- Managed IT service desk operations, supervising a team and allocating resources effectively.- Oversaw ticketing and escalations via ServiceNow, prioritizing incidents, and managing IRI (Imminent Revenue Impact) tickets.- Monitored chats using Vayu and calls via Avaya CMS to ensure efficient handling of support requests.- Conducted performance monitoring and ticket audits, providing feedback to enhance team efficiency and adherence to Service Level Agreements (SLA).- Led training sessions for new hires and facilitated ongoing development for existing staff.- Collaborated with teams to streamline communication and resolve IT outages effectively.

- Served as the first point of contact for customers seeking technical assistance via chat, call, and tickets.- Maintained a high first-call resolution rate by delivering effective troubleshooting and problem-solving solutions.- Documented ticket details and resolutions in ServiceNow to ensure efficient tracking and future reference.- Conducted remote troubleshooting using BeyondTrust Bomgar for hardware and software issues.- Escalated unresolved issues to the next level of support, ensuring timely resolution.

- Assist end users over the phone in transitioning from Symantec VIP Manager to Microsoft Authenticator for multi-factor authentication (MFA)

- Supporting operation staff as per their IT related issue under ticketing basis.- Working under VIP environment and managing their daily task.- Utilizing the tool Perceive system, to monitor overall compliance status and promptly address any deviations.- Assuring that the compliance team has enough resources and training to meet the department's goals.- Troubleshooting SCCM/Jamf, McAfee, Windows Defender, BitLocker compliance issues across both Windows and macOS endpoints.- Diagnosing and resolving hardware, software issues logged in ServiceNow within the given SLA.- Configure desktop and laptop machines based on user requirements and upgrading RAM and hard disk according to the user needs.- Effectively managed the allocation and maintenance of peripherals devices.- Coordinating with vendors on warranty claims and handling physically damaged devices.

* Outsourced as Data entry operator at Commercial Bank of Ceylon PLC, Card Center- I managed merchant agreements and tracked transaction volumes during exclusive offers.- Using AS400 system to gather data and create reports for leads.- Managed payments of bank's share at the end of promotions.- Collaborated with my team to send bulk SMS messages to cardholders for ongoing promotions.- Creating installment accounts in the Euronet system and coordinated with vendors to install POS machines at merchant locations.