Chathura Chamantha
Scarborough,Canada
Summary
Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
ICICI BANK CANADA
08.2022 - 11.2024
- Provided Tier 2/3 technical support services to internal users via email, phone, and ticketing systems, resolving escalated issues promptly and achieving a 95% first-call resolution rate
- Analyzed logs from AWS CloudWatch and AWS Cloud Trail to identify system anomalies, performance bottlenecks, and security threats
- Ensured network performance by troubleshooting DNS, DHCP, VPNs, and firewalls, optimizing internal and external connectivity for remote access and user experience
- Provided Tier 2 and Tier 3 AWS support, addressing critical production issues and troubleshooting across services such as EC2, S3, Lambda, and RDS
- Provided technical support for staff using computer workstations, mobile devices, AV systems, software applications, and peripherals such as printers and scanners
- Provided technical support and maintenance for MacOS, Windows, and Linux systems, ensuring optimal performance and security
- Provided technical assistance for Office 365 and Microsoft Exchange, troubleshooting email and collaboration tool issues
- Deployed and managed Microsoft Intune for endpoint security, mobile device management (MDM), and policy enforcement
- Deployed comprehensive patch management strategies and advanced security tools, reducing system vulnerabilities by 30% and significantly fortifying enterprise network defenses
- Served as the primary contact for helpdesk inquiries, handling software and hardware troubleshooting for the company
System Administrator
Technium Services Australia
05.2020 - 04.2022
- Deployed and maintained AWS and Azure cloud environments, managing virtual machines, storage, and security policies, while creating technical documentation and manuals
- Managed Microsoft Intune for mobile device management (MDM) and mobile application management (MAM), ensuring security compliance across corporate and BYOD devices
- Provided ongoing support for production support processes, including patching, vulnerability assessment, and resolution of issues related to the AWS platform
- Supported troubleshooting efforts for AWS-based production issues by analyzing logs in AWS CloudWatch, CloudTrail, and other logging services to pinpoint errors and inefficiencies
- Developed perl and bash scripts for system automation, log analysis, and security monitoring
- Managed virtual machines (VMs) in Microsoft Azure, including provisioning, monitoring, and optimizing resources to ensure performance and security
- Deployed and managed App Protection Policies (APP) to safeguard corporate data within Office 365 and third-party applications
- Assisted clients with network device configurations, including routers, switches, and firewalls, ensuring secure and optimized setups
- Assisted with change management initiatives, ensuring a smooth transition to new IT solutions and minimal disruption to operations
- Administered Jamf for macOS device management, ensuring compliance, security updates, and software deployment
System Administrator
Dialog Axiata PLC
08.2018 - 04.2020
- Actively monitored and managed Linux server logs, including critical logs such as/var/log/syslog and/var/log/messages, to detect early signs of system anomalies, performance issues, and application crashes
- Monitored and analyzed Docker container logs using docker logs to identify issues and troubleshoot application performance, while implementing containerization, Kubernetes, and scripting for improved operations and development
- Managed user accounts, groups, and permissions using useradd, usermod, chown, and chmod, ensuring secure access control for the server environment
- Managed and maintained a variety of software packages on Linux servers using apt, yum, and dnf package managers, ensuring that the servers were consistently updated with the latest security patches, minimizing vulnerabilities and downtime
- Proactively managed key system services Apache, Nginx, SSH, and cron jobs with systemctl, ensuring that the servers were consistently updated with the latest security patches, minimizing vulnerabilities and downtime
- Experienced in using Slack for coordinating tasks among the support team and maintaining a systematic approach towards problem-solving
- Improved team productivity and customer satisfaction through process documentation
Education
Post Graduate Diploma - Business Information Technology, Business Information Tools, Cyber Security, Cloud Administration, Windows and Linux Server Administration
Seneca Polytechnic College
Toronto, ON08-2023
Bachelor of Science - Computer Networks
University of Wolverhampton
WolverhamptonSkills
- Technical solutions development
- Teamwork and collaboration
- Problem-solving
- Fluent in English
- Excellent communication
- Time management
- Cloud management
- AWS troubleshooting
- Network security
- Endpoint security
- Virtual machine management
- Log analysis
- Patch management
- Technical documentation
- Security policy
- Process optimization
- Incident management
- Device management
- Application support
- Windows servers
- Service log management
- Backup and recovery
- Disaster recovery planning
- JIRA systems
Certification
- CompTIA Security+ ce Certification
- AWS Solutions Architect Associate
- Microsoft Certified: Azure Fundamental (AZ-900)
- Microsoft Certified: Azure Data Fundamental
- Red Hat Certified System Administrator
- Google Technical Support Fundamentals
Languages
English, Professional
References
References available upon request.
Timeline
Technical Support Engineer
ICICI BANK CANADA
08.2022 - 11.2024
System Administrator
Technium Services Australia
05.2020 - 04.2022
System Administrator
Dialog Axiata PLC
08.2018 - 04.2020
Post Graduate Diploma - Business Information Technology, Business Information Tools, Cyber Security, Cloud Administration, Windows and Linux Server Administration
Seneca Polytechnic College
Bachelor of Science - Computer Networks
University of Wolverhampton
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