Work Experience

I am working as an IT Support Engineer at Maytech Technologies. Managing systems and troubleshooting the Hardware, Software and Network issues on end-user devices.

• Provide day-to-day technical support for staff in the Sri Lanka office, resolving hardware, software, and network issues efficiently.
• Manage and support Windows, macOS, Android, iOS, and smart TV devices using Hexnode UEM for unified endpoint management. Centralized device configuration, app deployment, and policy enforcement. Monitor device compliance and act on non-compliant devices through Hexnode’s alert.
• Manage Microsoft 365 admin tasks including user creation, password and MFA resets, license management, mailbox setup, and support for Outlook, Teams, OneDrive, and SharePoint.
• Maintain accurate documentation of IT processes, device configurations, and user support activities and manage onboarding and offboarding processes for employees, ensuring proper access control and account setup.
• Administer and maintain network infrastructure (FortiGate firewall, HPE Instant On switches, Aruba APs), including configuration, troubleshooting, QoS, and Dual-ISP failover.
• Collaborate with internal and external teams to optimize IT operations and streamline device lifecycle management.

I worked as an L1 IT Support Engineer at VFS Global, outsourced through Dezign Intelligence. Managing and troubleshooting the Hardware, Software and Network issue on end-user devices.

• Identified and resolved hardware and software issues, including Office 365 installations and network connectivity problems.
• Configured new systems and added them to the domain via Active Directory, ensuring the installation of the latest Windows updates, security patches and required application.
• Provided outstanding customer service by interacting calmly and clearly with users across varying levels of technical proficiency.
• Used ticketing systems to log, monitor, and manage user requests within defined SLAs, ensuring timely resolution, regular ticket updates, and keeping users informed about the status of their issues until final resolution.
• Monitored all hardware items in inventory, initiated repairs and replacements for defective items, and maintained a healthy inventory along with spare stock management.
• Utilized remote desktop tools for troubleshooting and system maintenance.
• Effectively recognized and troubleshot technical difficulties, escalating unresolved or more complex issues to higher-level support teams or concerned parties according to the Escalation Matrix if they were not resolved within the defined timeframe.

I worked as a Network Administrator for 6 months and Trainee Network Administrator for 6 months. My responsibilities were maintaining Cisco Routers and Switches with any operating systems. Managing and troubleshooting the Network that consists of PC and Server within LAN Infrastructure.

• Cisco Router & Switch configuration (PuTTY) (Cisco Router - 2811, Cisco Catalyst MLS - 3550, D-Link Switches).
• Computer Network, Software & Hardware troubleshooting.
• Designing Campus Area Network (CAN) and Server system.
• Maintaining and monitoring network.
• Implementing and maintaining Servers and real-time backup solutions (DHCP, TFTP, FTP).
• Having a solid understanding of networking concepts such as TCP/IP, VLAN, VTP, EtherChannel, Port Security, SSH, Telnet, STP, NAT, ACL, HSRP, OSPF, RIP, and EIGRP.

I worked as a Graphic Designer for 3+ years with a flair for creativity and attention to detail. Proficient in industry-standard design software and passionate about delivering high-quality work that exceeds client expectations.

• Logo, Letter Head, Curriculum Vitae Design
• Wedding, Party, Business Cards Design
• T-shirt, Jersey Design