Charitha Rakkitha Email & Phone Number

Auckland, Nz

Muscat, Oman

• IT Strategy and Planning.• Management of Infrastructure: This includes monitoring, clustering, and sometimes automation, both on premises and specifically in the cloud.• Security and Compliance: Supporting the CISO with preparing, implementing and reviewing of all Information Security (ISO/IEC 27001) Compliance requirements.• Team Management: Including cross-training, technical management, and personal development.• Budgeting: Developing and… Show more • IT Strategy and Planning.• Management of Infrastructure: This includes monitoring, clustering, and sometimes automation, both on premises and specifically in the cloud.• Security and Compliance: Supporting the CISO with preparing, implementing and reviewing of all Information Security (ISO/IEC 27001) Compliance requirements.• Team Management: Including cross-training, technical management, and personal development.• Budgeting: Developing and overseeing the IT budget, identifying cost-saving opportunities, and ensuring cost-effectiveness in IT operations.• Vendor Management: Prioritizing win-win situations in vendor relationships.• User Support and Training: Designing and implementing training programs to improve IT literacy among employees.• Collaboration: Working with other department heads and executives to align IT strategies with overall business objectives.• Innovation: Identifying opportunities for technological innovation and improvement.• Disaster Recovery and Business Continuity: Developing and maintaining plans for disaster recovery and ensuring business continuity. Show less

Colombo, Western, Sri Lanka

• Achieved a first-contact resolution rate of over 80% by the training of 4 team leads in advanced troubleshooting techniques.• Proposed and took ownership of SOP documentation for troubleshooting and resolving technical challenges for Microsoft Azure Cloud, leading to 90% quarterly satisfaction rating from end-users. • Improved overall system performance by 75% through cross-functional collaboration to optimize Citrix, Microsoft, and SCCM infrastructure, and upgrade Windows… Show more • Achieved a first-contact resolution rate of over 80% by the training of 4 team leads in advanced troubleshooting techniques.• Proposed and took ownership of SOP documentation for troubleshooting and resolving technical challenges for Microsoft Azure Cloud, leading to 90% quarterly satisfaction rating from end-users. • Improved overall system performance by 75% through cross-functional collaboration to optimize Citrix, Microsoft, and SCCM infrastructure, and upgrade Windows Servers from 2008 R2 to newer versions.• Managed the onboarding of new managed services customers, ensuring seamless integration and satisfaction. Show less

Sri Lanka

• Managed the Level 03 IT Infrastructure team, who are provide Infrastructure support for 25 global offices around the world including task allocation, performance assessment, etc.• Planned and Implemented infrastructure solutions for 25 global offices and Headquarters in Melbourne.• Lead infrastructure projects, including the planning of milestones and risk management(Ex: SCCM Server Implementation, Xen Server Implementation, Firewall Migration)• Responsible for the IT… Show more • Managed the Level 03 IT Infrastructure team, who are provide Infrastructure support for 25 global offices around the world including task allocation, performance assessment, etc.• Planned and Implemented infrastructure solutions for 25 global offices and Headquarters in Melbourne.• Lead infrastructure projects, including the planning of milestones and risk management(Ex: SCCM Server Implementation, Xen Server Implementation, Firewall Migration)• Responsible for the IT Operations and System Administration of Cloud Computing for the Company's Microsoft 365 and Citrix Cloud environments.• Leadership and responsibility for providing technical assistance to the L2 and L1 team members.• Proactively engaged and implemented the IT policy and IT strategy based on the organization's best practice guidelines.• Designed training programs for internal teams. Conducted regular audits of the Information Security system, depending on the requirements and guidelines by the CISO and Head of Technology. Show less

Colombo, Western Province, Sri Lanka

• Deliver comprehensive infrastructure services across storage, networking, operating systems, network security, directory services, and server virtualization, ensuring robust system backup, restoration, and network/application monitoring.• Administer SCCM 2012 for seamless patch management, application, and OS deployment, optimizing performance across all endpoints.• Strategically deploy and manage applications, including regular updates of third-party software, through… Show more • Deliver comprehensive infrastructure services across storage, networking, operating systems, network security, directory services, and server virtualization, ensuring robust system backup, restoration, and network/application monitoring.• Administer SCCM 2012 for seamless patch management, application, and OS deployment, optimizing performance across all endpoints.• Strategically deploy and manage applications, including regular updates of third-party software, through SCCM to ensure systems are current and secure.• Spearhead server and endpoint patching operations using SCCM, enhancing security and system integrity.• Execute OS deployments across both local and remote offices via SCCM, tailoring task sequences to meet evolving business needs.• Proactively diagnose and resolve network issues, including connectivity and VPN performance, using advanced network monitoring tools, ensuring minimal downtime.• Perform critical system administration functions, including server installations, application patching, Windows troubleshooting, and log analysis, to maintain high system performance.• Lead the creation of infrastructure project plans, from design to implementation, driving forward innovative solutions that meet organizational goals.• Develop and maintain detailed documentation of server, network topologies, equipment, and configurations, enabling efficient management and troubleshooting.• Provide expert-level, 3rd line support for complex system and network issues, ensuring swift and effective resolution.• Continuously review and optimize IT departmental processes, offering valuable insights for improving overall operational efficiency. Show less

Manama, Capital Governorate, Bahrain

Reduced pending customer issues queue by 25% by continuous follow-up and directing to appropriate channels when escalation is required.Improved customer satisfaction by swift issue resolution and preventing re-occurrences, resulting in an increase in annual contract approvals by 10-15%, securing additional contracts and boosting the company financial performance.Trained junior team members in customer support and troubleshooting complex technical issues.

Colombo

Administered backup operations for a diverse fleet of 250+ servers at IBM, ensuring zero data loss and achieving a 98% success rate in restoration tests.Supported disaster recovery exercises with a 100% recovery success rate, ensuring business continuity during potential disruptions.Provided technical support in business process migration of HSBC from UK to Sri Lanka.

Masters In Computing, Computer And Information Systems Security/Information Assurance

Diploma In Information Technology, Information Technology

Mcp

Acs Certified Technologist, Information Technology

Biology, General