Support Desktop

LOCHANA PAHALAWATTE

**********@*****.*** 905-***-****

Toronto, ON, M1S 2Z1

https://www.linkedin.com/in/lochana913/

PROFESSIONAL SUMMARY

Tier 1/ Tier 2 Help Lines Technical Support User Training Software/PC Troubleshooting

Bachelor’s in Computer Science professional with over five years of help desk and IT experience providing software, hardware, client/server, and networking technical support.

Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

SKILLS

FIS IST/Switch - FinTech

Manhattan WMS

SQL (Oracle, DB2, MySQL)

ATMs

Linux and Unix

Backup, TCP/IP

Cognos

Network Infrastructure Monitoring

Support Ticket System Management

Logging support tickets

Application support

IT Service Management (ITSM) Oversight

Mobile Device Deployment

Application installations

SWIFT Alliance Access (SAA)

IBM Cognos (SCI)

BMC Remedy

TCP/IP

Technical Support Triage

Remote System Analysis

Client Communication

Desktop support

Proficient in Mac and PC systems

Help Desk Operations

Troubleshooting and Diagnostics

Offshore Team Collaboration

WORK HISTORY

Help Desk Analyst LCBO 01/2020 – CURRENT

Assist in testing and implementing of new hardware and software releases.

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

DUPE - Engaged end-users and answered questions via email, phone, website live chat and in forums.

Configured hardware, devices and software to set up workstations for employees.

IT Solution Developer LCBO 08/2019 – 11/2019

Supporting the Receiving and Shipping procedures using Manhattan Warehouse Management System (WMS); cleared the Input Rejects area which contained approx. 1000 Received SKUs

Analyzing and resolving discrepancies between new WMS and legacy system through SQL (Oracle)

Support other queries brought by shipping and receiving teams related to the WMS.

Interfaced with cross-functional team of business analysts, developers and technical support professionals to determine comprehensive list of requirement specifications for new applications.

Tested troubleshooting methods, devised innovative solutions, and documented resolutions for inclusion in knowledge base for support team use.

Payment System Applications Monitoring Engineer 02/2018 – 05/2019

LankaClear Pvt. Ltd.

Monitor software applications, systems and hardware in the computer processing environment (FIS IST/Switch).

Perform necessary tasks to ensure continuous processing according to published business documentation; including but not limited to report extraction from DB2 using SQL queries, troubleshooting using application and system logs.

Coordinate the testing of applications, systems, processes and procedures, hardware and/or software changes.

Configuration, maintenance and troubleshooting of the main financial applications in a Unix environment; including DR activities, support for internal and external audits, PCI DSS related activities.

Documented all changes and actions in computer-based tracking system.

Network Administrator- SWIFT Operations 01/2017 – 02/2018

Lanka Financial Services Bureau Pvt. Ltd.

Communicating with all member banks and institutions regarding any issues related to SWIFT.

Monitoring the main infrastructure “SWIFT Alliance Access” (SAA).

Providing support for all the local SAA users on-call and on-site.

Performing operations on HSM devices, including backup and partition creation.

Perform routine network start-up and shutdown procedures; and maintain control records for audit purposes.

Managed data backups and disaster recovery operations for a few financial institutions.

IT Support Executive Standard Chartered Bank 05/2015 – 01/2017

Assisting the Head of support services, the Country management team and CEO with IT issues.

Mobile Device Management (MDM) – for corporate iphone's.

Troubleshooting desktop issues and managing 800+ users • Configuration and testing new hardware and software introduced to the bank.

Daily incident and request management through BMC Remedy Tool.

System support, monitoring and troubleshooting (banking applications).

Tracked inbound support tickets to provide clear resolutions to customers.

Provided remote software services to correct reported issue.

Maintained composure when faced with difficult customer situations.

Translated technical terminology for clients to communicate through ticket system.

Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.

Managed CRM database, including troubleshooting, maintenance, updates and report generation.

Interfaced with high-level client personnel, collecting performance feedback and integrating positive and negative evaluations into future IT policies.

Supported phone, photocopier, fax machine and other physical equipment.

Demonstrated familiarity with latest hardware, software and networking technology, as well as industry trends.

Coordinated ongoing technical training and presentations for staff members.

EDUCATION

University College Dublin – 08/2011 – 12/2015

Bachelor of Science: Computer Science (Second Class Honours, Grade 2)

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