Dhanushka Galagedara Email & Phone Number

Toronto, Ontario, Canada

 Spearhead troubleshooting, diagnostics, and efficient repair of end-user systems, ensuring minimal disruption to operations utilizing the ServiceNow Ticketing System Maintain and provide comprehensive support for system upgrades and service packs, office hardware, encompassing printers, faxes, telephone systems, and peripherals. Serve as a pivotal interface between Medcan's internal teams and the development team, facilitating seamless communication and collaboration. Diagnose and resolve issues pertaining to in-house, third-party, and Cloud applications, ensuring optimal performance across all platforms. Set up and manage AD components, ensuring streamlined user management and access control. Oversee Exchange email server management, including Office 365, MS Teams, and SharePoint, ensuring seamless communication and collaboration across the organization. Proficiently manage Intune portal ensuring compliance and security standards are met. Proactively manage and troubleshoot security incidents utilizing Defender, TrendXDR, and Sentinel portal, safeguarding organizational data and assets.

Markham, Ontario, Canada

 Maintained an exceptional call/callback ratio, ensuring prompt resolution of technical issues for all Silverware POS clients. Rectified network configuration issues, resolved database errors, and conducted maintenance of Property Management Software (PMS) for diverse hotel and restaurant clients. Troubleshooted a variety of popular payment devices, including FirstData Clover, Moneris Verifone PIN pads, and Move5000 PIN pad devices, ensuring uninterrupted transaction processing. Conducted rigorous software testing for the latest versions of Silverware point-of-sale software, ensuring their seamless distribution and updates.

Colombo 10

 Provided comprehensive end-user computing support (both onsite and remote) as part of Service Desk L2 operations, utilizing the ServiceNow Ticketing System. Offered expert assistance for users of laptops and Citrix VDI, addressing issues related to computer hardware, Active Directory, Citrix Cloud, Microsoft Exchange, Ivanti Profile management, RSA Secure Authentication, and Symantec PGP Encryption on a daily basis. Managed Mobile Device Management operations via Mobile Iron and Xen Mobile portals for both Android and iOS devices, ensuring compliance with security protocols. Conducted Xen Desktop and Windows client patching through SCCM, consistently maintaining compliance rates of 95% and above for all collections, ensuring system security and stability.

Colomo 02

 Contributed to group Policy Management efforts, ensuring alignment with organizational objectives and compliance with established protocols. Oversaw the configuration, management, and monitoring of data backups utilizing Veritas BackupExec server, ensuring data integrity and availability. Spearheaded the implementation and maintenance of Symantec End Point Protection 14 Server. Managed the deployment of McAfee data loss prevention (DLP) server and client agents.

Colombo 02

 Led the coordination efforts for the Keells Supermarket Chain's EDC machine network connectivity project, transitioning from PSTN to IP connectivity, resulting in significantly reduced card payment waiting times for customers. Constructed a Network Operations Center (NOC) Server for system administration and network monitoring, utilizing PRTG Network Monitoring Tool to promptly alert stakeholders via SMS within 30 seconds of VPN or server connectivity failure, ensuring rapid response and minimal downtime. Established and maintained the Spiceworks Tool for device monitoring, facilitating proactive monitoring and management of network devices, systems, and applications. Orchestrated the implementation and ongoing maintenance of the Kaspersky Antivirus Server.

Colombo 02