Sampath Perera Email & Phone Number

Mount Waverley, Victoria, Australia

Ensure IT Services (Levels 2-3) are supported and maintained. Provide day-to-day 1st and 2nd level Service Desk support (Incident and Request Management) for support calls received via phone, email, voicemail and walk-upsRecord and update tickets utilising Incident ManagementMonitor telephone queues and answer calls within SLA guidelinesProvide first call resolutions to incoming calls where possible using knowledge base articlesProvide support for multiple clients during after hour service.Assist with the creation of Knowledge Base Articles (KBAs)Working with other teams when appropriate to improve knowledge of the customers environments and possible threats.Identifying any deficiencies in the monitoring systems and suggesting improvementsPerforming incident response tasks.

Braeside

Key responsibilities:- Logged and tracked all reported incidents and requests for allocated customer projects. - Ensured correct and appropriate tools and systems are in place to support incident response execution.- Scheduled and conducted quality audit inspections, analysed and reviewed systems, data and documentations. - Recommended corrective action plans and improvements in resolution of non-compliance with standards detected through monitoring and auditing of processes and procedures.- Communicated, educated and liaised with users and management to ensure and heighten awareness of security across the organisation and further promote adherence to standards, procedures and quality control issues.- Assisted in activities including troubleshooting, diagnosing, testing and resolving system problems and issues.- Analysed, evaluated and diagnosed technical problems and issues including installation, maintenance, repair, upgrade, configuration and troubleshooting of desktops, software, hardware, printers, internet and operating systems. - Collaborated with stakeholders across the organisation to develop best practices to configure and program security systems.- Tested, identified and diagnosed functionality errors and faults in systems and programming code within established testing protocols, guidelines and quality standards to ensure systems perform according to specification.- Performed organisational systems, architecture reviews and assessments and further recommended current future hardware and software strategies and directions.- Created and reviewed security technical documentation such as procedural, instructional, and architectural and operational guides and manuals, technical reports and specifications and maintenance inventory systems.- Implemented portfolio of operational security initiatives and solutions.- Followed security standards as per client definitions and participated in onsite auditing.

Deakin University - Burwood

Key responsibilities:- Deployed the systems for the client base according to the defined standards.- Given Level 1 and Level 2 support related to hardware and software related issues.- Attend for the queries as per Service Now system.- Maintained good rapport among the stakeholders.

Kurumba Resort - Universal Enterprises (Pvt) Ltd

Key responsibilities: - Coordinated and cooperated with IT department stakeholders via identifying new technology and equipment to enhance product quality and develop new concepts to achieve organisational objectives.- Recommended and implemented upgrades to existing installed software and hardware for user-defined requirements.- Supplied Level 1 and 2 support for hardware- and software-related issues.- Maintained security of IT systems present in the property.- Assisted with installation, configuration, troubleshooting, user-training and documentation related to hotel applications such as Micros, Opera, MC, SUN and E-Wellness applications.Key achievements:- Installed POS systems for the operational outlets successfully.- Upgraded the old Fidelio version as Opera PMS Version 5.0.03.01/15.- Implemented Gigabit Ethernet network to the property.- Implemented SUN system for the finance department and material control system for the stores.- Troubleshooted database related issues.- Upgraded guest network from VDSL to ADSL- Implemented online music system for the property.- Maintained quality and reliable TV networks for the property.- Replaced the door lock system with the Onity system.- Upgraded server/client hardware according to the current standards.- Maintained security policies as per the defined standards and conducted the annual IT audit with external parties.

Sri Lanka

Key responsibilities:- Oversaw computer-related activities such as hardware configuration, network management, web-based activities and programming-related work.- Upskilled and trained to maintain account records up to trial balance. - Provided community service to assist in Tsunami Rehabilitation projects within a diverse group of staff.Key achievements:- Implemented and configured internal network for organisation. - Developed and designed the company website.

Key responsibilities:- Maintained a reliable computer hardware environment within the computer lab.- Mentored and trained users for MS Office package including Word, Excel, PowerPoint and Access, and internet and email.- Developed users according to the data entry market.Key achievements:- Implemented and configured internal network for organisation. - Developed and designed the company website.

Bachelor Of Science (Bsc), Information Technology, Honour

Bachelor Of Science (Bsc), Information Technology

Diploma In Network Administration

Certificate In Computer Hardware Engineering

Master Of Cyber Security

Relevant coursework: Policy Making, Cybersecurity Fundamentals, Business Data & Cyber Security, Information Risks, Threats & Controls.