Sai Lanka

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Provided leadership in the planning, scheduling, and execution of IT projects, ensuring they met client specifications and business requirements.
• Conducted risk assessments, created mitigation strategies, and ensured project deliverables were met on schedule and within scope.
• Implemented Agile and Scrum methodologies for software development projects, significantly improving the team's efficiency and responsiveness to change.
• Coordinated closely with business units and IT departments to ensure project alignment with overall organizational strategy.
• Directed internal IT support teams and external vendors, ensuring smooth collaboration and troubleshooting of any issues that arose during the project lifecycle.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.

• Analysing, troubleshooting, diagnosing and resolving technical and systems problems in accordance with the ITIL framework.
• Incident and problem management, performance monitoring, capacity planning, availability and upgrade management.
• Write and maintain technical documentation in accordance with the information management standards and provide training for new users.

Business Intelligence:

• Upkeep of current data warehousing architecture through the use of SSIS packages scheduled SQL Agent.
• Updating existing metrics and reporting that help drive business decisions.
• Understanding of BI reporting tools such as SSRS and SharePoint site.

Project Management:

• Coordinating internal resources and third parties/vendors for the flawless execution of projects.
• Developing project objectives, involving all relevant stakeholders and ensuring technical feasibility.
• Revising project tasks and goals using the Kanban approach through a Trello board Supplier Relationship Management.
• Liaising with vendor suppliers on application features and upgrade implementations.
• Developing and executing test scripts for UAT approval from the business.
• Raising purchase orders through the CEDAR application.
• Working in a small tight-knit team of between 5-10 people and in
  charge of IT delivery on software relating to housing database of around 10,000+ parties.
• Engaged in a number of ongoing project initiatives listed below: Integrated Housing Management Systems Support.
• Analysing, troubleshooting, diagnosing and resolving technical and systems problems in accordance with the ITIL framework.
• Incident and problem management, performance monitoring, capacity planning, availability and upgrade management.
• Write and maintain technical documentation in accordance with the information management standards and provide training for new users Business Intelligence.
• Upkeep of current data warehousing architecture through the use of SSIS packages scheduled SQL Agent.
• Updating existing metrics and reporting that help drive business decisions

• Diagnosis of desktop, application, networking & infrastructure Issues.
• Troubleshooting PC’s and laptops.
• Providing 1st/2nd line support to users.
• Installation and support of telecommunication equipment.
• Maintaining a log of all problems detected and system backups.
• Resetting smart card pass-codes, configuring smart cards.
• Troubleshooting System one/Rio issues.
• Data entry to RIO database.
• Experience of working with applications like TPP.
• Windows XP/Vista/Windows 7/Office 2003, 2007 and 2010.
• Windows Server, Small Business Server 2003/2008/2012.
• Active Directory management Exchange 2003/2007.
• Anti-Virus products, Hyper-V, DNS/DHCP, TCP/IP.
• Ethernet, wireless router and Firewall Configurations.
• Supporting/managing mobile devices (Android, IOS and Windows Mobile

• Responsible for the installation and maintenance of IT equipment including (but not restricted to) printers, scanners and workstations.
• Supporting customers over phone and also by using remote access technologies.
• Providing 1st line technical support, answering support queries via phone & email.
• Remote administration and management of customer premises equipment.
• Act as first/single point of contact for all ICT and Telephony queries, via all contact medium.
• Log all Incidents and Requests that are received fully and accurately and then either resolve on the Service Desk or pass to the appropriate resolver group in line with agreed procedures, referring to the Service Desk Manager or Senior Service Desk Analyst as necessary for advice/guidance.
• Respond appropriately to user problems or incidents, using extensive process and technical skills and experience to provide suitable
  solutions within agreed targets resulting in a satisfied customer