Duminda Augustine Email & Phone Number

Canada

Toronto, Canada Area

• Imaging (Win10) and configuring POS /Master slave Desktops, Tablets, Media players, Laptops Back office Desktops for Bell distribution services
• Troubleshooting Desktops, Laptops Tablets, and Media players for Bell distribution services.
• Conduct asset tracking as well as coordinate internal audits and follow-up / clean-up activities as required. Provide effective process governance to ensure that Asset Management processes and procedures are.
• Update asset inventories & tools (E-merge) and track orders for billing & chargeback purposes. Conduct data cleanup, ever greening/decommissioning activities as required
• Create and maintain standard operating procedures, guidelines and documentation for all related Asset Management processes and update in Share point tool. Identify process improvements and optimization strategies and.
• Monitor and maintain hardware asset inventories and stock levels for Store support / new builds / project as well as generating accurate Asset Management reports as required by Management

• CGI Information Systems and Management Consultants Inc.
• Monitor all systems, and fix problems in my responsibility area, using standard operation procedures.
• Answer system requirements using systems, JES2 and MVS System commands.
• Following standard backup procedures, and take daily, weekly and monthly backups.
• Monitor Job Schedule (CA7) and perform limited activities if necessary.
• Monitor tape system (TMS) and mount tapes when it is required, switch external units between systems.

Toronto, Canada

• Respond to all incoming inquiries (calls and remote customer support) and concerns
• Provide an exceptional level of Home Phone & Long Distance technical support to Comwave residential and corporate customers by actively listening, documenting, and striving for a high level of first call resolution
• Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels
• Escalate potential product or system issues to Technical Services Management, as well as customer inquiries to preserve problem resolution in a timely manner

Sri Lanka

• Planned and deployed applications rollouts, upgrades and patches (testing /approving/ deployment via SCCM 2007)
• Administered SAN infrastructure and provided of Server Health Check reports
• Supported installation and remote administration for Citrix
• Administered AD users and Exchange users related issues
• Maintained accurate technical documentation records of investigations and troubleshooting of all the infrastructure issues
• Completed special assignments (according to specified objectives) as requested by the management

Sri Lanka

• Provided level 1 and 2 support for internal and external staff (More than 2500 users)
• Monitored and analyzed data and trends and identified potential opportunities, needs, issues and problems
• Ensured accurate and timely metrics reporting
• Actively involved with management and identified and implemented continuous improvement
• Produced staffing schedules, managed vacation database, maintained daily exceptions
• Monitored attrition trends and recommended size and frequency of new hire training needs and achieved forecasted demands