Rachitha Abeysiriwardena

• Managing the Lotto NZ Gaming System and associated central platforms according to established policies and procedures
• Proactively monitoring Lotto NZ Gaming Systems and promptly reporting malfunctions to appropriate support teams
• Escalation of system, user, and vendor performance issues, with diligent follow-up on cases until completion within the SLA time frame. This includes the identification and resolution of root causes
• Ensuring accurate reporting of all incidents, initiating the incident management process, and confirming a proper handover for the next shift
• Managing and processing all Lotto NZ Draws following established policies and procedures
• Accurate and timely reporting and analysis
• Coordinating recovery actions and collaborating with support teams/vendors to rectify failures, ensuring swift restoration of services. This involves interaction with various support entities such as IGT in USA/India, Spark, NZ Audit, and Datacom
• DAY end processing and banking process (SAP)
• DR system maintenance and monitoring
• Following system maintenance according to the scheduled plan
• Managing access card system
• Monitoring batch processing through Splunk and ESTE system
• Monitoring error codes through Splunk (reporting and escalating)
• Monitoring & managing the Lotto NZ Retailer network
• Monitoring & managing Lotto NZ's Digital Channels and products.

Lotto NZ Customer Service:

• Ensures customer service standards are maintained at all times
• Fosters good working relationships with all Lotto NZ Departments
• Effectively communicates with the Computer Operations team and the broader business by providing timely and specific information.

• AProficient in IT Service Desk Operations, delivering exceptional telephone and email support to remote users for the prompt resolution of incidents, problems, and requests
• Extensive experience collaborating with global organizations, including AXICOM and KTAS in Australia, Equifax - Australian Credit Bureau, Pegasus in Australia, and Cambodian Credit Bureau
• High-impact incident management
• Oversaw the junior Ops team and conducted training sessions for newcomers
• Regularly update tickets and consistently follow up on cases until completion, ensuring adherence to SLA timeframes
• Collaborating with vendors as required for service matters, including but not limited to Theta, Fronde, IBM, Spark, Vodafone, Vector, DATACOM, VOCUS - AUS, RECALL, and others
• Installing and configuring Desktops and Laptops
• Committing to and diligently following service standards (SLA), escalation procedures, operating policies, and standard operating procedures
• Conducting scheduled maintenance and ensuring the upkeep of IT Support documents
• Building checks (AC towers, CCTV, Generator checks)
• Backup tapes and data management
• Active Directory - Creating users, unlocking users, and allowing permissions
• Managing IT Infrastructure - System maintenance, System monitoring & Capacity monitoring
• Creating Change Requests, tasks and maintaining customer internal service requests
• Responsible for changes and service now tasks (Metrix, EQUIFAX, SKY TV, AA New Zealand etc.)
• Updating client documents such as procedures and manuals
• None people leader - Fire / Health & reporting all hazards (UPS, Generator, Inrow Coolers)

Providing IT support to various customers.

Equifax: Credit Bureau – New Zealand & Australia | Fletcher Aluminum & Concrete | Credit Bureau – Cambodia | Tegel Foods | Pegasus – New Zealand & Australia | SKY Television | New Zealand Automobile Association (AA) | Intercity (Passenger transport and tourism) | Queensland Hospital – Australia | KTAS - Australia | Metrix Power Metering | Honda – New Zealand | AXICOM - Australia | Waste Management | Noel Leeming | Synlait Milk | Hynds | ANZCO Foods | Juken | MITRE 10

IT Support / Service Desk:

• Supervised the Service Desk team and conducted training sessions for newcomers. Worked closely with
  the team, organized, and provided necessary training, along with motivation programs in collaboration with the HR team.
• Consistently managed the service desk ticket queue within the Service Level Agreement (SLA)
• Active Directory - Creating users, unlocking users, and allowing permissions
• High-impact incident management
• Support was provided over the phone, remote tool, and email throughout the investigation
• Configured Windows Server 2008 R2
• Configured virus guards, printers, and other applications according to bank procedures
• Installed patches, service packs, and software applications
• Followed up on cases and requests continuously until the completion
• None people leader - Fire / Health
• Maintained and logged customer & subordinate issues to the system
• Installed new computers, created new users, and removed accounts and access for exiting employees
• Investigated system issues, diagnosed, and fixed hardware/software faults
• Provided updates to customers within SLA time frames
• Obtained more detailed information about the help request to diagnose the issue effectively
• Followed up on outstanding requests quickly and responsibly
• A collaborative approach to working with third-party and outsourced providers

IT Operations (24x7 Environment):

• Maintained and monitored the core system for operations in Sri Lanka, Maldives, and Bangladesh
• Supervised the Data Center & DR team to ensure the continuous operation of systems for Sri Lanka, Maldives, and Bangladesh
• Managed and controlled the ATM network spanning across all three countries
• Maintained daily checklists
• Prepared system reports for management
• Experienced in system availability and capacity monitoring
• Data and tape management

Projects:

• ISO27001 implementation and documentation
• Discussed and designed projects with external stakeholders (IBM, FISERV, ARKSYS, EURONET, etc).