8 years management experience Circa 15 years' experience in Customer Support Vast experience in handling IT projects involving more than 5,000 desktops, networks VLANs and HP Procure Switches VOIP specially ShoreTel Administration of computer systems Supervision of teams Goal-driven and Goal-focused Positive attitude Work well within either a team environment or on my own Great sense of humour
Overview
38
38
years of professional experience
1
1
Certification
Work History
Senior IT Engineer
Connect NZ Ltd
Auckland
01.2008 - Current
Attend to customer support jobs as allocated by service controller
- Diagnose faults and carry out repairs
- Inform customers of work done during each visit and any outstanding work to be rescheduled
- Inform service reception of work that needs to be rescheduled
- Identify new opportunities for sales and service with customer site
- Action project according to job card or project plan
- Plan IT projects for clients including writing of project plans and installation guides
- Undertake site Audits and prepare written documentation and site diagrams
- Maintain documentation on all customers' sites, including passwords, and update this when changes occur
- Complete job sheets every day and provide them to the CSC.
- Managing Support contract networks
Assistant General Manager- Technical Support
Ceylinco Micro Technologies Ltd (CMT)
Sri Lanka
01.2007 - 10.2007
This was an internal Transfer within Ceylinco Consolidated (www.ceylincoconsolidated.com)
I was involved initially in forming the company, had input into the business plan, marketing etc
We also started IT Outsourcing, and I had full responsibility for developing the technical team up to the international standards
Though the title was "AGM", I still maintained an element of hands-on technical work.
Assistant General Manager, Technical Support
Ceylinco Networking Technologies Ltd (CNT)
Sri Lanka
01.1999 - 12.2006
In 2001 started the first MS Support Centre in Sri Lanka with MS PSS (Product Support Services) under the MS Gold Support Partner Agreement (now called a Partner Advantage Agreement).
CNT operates in the Asia Pacific region, and as Technical Manager I had two main technical teams to handle pre-sales and post-sales issues
I had to learn and master the products, and conduct training for the internal technical team and also the technical teams of the partners and customers
I guided the technical team to provide the necessary technical information to our sales force, and conducted POC's (Proof of Concepts)
I implemented a Signal System for Sri Lanka Air force with Windows NT 4.0, MS Exchange 5.5 and Outlook 97
I designed Outlook forms using VB4 (16 Bit version) and published to Exchange 5.5
I used MS PKI for security
I also attended to post-sales issues and installations of our enterprise customers.
Senior Manager, Technical Support
Ceylinco Networking Technologies Ltd (CNT)
Sri Lanka
01.2004 - 01.2005
With the expansion of the company I was given more responsibilities in terms of business promotions and coordinating with vendors and principals
I was working very closely with the Microsoft Enterprise team in order to deliver practical and cost effective enterprise solutions.
Manager, Technical Support
Ceylinco Networking Technologies Ltd (CNT)
Sri Lanka
01.1999 - 01.2003
I was given responsibility for looking after further expansion
I had meetings with the Red Hat Country Manager and Regional Managers
With Red Hat's support I implemented a total infrastructure for networking solutions under the one roof.
Senior Network Engineer
Computerland Ltd
Sri Lanka
01.1997 - 01.1999
One of my main projects over this period was establishing a radio data link (provided by Celtel) via between Eveready Battery Company in Colombo and the factory in Ja-Ela to connect the two networks
I established Windows workgroup with Post office
While I was attending to the network issues of the customers, I also handled the network support team by allocating the Engineers and coordinating with the customers & scheduling the support calls.
I was directly responsible for handling the warranty replacements
I had to communicate with Compaq Asia and send the faulty item and get the replacement and fix that at the customer site, and attended to customer calls.
I was troubleshooting Hardware, Software & printer problems at customer sites, doing Mother Board repairs, Hard disk repairs, Floppy disk repairs and monitor repairs
I did Compaq Rack server assembling & installing the Novell/ Windows NT 4.0 server software, and also Network design, installation and configuration of Novell and MS Windows Networks.
I fixed network issues and was a member of the WAN team for installations and trouble shooting
Attending customer calls, troubleshooting and resolving h/w, s/w and printer problems for clients
Handling workshop repairs, doing repairs to Mother Boards, Hard disks, Floppy disks and monitors
Installing and commissioning the server racks
I did Compaq Rack server assembling & installing the Novell/ Windows NT 4.0 server software
Installing Novell and MS Windows Networks, network design, installation and configuration, troubleshooting network issues.
Whilst working at Computerland Maldives I was the only Network Engineer, so carried out all of the WAN installations and configurations.
Network Engineer (Maldives)
Computerland Ltd
Sri Lanka
01.1995 - 01.1996
Whilst working at Computerland Maldives I was the only Network Engineer, so carried out all of the WAN installations and configurations.
Customer Support Engineer
Computerland Ltd
Sri Lanka
01.1992 - 01.1995
I was troubleshooting Hardware, Software & printer problems at customer sites, doing Mother Board repairs, Hard disk repairs, Floppy disk repairs and monitor repairs
I did Compaq Rack server assembling & installing the Novell/ Windows NT 4.0 server software, and also Network design, installation and configuration of Novell and MS Windows Networks.
I fixed network issues and was a member of the WAN team for installations and trouble shooting
Attending customer calls, troubleshooting and resolving h/w, s/w and printer problems for clients
Handling workshop repairs, doing repairs to Mother Boards, Hard disks, Floppy disks and monitors
Installing and commissioning the server racks
I did Compaq Rack server assembling & installing the Novell/ Windows NT 4.0 server software
Installing Novell and MS Windows Networks, network design, installation and configuration, troubleshooting network issues.
Assistant Service Engineer
Environmental Laboratories (PVT) Ltd
Sri Lanka
01.1987 - 01.1992
Environmental Laboratories was the agent for Millipore Products, Jenway products, Oxford Analytical Instruments, Liquid, metronic products and water purification systems
Testing & commissioning these equipments, also had a lead role in handling the repairs
I also handled the electronics and electrical part of the company's water purification systems and swimming pools.
Education
Skills
8 years management experience
Circa 15 years' experience in Customer Support
Vast experience in handling IT projects involving more than 5,000 desktops, networks
VLANs and HP Procure Switches
VOIP specially ShoreTel
Administration of computer systems
Supervision of teams
Goal-driven and Goal-focused
Positive attitude
Work well within either a team environment or on my own
Great sense of humour
Certificate in Implementing and Managing Windows Server 2008 Hyper-V
Firewalls: Checkpoint FW/VPN, Fortinet, Netgear and Snapgear
Others: Visio, Ms Project and Zeta Fax (Network Fax Solution)
Anti Virus: Trend Micro, Symantec
Mailing: MS Exchange (2010, 2007, 2003, 2000, 55)
Virtualization Technologies
ITIL Framework
Disaster Recovery Planning
Incident Management
IT Security Management
Hardware Installation
Remote Support
Network Administration
Advanced troubleshooting
Technical Troubleshooting
Projectsandachievements
Sri Lankan Airlines Microsoft Deployment - This was a 2,500 user migration from NT 4.0 to Windows 2000 with Exchange migration.
Brandix Migration - This project involved 3,500 users spread over 16 branches migrating from Windows 2000 to Windows 2003 with Exchange migration.
Seylan Bank Migration - This was a 1,500 user migration from NT 4.0 to Windows 2000. This also included a migration of all the branches to one domain. (Multi domain environment to central domain).
Microsoft Support Centre - In 2001 I initiated the first Microsoft Support Centre in Sri Lanka with Microsoft PSS (Product Support Services) under the Microsoft Gold Support partner agreement (now called a "Partner Advantage Agreement"). This company expanded within 1½ years to employ 12 technicians, and now a staff of 50 technicians supports Microsoft in Sri Lanka.
Compaq Rack - I was in charge of installing the second Sri Lankan Compaq Rack, complete with software and hardware installation
Network System - At Jewlknite, a garment factory, I designed and installed a network system for 200 nodes.
Itcompetencies
Active Directory, Windows 2012,2008, 2003/R2/SBS 2003 to SBS 2011 and Windows NT 4.0
Advanced knowledge on Exchange 2000, 2003 and 2007, 2010,2013 and Office 365
ISA 2004 and 2006
Active Directory Migration Tool
Systems Management Server (SMS2003)
Basic knowledge on Linux
Cluster Service (MS)
VLANs and switches.
Working knowledge on Citrix Metaframe
Installation and administration of DNS (MS DNS), WINS, WWW (IIS) and VPN
Microsoft Exchange Server
Microsoft Terminal Services
VMware ESX, Server and tools for server consolidation
Windows Server Update Services
Symantec Backup Exec and Endpoint Protection Manager
IBM BladeCenter Server.
Checkpoint Firewall installation
Fortinet Firewall and Fortianalyzer Summary of IT Competencies
Clinical Assistant and Procedure Shadowing at Healthzone Medical AUT MillenniumClinical Assistant and Procedure Shadowing at Healthzone Medical AUT Millennium