Rujith De Zoysa Email & Phone Number

Caledon, On, Ca

Caledon, On, Ca

Mississauga, Ontario, Canada

Brampton, Ontario, Canada

-Provided enterprise-wide IT support including the Owner, CEO and Upper Management directly-Monitored email tickets queue in Manage Engine system with a focus on high priority issues-Created new user accounts in On-Prem Active Directory and Azure Active Directory-Setup, configured and deployed new laptops with all essential apps including Office 365-Created and configured Phone Ext.’s in Telus Business Manager for user’s VOIP desk phones-Setup new company iPhones and configured them for users with Microsoft MFA-Installed and setup company VPN software for all staff-Provided training to all staff to teach methods and techniques related to their roles-Delivered support for Citrix office and remote users via Admin console-Created documentation for how to use company apps and sites-Migrated users from old PC’s to new PC’s and laptops-Transferred users from old iPhones to new iPhones-Wiped phones, PC’s and laptops for repurposing devices as spares during Offboarding process-Updated and installed Windows 10 and 11 on PC’s and laptops-Utilized remote support apps and tools to assist work-from-home users and remote users-Performed administration for Office and internal-company apps licenses-Provided printer support for Xerox and HP devices, software and drivers-Helped with office desk moves and setups around the company building-Setup and configured new and old key fobs for access to company building

Toronto, Ontario, Canada

● Performed the following to support IT and Onboarding and Offboarding duties: Received andnoted new and broken hardware, updated inventory online, investigated issues with returnedlaptops and devices, migrated end-users from their existing PCs to newly bought PCs, wipedlaptop data, and shipped new and replacement hardware using Purolator software and labels● Supported users from all levels within the company with hardware, software,license issues● Provided company administration to Windows accounts and enforced Azure Active Directory andGroup Policies● Provided full support for company hardware, Microsoft Office 365 Apps, Google andApple Devices and internal company apps● Managed tickets created for user issues using ITSM ticket system● Escalated issues to manager that needed to be resolved in a timely manner● Assisted and reported app outages, major issues and escalations to appropriate upper levelsupport teams● Utilized remote support tools to assist with PC and software issues for work-from-home users● Managed and provided administration for Office 365 accounts and licenses● Created Purolator Shipping labels for shipping hardware to new users● Installed Microsoft Office, Windows 10/11 and company apps for user systems● Prepared and deployed new laptops and workstations for new users● Provided support for company and on-site printers and label printers including driver installations● Worked with Apple Business Manager to set up company iPhones

● Provided IT Support to employees of all ranks and departments for all of CIBC● Managed incoming inquiries (phone and email) from clients● Utilized ticket systems (Service Now) for logging tickets and escalating issues● Worked with upper-level teams to report outages and major escalations● Provided support for Office 365 application issues on Mobile, PC/Mac OS and Remote Desktop● Provided support for Citrix and RSA token issues● Supported VPN and Remote Desktop connection issues● Applied Active Directory and Group Policy administration● Supported local and network Printer and E-device issues● Utilized Remote support tools for assisting clients remotely● Assisted clients with Apple device and Mac OS issues● Configured and assisted with network issues for all CIBC departments● Supported and assisted VOIP issues with hard and soft phones● Provided end-user support and assisted with all CIBC internal applications

● Worked with Microsoft Windows Server 2003, 2008, 2012 Standard and Small Business ServerEditions● Managed incoming inquiries from clients via Phone and Email● Configured and supported Antivirus, Antispam and Backup software packages● Installed, configured and supported Microsoft Office 365 products● Configured and supported network connectivity and VPN issues● Supported clients with macOS and Apple devices● Supported client hardware and software issues● Escalated outages to upper level support teams● Utilized Service Now ticket system for tracking and resolving issues● Used Kaseya Remote Support Software for assisting client issues● Provided Office 365 license and Active Directory and Group Policy administration● Supported PC Printers and peripherals● Provided Microsoft 365/ Exchange/ Active Directory Azure administration● Provided full support to all levels within each Ricoh Canada client

Toronto, Canada Area

● Responsible for providing user support to Sunwing’s internal departments throughtroubleshooting issues with company systems and applications● Provided support for VPN’s, VDI’s, Citrix XenApp, Avaya phones and Site AdministratorSoftware, Airline Choice, PDQ, Remote Support Tools, Microsoft Exchange, Office 365,FreskDesk Ticketing System, MDM Software● Administered, created, edited and managed Active Directory accounts and applied company-specific Group Policies● Managed, created and edited Microsoft Exchange accounts on Sunwing Domain’s● Installed, repaired issues for Microsoft Office 365 on employee PC’s and laptops● Analyzed and resolved performance problems and outages to software products and systemssupport● Provided technical assistance and support for Company applications, servers, PCs, laptops,printers, scanners, phones, cell phones, wireless network devices● Created documentation and assisted with SOP’s with assistance from level 2 and level 3 supportto ensure capability of team to restart services and troubleshoot front end issues● Onboarded, offboarded and deployed PC’s for new hires● Monitored ticket queues and assigned unassigned tickets to agents based on ticket volumes and

Toronto, Canada Area

● First point of contact for the end users for all technical issues and service requests● Provided troubleshooting and technical support via phone, web-based tools and email● Responded to queries, ran diagnostic programs, isolated problems and determined andimplemented solutions● Followed all standard operating procedures (SOP) through the effective use of KnowledgeManagement● Supported end users in their use of applications such as Microsoft Office 365, GoogleApplications, RSA Tokens, RDP software, ERP software, CRM software, Cisco AnyConnect andJuniper Pulse VPN software, Citrix XenApp, SAP software and MDM systems● Performed account management and maintenance for various applications and systems● Administration of Active Directory Policies and Group Policies● General networking knowledge (firewalls, gateways, routing, proxy, and other protocols)● Provided coordination and prioritized multiple tasks simultaneously while maintaining attentionto detail and quality for over 6 accounts● Extensive experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage andtrack incidents● Performed PC Lifecycle Management activities: receiving hardware, inventorying, migrating endusers from their existing PCs to newly leased PCs, wiping data, and returning hardware

Downtown Toronto

Toronto, Canada Area

Toronto Pearson International Airport - Terminal 1

Bachelor Of Commerce (B.Com.), Business Technology Management

High School