Rashdheera (Rash) Bandara
Nelson Street,Auckland
Summary
Results-driven IT Service Management Specialist with 5+ years of experience in optimizing service delivery, resolving complex technical issues, and driving continuous improvement. Proven expertise in vendor management, ITIL frameworks, and ServiceNow automation. Adept at leading cross-functional teams, ensuring SLA compliance, and enhancing user experiences in hybrid work environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
IT Support Analyst
UP Education
Auckland, New Zealand
04.2024 - Current
- Service Desk Efficiency: Reduced ticket resolution time by 15% through streamlined triaging and prioritization.
- Vendor Collaboration: Worked closely with vendors to resolve ICT issues, improving service delivery timelines.
- Process Documentation: Created ICT guides, cutting repetitive queries and enhancing user readiness by 20%.
- Microsoft Intune: Managed device enrollment and imaging, ensuring seamless onboarding/offboarding.
IT Service Manager
Advania As
Oslo, Norway, Colombo,Sri Lanka
01.2014 - 10.2022
- Major Incident Management: Resolved 50+ Sev1/Sev2 incidents annually with 99% SLA compliance, minimizing downtime.
- Vendor & Stakeholder Management: Led ITSM operations for enterprise clients across Scandinavia, improving system reliability by 25%.
- ServiceNow Automation: Enhanced workflows, reducing ticket resolution time by 20%.
- Problem & RCA: Cut recurring incidents by 30% via root cause analysis and preventive fixes.
- Change Governance: Reduced unauthorized changes by 25%, ensuring compliance with ITIL and ISO 20000.
Executive - IT Service Desk
Dialog Axiata, Colombo
Colombo, Sri Lanka
07.2007 - 12.2013
- Incident Management: Achieved for outages impacting 10,000+ users (95% SLA compliance).
- Process Optimization: Implemented ITIL workflows, reducing resolution time by 20%.
Education
Master of Applied Management - Business Information Systems
Otago Polytechnic Auckland Campus
Auckland12-2023
Bachelor of Science - Information Technology
Aldersgate College
Colombo01-2015
Skills
- Service Delivery & Vendor Management: Performance monitoring, issue resolution, and continuous improvement planning
- ITIL Framework: Incident, Problem, Change Management (ITIL v4 Certified)
- ServiceNow Automation: Proactively identifying and implementing automation opportunities
- Stakeholder Coordination: Direct collaboration with vendors and technical teams for escalated issues
- Process Improvement: Reducing bottlenecks and enhancing service efficiency (eg, 30% reduction in recurring incidents)
- SLA/KPI Reporting: Automated dashboards (Power BI) for real-time performance visibility
Certification
- ITIL v4 Foundation (EXIN)
- DevOps Foundation (DevOps Institute)
TOOLS
- ServiceNow
- BMC Remedy
- Power BI
- SQL
- Microsoft Intune
Timeline
IT Support Analyst
UP Education
04.2024 - Current
IT Service Manager
Advania As
01.2014 - 10.2022
Executive - IT Service Desk
Dialog Axiata, Colombo
07.2007 - 12.2013
Master of Applied Management - Business Information Systems
Otago Polytechnic Auckland Campus
Bachelor of Science - Information Technology
Aldersgate College
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