ISHARA HEWA BADDEGE
Surrey,Canada
Summary
Experienced with diagnosing and resolving diverse IT issues, ensuring minimal downtime. Utilizes advanced troubleshooting techniques to maintain system performance and user satisfaction. Track record of effective communication and collaboration within teams to achieve seamless IT support operations.
Overview
17
17
years of professional experience
Work History
SR. IT SUPPORT ANALYST
CORE-MARK INTERNATIONAL INC.
01.2020 - Current
- Research and resolve incident tickets in Jira Service Management
- Collaborate with other teams to resolve complex technical issues
- Supervise other technical support workers in the group
- Document and maintain technical articles for common issues and solutions
IT SUPPORT ANALYST
CORE-MARK INTERNATIONAL INC.
01.2012 - 01.2020
- Closed 95% of trouble tickets on the first call without escalation
- Maintain and support systems, workstations, printers and VPN issues
- Consistently logged and monitored ticket status to ensure fast, quality resolution of every issue
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
IT HELPDESK SPECIALIST
ACCENTURE BUSINESS SERVICES
01.2011 - 01.2012
- Provided help desk support for desktop, laptops, and thin clients to end users
- Troubleshoot hardware, software, and other application issues in a timely manner
- Assisted other help desk specialists for problem resolution
- Resolved priority issues for high critical users
WEBSITE TECHNICIAN
TOP PRODUCER SYSTEMS
01.2008 - 01.2011
- Provided technical support to customers in call center
- Promoted and sold products/services to new and existing customers
- Diagnosed and troubleshoot software and hardware issues
- Assisted new customers to setup websites and launch them live on time
Education
DIPLOMA OF TECHNICAL STUDIES - COMPUTER INFORMATION SYSTEMS AND INTERNET SYSTEMS TECHNICIAN
BRITISH COLUMBIA INSTITUTE OF TECHNOLOGY
01.2007
Skills
- Customer Service
- Professional
- Attention to detail
- Analytical thinking
- Well-organized
- Remote Support
- Training and mentoring
- Incident Management
Languages
English
Full Professional
Timeline
SR. IT SUPPORT ANALYST
CORE-MARK INTERNATIONAL INC.
01.2020 - Current
IT SUPPORT ANALYST
CORE-MARK INTERNATIONAL INC.
01.2012 - 01.2020
IT HELPDESK SPECIALIST
ACCENTURE BUSINESS SERVICES
01.2011 - 01.2012
WEBSITE TECHNICIAN
TOP PRODUCER SYSTEMS
01.2008 - 01.2011
DIPLOMA OF TECHNICAL STUDIES - COMPUTER INFORMATION SYSTEMS AND INTERNET SYSTEMS TECHNICIAN
BRITISH COLUMBIA INSTITUTE OF TECHNOLOGY
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