Thisal Randima

Experience

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  SLIIT

  Apr 2018 - Apr 2019

  Vice President - Faculty of Computing Student Community
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  Kyrance Technologies

  Oct 2019 - May 2020

  Trainee Web Designer
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  HEMAS HOLDINGS PLC

  Sept 2020 - Sept 2020

  System Support Technician
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  HCLTech Sri Lanka

  Oct 2020 - Jan 2023

  Analyst - Global Access Management

  Responsible for global access management, handling joiner,re-joiner, mover, and leaver process for all users around the globe in the client environment (IKEA Holdings Company), located in over 20 countries.Production of statistics and reports to demonstrate the performance of the Management process.Individually resolving tickets and ensuring that the team's agreed-upon SLA of ticket volume and time is satisfied.Adhered to and worked according to the ITIL standards.Coordinating across multiple teams and countries concerning client escalations.Performing senior-level functions within the infrastructure team as sharing knowledge base updates, educating freshers, and mentoring analysts Show less

• 

  Loop1

  Jan 2023 - now

  Own responsibility for client cases and ensure they are resolved promptly and efficiently.Provided technical support to end-users, resolving issues promptly and effectively.Build Docker images, publish, and perform testing as needed for application deployment.Monitor the performance and functionality of application systems.Deploy, troubleshoot, and monitor Web Help Desk environments hosted in AWS, identifying potential issues.Offer assistance for internal IT problems, including hardware and software issues, user access, and account management.Collaborate with other cross-functional teams to identify and address problems. If necessary, escalate client cases and incidents to vendors and work with them to resolve issues promptly.Adhering to Change Management, Problem Management policies, and familiarity with ITIL or other formalized IT operations foundations.Maintain comprehensive documentation of configurations, procedures, and incident resolutions, making sure they are current and easily accessible for reference.Publish knowledge-base articles that address known issues, workarounds, and common service requests to enable self-help for clients and internal teams. Show less Solution Implementation: Deploying and configuring SolarWinds ITOM solutions on the client environment and implementing the software effectively.Monitoring and Alerting: Proficient in configuring monitoring policies, thresholds, and alerts using SolarWinds ITOM solutions, enabling proactive identification and resolution of potential issues.Platform Optimization: Experienced in analyzing performance metrics and trends, identifying bottlenecks, and implementing strategies to optimize system performance and resource utilization.Incident and Problem Management: Proven ability to investigate and resolve incidents and problems promptly, collaborating with cross-functional teams to ensure minimal disruption to business operations.Reporting and Analytics: Strong analytical skills, utilizing SolarWinds ITOM tools to generate reports, dashboards, and meaningful insights to drive informed decision-making and process improvements.Upgrades and Maintenance: As new versions or patches are released by SolarWinds, We plan and execute upgrades or maintenance activities to ensure that the ITOM solutions remain up-to-date and secure.Customer Support and Training: Excellent interpersonal and communication skills, providing top-notch technical support to clients, addressing inquiries, and delivering training to optimize their usage of SolarWinds ITOM solutions. Show less

  • Application Support Engineer

    May 2024 - now

  • ITOM Managed Service Engineer

    Jan 2023 - May 2024