Shane Jayasekara Email & Phone Number

Perth, Western Australia, Australia

Perth, Western Australia, Australia

Perth, Western Australia, Australia

Sri Lanka

Hybrid role between Technical Help Desk Specialist and Networking technician,•Serve as the first point of contact for customers seeking technical assistance over the phone or via email.•Troubleshoot problems in the network and ensure the business operation was not affected.•Supported in the management of internal and external DNS systems.•Managed network resources using Microsoft Windows servers and Active Directory by setting up users and granting permissions and… Show more Hybrid role between Technical Help Desk Specialist and Networking technician,•Serve as the first point of contact for customers seeking technical assistance over the phone or via email.•Troubleshoot problems in the network and ensure the business operation was not affected.•Supported in the management of internal and external DNS systems.•Managed network resources using Microsoft Windows servers and Active Directory by setting up users and granting permissions and access. •Created support documentation that enabled the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team. Show less

Melbourne, Victoria, Australia

Serve as the first point of contact for customers seeking technical assistance over the phone or via emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect and escalate unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and… Show more Serve as the first point of contact for customers seeking technical assistance over the phone or via emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect and escalate unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements in proceduresSetting up IT infrastructure that includes systemsProviding in-person or over-the-phone technical support for all the installed IT infra across the company Onboarding employees with the necessary hardware and user account creation.Troubleshooting and maintaining the company-wide IT infrastructure including network diagnosis and monitoring production scheduling and jobs. Working with external vendors to resolve existing equipment problems. Show less

Sri Lanka

Providing IT support over the phone, emails, and screen sharing.Providing first-level support and logging the tickets.Provide excellent customer service.Providing hands-on hardware and software support.Installing, moving, adding, and changing equipment and softwareMaintenance of Client's NetworkPerforming proactive and reactive troubleshooting to identify potential problemsRecognize the area for improvement within IT infrastructures.Participate in team and… Show more Providing IT support over the phone, emails, and screen sharing.Providing first-level support and logging the tickets.Provide excellent customer service.Providing hands-on hardware and software support.Installing, moving, adding, and changing equipment and softwareMaintenance of Client's NetworkPerforming proactive and reactive troubleshooting to identify potential problemsRecognize the area for improvement within IT infrastructures.Participate in team and customer meetings actively by giving intelligent inputs to improve efficiency Communicate with stakeholders to understand their requirementsDevelop and analyze functional specifications Show less

Bachelor'S Degree, Computer Science

Higher National Diploma, Computer Science