• Providing Level 1/ Level 2 desktop support service to Prima Group of companies (Sri Lanka & Singapore).• Configuration, and troubleshooting of Salesforce Automation Mobile Application for its clients (Internal/External) across the country.• Use of Remote Access Software to provide end-user support - (Dameware, Any Desk, Team Viewer).• Providing Video conferencing support-(Polycom, Zoom, MS Teams).• Familiarity with the Incident Management System - Managed Engine Service Desk System.• Analyzing the incidents and creating/maintaining a knowledgebase.• Training/ Knowledge sharing with subordinates, and working in compliance with the procedures and protocols given by the office.• Client/End-user training on new solutions: Desktop applications and sales force systems.• Liaising with Suppliers on the purchase of equipment and warranty claims, repairs & other IT- related services.

Joined as an Associate Customer Support Engineer and promoted in year 2015.• Served as a vital resource for the staff, providing Level1 /Level 2 technical support to end-users (Local & Expatriate), leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation to Level 3 via incident management system within given SLA (BMC Remedy, Service Now, Smart IT).• Selected IT Project implementation and supervision.• Cultivated and maintained relationships with internal clients Provided technical support and coordinated video conferencing connectivity initialization & issues (WebEx, Jabber, CISCO Telepresence).• Contributed to identifying resolutions to mark as knowledgebase articles.• Adhered to the organization’s guidelines and standards at all times.• Maintained Comprehensive documentation for all implemented networks and inventory maintenance of the network devices.• Conducted training sessions for the end users, including onboarding of new staff.• Provided support and troubleshooting on Microsoft Office 2016/O365 collaboration tools.• Managed/ Performed health checks and push O/S imaging, and updates via MS SCCM.• Performed Administration & Management of MS Active Directory and Managed Print Services. (Papercut MF).• Use of remote support tools on assisting end-users. (GoToAssist, MS QuickAssist).• Performed troubleshooting and configuring mobile device management, VPN, IP Phone & related apps (Intune Company Portal, MobileIron, Cisco AnyConnect, F5 Access).• Contributed to IT Asset Management by following procedures and maintaining accurate data submissions.• Managed Data Backups as instructed by the Headquarters.

• Worked on troubleshooting Software and Hardware issues. • Managed hosted e-Mail services, and Digital PBX system. • Worked on the administration of MS Active Directory, DNS, DHCP, and WSUS.• Maintained Onsite/Offsite Backups. (Cloud Storage).• Provided technical support to end users (Onsite | Remotely). • Conducted training sessions for staff on PC applications and onboarding of new staff.• Coordinated with Service Providers for flawless IT operation.• Provided recommendations on the selection and purchasing of new IT equipment.• Maintained Software Licenses and Service Level Agreements (SLAs) renewals.• Maintained Inventories, and track record of expenses for the IT Department.

• Worked in-house as outsourced staff in Ceylon Chamber of Commerce, Sri Lanka• Maintained all the IT equipment installed at the site. • Involved in the Migration of IBM Lotus Notes to MS Exchange 2007.• Installed & Maintained Corporate Antivirus Products. • Installed, Managed & Maintained MS Exchange E-Mail Server, and Spam Filters.• Implemented & Managed Wireless Network Infrastructure (Access point installation and configuration).• Installed & configured customized Applications, MS Apps, Adobe Apps, etc.• Managed MS Active Directory, Domain Name Service, and DHCP at the site. • Maintained in-house data Backups. • Provided overall IT support to end users on both hardware and software. • Coordinated with Service Providers for flawless IT operation.• Supported procurement procedure for purchasing equipment for the Office. • Maintained Renewal of Software Licenses and Service Level Agreements (SLAs). • Maintained Inventories, Filing and was involved in IT budget creation.