Lahiru Sampath Email & Phone Number

Sydney, Australia

Initially joined eNerds as a Level 1 Service desk engineer, promoted to level 2 engineer within one year, promoted to Service Desk engineer Level 3 and then as a Senior Service desk engineer Level 3.Troubleshooting complex issue in timely mannerPlayed a key role in fixing the FortiGate firewall security issue for 100+ clients along with the other senior engineers.Performing updates and upgrades to applications (MYOB, COSTX, Cubit). Upgraded VMtools for 200+ servers within a week.Assisting and educating all level 1 and 2 support engineers with relevant technical knowledge. Technical escalation point for Level 1 and Level 2 support engineers.Timely escalate issues to the management team and follow up.Playing a key role in handling both critical and difficult clients.Conducting trainings for the new employeesWhen joined there was a backlog of 50 tickets per engineer and managed to reduce it in 70% by closing 400+ tickets in one month.Awards: The Divisional winner of the year in 2017 for Service Desk (Voted by peers)The most improved employee of the year 2019 (By Management Award)

Sydney, Australia

Sri Lanka

Served as a Level 1 Engineer attending end user issues and played a key role in resolving complex issues.Experience in Remote monitoring systems & Desktop management software such as N-able, LogMeIn, TeamViewerAttend to client-side issue troubleshooting for Windows XP/ Windows 7/ Windows Vista / Windows 8 /Mac OS Operating system.Experience in Office 365, Hosted Exchange platforms and Google AppsWas given the responsivity of checking backup of the ubuntu server configured to monitor system alertsIn addition to the technical responsibilities managed to create automated excel templates for Monthly evaluation and transport using Microsoft excel.

Cambridge, United Kingdom

Worked as an IT consultant - Rendering System Integration & Support ServicesKey focused areas> Carry out maintenance on customer servers remotely (windows servers 2003/2008/2012r2) > Backup checks- server backups , IFM backups> Patch updates > Health checks mainly server hardware> Exchange De-fragmentation> Router firmware upgrades > Active directory / DNS / Group policy> Attend to client side issue troubleshooting for Windows XP/ Windows 7/ Windows Vista / Windows 8 /Mac OS Operating systems > Worked with CRM ticketing systems such as Microsoft Dynamics CRM and Net Help Desk.> Providing solutions for client related issues within the agreed SLAs > Experience in Remote monitoring systems & Desktop management software such as N-able , LogMeIn, TeamViewer

Sri Lanka

Key focused areas> Conducting short term forecasting for inbound queues using statistical information & judgmental approach.> Long term man power and resource planning for all the Line of Businesses (LOB’s) according to the client forecast.> Long term Call Volume Forecast been crested by Looking previous patterns to chaeck whether the client Forcast varies from the acctual pattern> Conducting a root cause analysis on the non-achieved KPI’s and reverting with action items.> Updating annual leaves, shrinkages for weekly schedules as well as for the longterm manpower and resource planning.> Provide data driven analysis of business processes to improvements in the customer focus, efficiency, accuracy, and effectiveness of these processes.> Understanding and analyzing the call traffic trends and forecasting future volumes taking into consideration new business campaigns and seasonality promotions.> Conduct a Forceast on resource availability for each week staff requiment vs actual staff> Provided Bugetory information to the higher management> Work with HR team , Training team and Operation team to schedule recruitment dates, training dates and deployment days

Sri Lanka

Key focused areas> Creating and reporting MIS/ Dashboard report and presenting it at Operational and Client level.> Create and design web based reports and analyze the results for the management team and business unit.> Managing the Quarterly, Monthly, Weekly and Daily Report Creating in MS-Excel through in depth analysis and producing the actionable information.> Generate timely and accurate reports for analysis.> Research and analyze actionable data to the General Manager to enable proactive business decisions and/or react quickly to the changing business environment.> Identify process improvements to streamline date collection and report generation.> Provide data driven analysis of business processes to improvements in the customer focus, efficiency, accuracy, and effectiveness of these processes.> Communicate and present analytical findings to the management team.> Manage and analyze business information and promotes customer satisfaction and achieves cycle time reduction through team‐based productivity metrics.> Participates and facilitates cross‐functional team meeting and training to solve recurring internal customer issues.> Ensure the client receives the assistance needed to implement the recommendations and solutions.

Sri Lanka

Key focused areas> Achieving all Key Performance Indicators related the individual performance & contribute positively towards the team & centre.> Assigning the right employees with the right skills to the right job at the right time.> Real‐time adherence monitoring, accompanied by customized reporting.> Provides information needed to manage organizations effectively (Management information system).> Forecasting of workload and required staff.> Integration of employees into the scheduling process.> Analysis and monitoring of the entire process.

Sri Lanka

Key focused areasAchieving all Key Performance Indicators related the individual performance & contrite positively towards the team & centre. Handled customer interactions effectively and efficiently and provide first contact resolution. I was able to attend to assigned duties with minimum of supervision. Depending on the situation, I was expected to pay more attention in order to ensure the expected Service Level Agreements are within the control and Key PerformanceIndicators are met.> Work as the relationship officer between the customers and interdepartmental transactions.> Handling risk operation in relation to customer.> Educating the customers with regard to products and services.> Maintain high level of Internal and external customer services by meeting and exceeding expectations with emphasis of high level of professionalism quality, value addition, timely delivering and relationship building > Handling inbound calls on customer queries.> Have trained new recruits as well by listen their calls & improving the knowledge on products & services.

Bcs- Certificate / Diploma / Professional Graduate Diploma, Information Technology

Certificate in IT Computer & Network Technology Information Systems Software Development Diploma Computer Networks IT Project Management.

Gce Advance Level, Mathematics, 12 - 13

Activities and Societies: School IT SocietyCombined Mathematics Physics Chemistry

Gce Ordinary Level, General Studies, 6 - 11

Activities and Societies: School IT SocietyMathematics Sinahala Language English Language Buddhism Social Studies & History Eastern Music.