• Providing technical assistance to clients throughout the UAE.• Collaborating with the implementation team on onboarding new clients,migrations, upgrades, and IT projects.• Offering support to clients via phone, email, or in-person visits, ensuringprompt resolution of their needs.• Efficiently managing multiple support tickets and prioritizing userrequirements.• Understanding client needs and proposing innovative technology solutions.• Implementing and adhering to approved security guidelines for compliance.• Maintaining accurate and up-to-date records within the IT Helpdesk system.• Performing installations, modifications, upgrades, and repairs of computerhardware, software, and peripherals.• Administering Office 365 tenants and utilizing advanced features for effectiveoperations.• Conducting research to identify solutions for various IT issues.• Diagnosing and troubleshooting technical problems, ensuring timelyresolution.• Properly escalating unresolved issues to the appropriate internal teams.• Logging all issues and tasks to maintain a comprehensive record.• Balancing team and individual responsibilities effectively.• Welcoming constructive criticism and customer feedback to improve services.• Collaborating with outsourced IT support for client sites as needed.• Providing IT support during events, which may take place over weekends.

I got an opportunity to work as a System Administrator at LMBTI (Lanka Nippon Biztech Institute). LNBTI is Japanese based technology university, located at the heart of Colombo, they offer high quality Japanese Information & Communication related Technologies. It’s belongs to Hsenid Group. As a System administrator, I'm responsible for the maintenance, configuration, and reliable operation of computer systems and servers. I install hardware and software and participate in research and development to continuously improve and keep up with the IT business needs of their organization. I also actively resolve problems and issues with computer and server systems to limit work disruptions within the company.Responsibilities:-• I am the one in charge of the IT department.• Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization.• Install and upgrade computer components and software, manage virtual servers, and integrate automation processes.• I mentor and train interns that work under me.• Administration and Manage Active Directory, Office 365, Google Admin Console and Windows Server.• Firewall management: Configuration, Monitoring, Maintenance, Troubleshooting, Policy Management (Pfsense, Fortinet).• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues.• Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure.• Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.• Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions.• IT Inventory Maintain.

I was next chosen by Envoy Ortus (Pvt) Ltd to work in the position as an IT Help Desk Assistant. From 2022 Nov to up until now I am continuing my position in the organization giving the best of me to continue the daily task without any hindrance to the business goals. One of the major projects that I have given my support is to configuring an installing a Palo Alto 3200 firewall from scratch on the premises to secure the company’s network as well as to utilize the network usage according to the business needs.Responsibilities- • Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization.• Install and upgrade computer components and software.• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues.• Provide technical support to end-users.

I was worked as an IT Executive at Ceylon Linux (Pvt) LTD from 2022 Feb to 2022 Oct. By working in tight cooperation with the administrative members and the project teams, I have achieved many milestones within a short time period. With overa year of experience in the IT field, I have a broadened understanding and enhanced abilities to manage operations effectively. With me being granted the opportunity, I used my bellow mentioned skills to work for the betterment of the organisation.• Manage, Maintain and administrate Company IT infrastructure including laptops, mobile devices, Desktops, and Office 365 applications.• System Administration• Network Design And Administration• Ability to install, configure and troubleshoot and resolve IT-related issues.• Handling and resolving day-to-day IT issues of employees onsite and remotely.• Hardware, software, and network maintaining, troubleshooting, and technical support.• Creating Accounts for New Users and managing user accounts, email, active directory.• Routing, and Switching.

I started working with Australian College of Business and Technology (ACBT)-Outsourced from 2022 Feb to 2022 Oct as an IT Executive. My role was to design, organize, modify, and support an organization’s computer systems, including operating systems, business applications, security tools, web servers, email systems, and user hardware (laptops, PCs), quickly resolve any system failures and troubleshoots issues, upgrade and manage hardware and software, research upcoming products, service protocols, and standards in support of systems software procurement and development efforts, install and configure local area networks (LANs), wide area networks (WANs), and network segments and servers, such as file servers, VPN gateways, and intrusion detection systems and also ensure an uninterrupted internet connection and manages mail servers for sending and receiving emails and file servers for saving and managing data. These tasks not only gave me a better understanding how IT should work corelated to business growth but also helped me in improving my skills to work under pressure day by day.

I have successfully completed 6 months internship as an IT technician while doing my HND.