Hasitha Helappriya Email & Phone Number

Dubai, United Arab Emirates

• Support the implementation of new technologies to enhance operational efficiency.• Provide training to users on new and existing IT systems, ensuring smooth adoption and usage.• Assist users with technical issues, troubleshooting hardware, software, and network problems.• Revise existing systems and propose improvements to enhance performance and reliability.• Generate and present reports on IT system performance, usage statistics, and recommendations for optimization.

Colombo, Western Province, Sri Lanka

• Spearheaded the implementation of advanced backup systems and security protocols, significantly enhancing data security and network reliability.• Cultivated positive end-user relationships, elevating service delivery and satisfaction ratings.• Optimized network components reducing downtime and ensuring continuous IT operations.

Kalutara District, Western Province, Sri Lanka

• Achieved a 95% customer satisfaction rate by resolving over 50 daily support requests, reinforcing customer loyalty.• Initiated proactive software, hardware, and network infrastructure management strategies, cutting system downtime by 30%.• Led robust security measures for user accounts, fortifying data integrity and threat protection.• Streamlined IT equipment installation and configuration, enhancing process efficiency and workflow.• Designed and delivered Office 365 training, increasing employee productivity and tech proficiency.

Colombo, Western Province, Sri Lanka

• Ensured 100% system availability for critical infrastructure, including point-of-sale systems and self-checkouts, through proactive maintenance and immediate repair actions, demonstrating commitment to operational excellence and reliability.• Enhanced operational efficiency by 25% via strategic upgrades and deployment of key IT hardware and networking solutions, leveraging technology to drive business performance and agility.• Delivered swift and effective Tier 1 and Tier 2 technical support, reducing system downtime by 40% and significantly improving customer satisfaction through timely resolution of IT issues.• Expertly navigated a broad spectrum of hardware and network challenges, implementing solutions that minimized operational disruptions and reinforced business continuity, ensuring seamless technology operations..

Colombo, Western Province, Sri Lanka

• Guaranteed optimal performance and 100% up time of critical banking systems through expert installation, maintenance, and repair, ensuring reliable financial transactions.• Attained a 98% first-contact resolution rate by providing proficient technical support via multiple communication channels, enhancing customer service quality.• Led the upgrades and deployment of vital IT infrastructure, achieving a 30% increase in system reliability and supporting scalable growth.• Fostered strong client relationships, securing a 95% retention rate by delivering outstanding service and technical support, contributing to business stability.• Efficiently managed and resolved second-level IT Help Desk work orders, maintaining a 98% on-time resolution rate, demonstrating exceptional problem-solving skills and dedication to service excellence

Postgraduate Diploma, Information Technology

Currently pursuing the Level 7 Diploma in Information Technology, focusing on advanced areas such as Computer Networks, Data Analytics.

Higher National Diploma, Information Technology, D

I have successfully completed M.S Office-XP (With e-mail & Internet).