Harith Adikaram Email & Phone Number

Sri Lanka

• Providing Level 1 and 2 Support for both SMB and Corporate Australian Clients• Working with Auto Task PSA - Service desk, project management, account management, documentation management, time tracking and billing, contracts, resource management, inventory and procurement, and reporting.• Datto RMM - secure cloud-based RMM platform. remotely secure, monitor, and manage endpoints, Troubleshooting L1 and L2 via Remote support for clients• Trend Micro Platform - Deployment and Security Management• Datto Cloud Support and management For BCDR & SAAS Backups• Force Point Cloud Security Management• Acronics Cloud Support• Microsoft Office 365 support for clients - Supports and troubleshoots the on-premises to M365 Exchange and SharePoint migrations, Manages and supports M365 core applications, Azure AD, Exchange Online, Teams and SharePoint• Azure AD Support - Data Migration

Sri Lanka

• Providing tier 1 technical support for Australian residential & SMB Customers. • Troubleshoot for faults on the customer premises equipment where needed. • Troubleshoot for network using advanced network monitoring and troubleshooting tools.• Providing customers assistance on VoIP queries, configuration and troubleshooting.• Sales Force System management, lodging DTMFs and keeping the system up to date.• Handle and save escalated calls, tickets, and emails with customer complaints while making sure that they don't escalate further towards the telecommunications ombudsman.• collaborating with Developer team on bugs on the system or queries reported by the customer and following it up until issue resolves.• Consulting/Escalating to Exetel’s wholesale suppliers in Australia such as NBN, Optus, Opticomm, LBNCo, Telstra, Redtrain, AAPT etc. in resolving service issues raised by end-users via helpdesk tickets. • Coordinating with senior level network engineers and suppliers to resolve end-user network faults/outages and providing updates.• Providing Tech support for residential & SMB Australian Customers on telecommunications technologies such as : FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless Mobile 3G/4G LTE, Home wireless broadband, ADSL & VolP

Sri Lanka

• Setting up IT infrastructure that includes systems and networks.• Maintenance of Email & Web servers. • Networking Configuration of Critical Care Monitors in Intensive Care Units• Providing in-person or over the phone technical support for all the installed IT Systems • across the Company• Onboarding employees with the necessary hardware and user account creation.• Biz Pay Attendance Management handling • Troubleshooting and maintaining the company-wide IT infrastructure and network diagnosis.

Nugegoda

• Providing IT Infrastructure solutions and troubleshooting for the Lanka Premier League-20 & 21• Maintenance of Web & Email Servers for Local departments (IPG Srilanka).• Logistic and event organising for LPL 20 & 21

Certificate, Certified Security Operation Center Analyst

Monitoring and analysis of security events to determine intrusion and malicious events. Search firewall, email, web or DNS logs.

Beng (Hons) Computer Networks And Security, Computer Engineering, Second Class Honors

• Fundamentals of Computer Networks • Hardware & Computer Systems • Data Storage and Software Development • Maths for Technical Computing.