubleshoot problem areas relating to servers and network equipment. In this role, I actively escalated queries and issues through the incident management system. Furthermore, I effectively monitored and reviewed the network systems to identify faults and troubleshoot them.Notable Achievements:• Demonstrated advanced knowledge of handling support requests and guiding clients through their individual problems to resolve all issues quickly and effectively• Strategically adapted communication approach and style to ensure users could fully understand what was required to resolves their problems• Successfully provided Level 1 and Level 2 IT support to clients over the phone and via remote support• Significantly improved the customer information database by removing out-dated data and maintaining all information

Hawthorn Campus

• Resolve network connectivity issues. (wired and wireless)• Provide a variety of IT support services such as virus removal, software installation OS installation and data recovery.• Help students to use library facilities. (Printing, Copying, Scanning, Login to PCs, Library Search)• Maintain printers and Resolve issues.• Engage end-users and answered questions via email and phone.• Used Oracle "RightNow" ticketing system to manage and process support actions and requests.• Workplace Safety Officer as current Fire Warden

Hawthorn Campus

• Resolve student enquiries both academic and financial• Communicate with different departments to solve student issues• Handle sensitive data including credit card information• Tactfully manage customer concerns and complaints

Colombo, Sri Lanka

Basic knowledge and understanding of the concepts of Virtualization (Servers, Desktops). Worked in virtual environments such as virtual data centers, virtual servers, and virtual desktops. Learned about Server management, Virtual machines, VMware applications (Workstation) from system engineers.

Master Of Engineering Science (Mengsc.), Network Systems And Telecommunications

Activities and Societies: Member of Swinburne Student UnionSubjects: CCNP (Routing, Switching and Troubleshooting), Mobile Communication.

Bsc, Computer Systems & Networking

Activities and Societies: Member of the Rowing crewSubjects: CCNA, CCNAS, Wireless Communication Systems, Programming Languages (Java.

Education record

Activities and Societies: Maths Society, Astronomy Society, Art Circle.2009 A/L Mathematics Stream Subjects: Mathematics, Physics.