Sulaiman M. Email & Phone Number

- Seasoned Escalated Support with experience in providing second-level operational support.- Proficient in managing customer, network, and infrastructure faults, along with configuring equipment and performing firmware upgrades.- Skilled in delivering both remote support to swiftly resolve network issues.- Adept at diagnosing and troubleshooting a wide range of enterprise network challenges.- Experienced in creating comprehensive documentation for networks, processes, and systems to aid Level 1 & 2 support teams.- Effective in escalating complex issues to Engineering and related teams, ensuring seamless operational flow.- Practiced in incident and problem management, adhering strictly to established protocols.- Conducts thorough onsite audits to proactively address and prevent connection issues.- Specializes in analyzing and enhancing wireless connection access in diverse environments, optimizing for both high and low density areas.- Vigilant in network security measures, identifying threats like rogue DHCP servers and WLAN spoofing, and enforcing robust preventative strategies.- Diligent in case management, guaranteeing prompt and effective resolution follow-up.

Colombo, Western Province, Sri Lanka

- Experienced in providing technical and customer support for Superloop WiFi, adept at resolving technical queries and incidents.- Proficient in troubleshooting across Layer 1/3 of the OSI Model, with hands-on experience in Aruba, Ruckus, Cisco, Juniper, and Mikrotik platforms.- Skilled in escalating complex technical issues to Level 2 operations engineers, ensuring efficient resolution and customer satisfaction.- Responsible for conducting planned maintenance on internal and customer networks, maintaining system integrity and performance.- Capable of implementing change requests in customer environments, with a focus on minimizing disruption through seamless rollback procedures.- Expertise in managing onboarding policies and configuring platform features to deliver a superior service experience to customers.

Colombo, Western, Sri Lanka

- Proficient in server deployment, specializing in operating systems and software installation using Linux-Clonezilla and Acronis cloning software.- Skilled in providing both onsite and remote support for the repair and installation of smart boards, desktops, laptops, printers, and access points for corporate clients.- Expertise in troubleshooting software and hardware issues, ensuring customer satisfaction with effective solutions.- Significant project experience, including a 13-year Guaranteed Education Programme led by the Ministry of Education, demonstrating a commitment to long-term educational initiatives.

Colombo 02

- IT Support Specialist at Mobitel Pvt. Ltd.- Handling both hardware and software issues, ensuring customer satisfaction through prompt and accurate advice.- Proficient in providing remote support and guidance, adept at driving user issues to a successful resolution with diligent follow-up.- Skilled in installing, repairing, and configuring computer hardware and operating systems, alongside troubleshooting diverse computer-related problems.- Experienced in setting up new laptops and efficiently managing data transfer and backup for users.

Bachelor’S Degree, Computer Networks & Security, Second Class

Higher National Diploma, Computer Networks, Merit

Ordinary Level, Information Technology

Activities and Societies: Member of Interact Club Member of Basketball Club