Sampath Tennakoon

Experience

• 

  Softlogic Holdings PLC

  Feb 2005 - Jan 2006

  Help Desk Engineer

  Key Competencies:1. Technical Support: Respond to and resolve incoming support requests from end-users via various channels such as phone calls, emails, or tickets. Assist users with hardware, software, and network-related issues.2. Troubleshooting: Diagnose and troubleshoot technical problems, identifying the root cause and providing effective solutions in a timely manner.3. Ticket Management: Log and track support requests using a ticketing system, ensuring that issues are properly documented, categorized, and prioritized.4. Remote Support: Offer remote assistance to users, guiding them through technical procedures or using remote access tools to resolve issues on their devices.5. Hardware and Software Setup: Assist in the installation, configuration, and deployment of computer hardware and software.6. User Account Management: Set up and manage user accounts, passwords, and access permissions on various systems.7. Network Connectivity: Troubleshoot network connectivity issues, including internet access, LAN/WAN problems, and VPN connections.8. Software Updates and Patches: Apply software updates, security patches, and fixes to keep systems up-to-date and secure.9. Documentation: Maintain accurate records of support requests, resolutions, and troubleshooting steps for future reference.10. IT Training: Provide basic training to end-users to help them understand and use various IT tools and applications effectively.11. Proactive Monitoring: Monitor IT systems and networks to identify potential issues and take preventive measures.12. IT Policies and Procedures: Enforce company IT policies and procedures to ensure data security and compliance. Show less

• 

  FAO

  Feb 2006 - Sept 2013

  Information Technology Specialist

  Key Competencies:1. Hardware and Software Support:• Hardware/software installation.• Troubleshooting hardware (Servers, PCs, Laptops) - Dell and Hewlett Packard.• Software installation, configuration, and troubleshooting.• Providing technical network support for integral rollouts for approximately 200 users.• Troubleshooting printer problems.2. Server Management and Network Environment:• Server maintenance.• Analysis, troubleshooting, and upgrading in the Windows environment.• Ethernet running TCP/IP (non-DHCP) in a single domain model.3. Troubleshooting and Root Cause Analysis:• Trouble resolution.• Root cause analysis for IT-related issues.• Diagnostic network security.4. Disaster Recovery and Backup/Restore:• Disaster recovery initiatives.• Backup and restore initiatives.5. Branch Support and Travel:• Travel to branches island-wide to solve IT-related issues.• Coordinating and supporting various desktop rollouts.6. Technical Training and Support:• Providing technical training to remote users.• Offering in-depth software installation, configuration, and troubleshooting solutions at headquarters and other branches.. Show less

• 

  SLIIT

  Oct 2012 - now

  1. Key Responsibilities:• Mange supplier relationships, including contract negotiations, performance tracking, and issue resolution and regularly engage with suppliers to discuss service performances.• Collaborate with procurement and legal teams to ensure supplier agreements align with organization service assurance and technical requirements.2. Service Assurance and Technical Collaboration:• Monitor and manage the performance, availability, and quality of IT Services according to established standards and service level agreements (SLAs) and collaborate with cross functional teams to resolve service issues.• Ensure service delivery meets expectations and services across organization’s systems and supplier.• Maintain service performance reports and dashboards for management review.• Participate in technical discussions, prepare technical documents and specification, and prepare technical evaluation reports.• Conduct regular audit of IT services and technical systems to identify gaps, and areas for improvement. Show less Key Competencies:1. Planning and Assessment:• Identifying the needs of the company and assessing whether they are being met by the current system.• Planning security measures.• Evaluating IT-related supply quotations.2. System Installation and Support:• Installing the appropriate systems.• Providing support for the systems throughout the working day.• Monitoring the network efficiency.• Ensuring that all separate elements of the system are working together properly.• Monitoring the storage capabilities of the system.3. Security Measures:• Implementing security measures.• Monitoring security measures and ensuring the system is not coming under attack.• Educating company employees about computer security.4. Data Management:• Performing regular backups and restoring information if necessary.• Setting up user accounts and retrieving information, including passwords and account user names.5. External Communications:• Liaison with the website hosting provider if necessary.6. Project Management and Training:• Managing and planning projects related to the systems.• Training other IT staff.• Providing easy-to-understand advice for company employees. Show less

  • Assistant Manager - Delivery Assurance & Asset Management

    Apr 2022 - now

  • Assistant Manager - Grade I

    Nov 2020 - Mar 2022

  • Systems Administrator - Computer Systems

    Mar 2017 - Oct 2020

  • Systems Executive - Special Grade

    Oct 2012 - Feb 2017
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  Information Technology Services Direct (Private) Limited

  Oct 2022 - now

  Founder

  Corporate Legal Services & IT Consulting