Tharaka Francis

Experience

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  Advanced Micro Technology (Pvt) Ltd

  Aug 2010 - Jan 2011

  Customer Support Engineer

  ▸Service and Maintenance of Laptops and Server (Super Micro & HP servers).▸Trouble Shooting Desktops, Laptops, and Servers.▸Operating system and Application Software Installation.▸Network installation and Maintenance, Router Configuration.▸Internet Related Application Maintenance.▸Virus Guards Installation and Troubleshooting.▸Technical support for Customers.

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  United Motors Lanka PLC

  May 2013 - Jul 2015

  IT Engineer

  ▸ Provide IT support for over 500 users in 40 branches on the system, network, and email-related issues in a Windows/Linux server and Oracle backend environment.▸ Managing and troubleshooting company LAN and WAN.▸ Installing, maintaining, and troubleshooting desktops, laptops, printers, UPS, routers, and switches.▸ ERP System Support with Local and Remote Users▸ Maintain the Kaspersky antivirus server and update client computers.▸ Maintain and update the company website.▸ Troubleshooting Internet and email-related issues (Zimbra and Outlook).▸ Video conferencing management and administration, Cisco WebEx Meetings.▸ Coordinating with outside vendors and service providers for hardware, software, and network service level issues and maintenance. ▸ Testing and evaluating new technology. Show less

• 

  HelloCorp (Pvt.) Ltd.

  Jul 2015 - Oct 2015

  IT Engineer

  ▸ Administering the voice servers, client infrastructure, and its diverse global clientele.▸ Managing and Troubleshooting LAN, WAN, SIP, VoIP, Server and Client infrastructure of the Sri Lankan Airlines Global Contact Center, Mobitel Contact Center, Expo Freight Logistics, Amana Contact Center, and other Global Clients such as eBay customer support Center, etc.▸ Administrating Active Directory, File Server, and other Windows 2008R2 server environments.▸ Administrating and managing server virtualization platforms, VMware and Hyper-V.▸ Administrating Office 365 cloud infrastructure.▸ Provide IT technical support for clients with remote, on-call, and client visits.▸ Following ISO 27001 Standards for Information Security.▸ Network and server monitoring with PRTG.▸ Microsoft Azure AD and ADFS service management.▸ Managing Microsoft DPM Backups. Show less

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  PwC

  Oct 2015 - Jul 2020

  ▸ Administrating AD, FSRM, DNS, DHCP, RADIUS, SCCM, MBAM, and Other Windows 2008 R2, 2012 R2, and 2016 Server environments in PwC Sri Lanka and Maldives.▸ Administrating Microsoft SQL Server 2008R2, 2014, 2016, and 2017 database environments.▸ Administrating VMware virtualization platforms.▸ Administrating Palo Alto firewall.▸ Managing server environments with CyberArk privileged access management.▸Administering endpoint security (Cylance, Windows Defender, Digital Guardian, and Thycotic).▸ Remediation of Network and Security Vulnerabilities with Qualys Vulnerability Management.▸ Administrating McAfee EPO, DLP, and Endpoint Protection on all servers.▸ Managing IT services with ServiceNow (Incidents, Problems, Change, and Knowledge).▸ Administering web servers (IIS and Apache).▸ Administrating IBM Domino, Implementing Lotus Notes-based Business Applications, and Email.▸Administrating Google Suite Enterprise.▸ Overlook the maintenance and user support functions relating to local applications, software, hardware, and servers for users in Sri Lanka and the Maldives.▸ Test, review, and update all patches, including security patches, on all servers and client PCs.▸ Review and maintain ISO 27001-ISMS security compliance.▸ Ensure compliance with firms' IT security requirements, including Information Security Management System (ISMS), in all the above areas and monitor status regularly.▸ Maintaining server backups.▸ Mobile device management with VMware Workspace ONE and MobileIron.▸ IT Procurement. Show less ▸ Administrating AD, FSRM, DNS, DHCP, RADIUS, SCCM, MBAM, and Other Windows 2008 R2, 2012 R2, and 2016 Server environments in PwC Sri Lanka and Maldives.▸ Administrating Microsoft SQL Server 2008R2, 2014, 2016, and 2017 database environments.▸ Administrating VMware virtualization platforms.▸ Managing server environments with CyberArk privileged access management.▸ Administering endpoint security (Cylance, Windows Defender, Digital Guardian, and Thycotic).▸ Remediation of Network and Security Vulnerabilities with Qualys Vulnerability Management.▸ Administrating McAfee EPO, DLP, and Endpoint Protection on all servers.▸ Managing IT services with ServiceNow (Incidents, Problems, Change, and Knowledge).▸ Administering web servers (IIS and Apache).▸ Administrating IBM Domino, Implementing Lotus Notes-based Business Applications, and Email.▸ Administrating Google Suite Enterprise.▸ Overlook the maintenance and user support functions relating to local applications, software, hardware, and servers for users in Sri Lanka and the Maldives.▸ Test, review, and update all patches, including security patches, on all servers and client PCs.▸ Review and maintain ISO 27001-ISMS security compliance.▸ Ensure compliance with firms' IT Security requirements including Information Security Management System (ISMS) in all above areas and monitor status regularly.▸ Maintaining server backups.▸ Mobile device management with VMware Workspace ONE and MobileIron.▸ IT Procurement. Show less ▸ Administrating AD, FSRM, DNS, and DHCP Server Environments in PwC Sri Lanka and the Maldives.▸ Managing server environments with CyberArk privileged access management.▸ Administering endpoint security (Cylance, Windows Defender, Digital Guardian, and Thycotic).▸ Remediation of Network and Security Vulnerabilities with Qualys Vulnerability Management.▸ Administrating McAfee EPO, DLP, and Endpoint Protection on all servers.▸ Managing IT services with ServiceNow (Incidents, Problems, Change, and Knowledge).▸ Administering web servers (IIS and Apache).▸ Administrating IBM Domino, Implementing Lotus Notes-based Business Applications, and Email.▸ Overlook the maintenance and user support functions relating to local applications, software, hardware, and servers for users in Sri Lanka and the Maldives.▸ Test, review, and update all patches, including security patches, on all servers and client PCs.▸ Reviewing and maintaining ISO 27001-ISMS security compliance.▸ Ensure compliance with firms' IT security requirements, including Information Security Management System (ISMS) in all the above areas and monitor status regularly.▸ Maintaining server backups.▸ Mobile device management with VMware Workspace ONE and MobileIron.▸ IT Procurement. Show less

  • Senior Executive - GTS (Global Technology Solutions)

    Jul 2019 - Jul 2020

  • Executive - GTS (Global Technology Solutions)

    Jul 2017 - Jun 2019

  • Senior Associate - GTS (Global Technology Solutions)

    Oct 2015 - Jun 2017
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  Wiley

  Jul 2020 - now

  ▸ Global Technical Support (On-Call and Remote)Effectively delivered comprehensive technical support to a diverse workforce exceeding 7,000 employees. Headquarters located in Hoboken, New Jersey, USA, with operations spanning over 40 countries, including the UK, Canada, Brazil, Germany, Australia, Denmark, Dubai, Singapore, Japan, China, Korea, Taiwan, Malaysia, India, Sri Lanka, and beyond. ▸ OS and Application Troubleshooting Proficiently troubleshoot a wide range of operating systems (Windows, Linux, Mac) and application-related issues, such as Microsoft 365, Azure, SCCM, Intune, Windows Virtual Desktop (WVD), Virtual Desktop Infrastructure (VDI), F5 VPN, Forti Client, Five 9, AS400, SAP, Adobe apps, ServiceNow, Salesforce, Workday, and more.▸ Advanced Troubleshooting for Persistent Issues Acted as a reliable point of contact for advanced troubleshooting, proactively addressing long-standing OS and application issues, and delivering effective solutions to enhance system performance and user productivity.▸ Vulnerabilities Remediation and Security ScanningExecuted meticulous vulnerability remediation measures, ensuring the security and integrity of end-user systems. Conducted thorough security scans to proactively identify and mitigate potential risks, thus fortifying the organization's cyber defense capabilities.▸ Technical Support for Major IncidentsPlayed a pivotal role in providing expert technical support during major incidents, offering rapid response and resolution to critical situations. Maintained composure under pressure, effectively communicating with stakeholders, and collaborating with cross-functional teams to swiftly restore normal operations.▸ IT Project Implementation and SupportSuccessfully executed and supported various IT projects, leveraging technical expertise and collaborative teamwork to ensure seamless implementation, minimize risks, and achieve project objectives. Show less ▸ Global Technical Support (On-Call and Remote)Effectively delivered comprehensive technical support to a diverse workforce exceeding 7,000 employees. Headquarters located in Hoboken, New Jersey, USA, with operations spanning over 40 countries, including the UK, Canada, Brazil, Germany, Australia, Denmark, Dubai, Singapore, Japan, China, Korea, Taiwan, Malaysia, India, Sri Lanka, and beyond. ▸ OS and Application Troubleshooting Proficiently troubleshoot a wide range of operating systems (Windows, Linux, Mac) and application-related issues, such as Microsoft 365, Azure, SCCM, Intune, Windows Virtual Desktop (WVD), Virtual Desktop Infrastructure (VDI), F5 VPN, Forti Client, Five 9, AS400, SAP, Adobe apps, ServiceNow, Salesforce, Workday, and more.▸ Advanced Troubleshooting for Persistent Issues Acted as a reliable point of contact for advanced troubleshooting, proactively addressing long-standing OS and application issues, and delivering effective solutions to enhance system performance and user productivity.▸ Vulnerabilities Remediation and Security ScanningExecuted meticulous vulnerability remediation measures, ensuring the security and integrity of end-user systems. Conducted thorough security scans to proactively identify and mitigate potential risks, thus fortifying the organization's cyber defense capabilities.▸ Technical Support for Major IncidentsPlayed a pivotal role in providing expert technical support during major incidents, offering rapid response and resolution to critical situations. Maintained composure under pressure, effectively communicating with stakeholders, and collaborating with cross-functional teams to swiftly restore normal operations. Show less

  • Associate Technical Specialist

    Jul 2023 - now

  • Senior Engineer

    Jul 2020 - Jun 2023
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  Microsoft

  Nov 2020 - now

  Microsoft Certified Trainer (MCT)

  Windows Server | Azure | SCCM | Microsoft 365