Dulan De Silva

Experience

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  Jetwing Travels

  Oct 2005 - Oct 2006

  Information Technology Executive
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  Seylan Bank PLC

  Oct 2006 - Oct 2011

  Responsible for formulating business requirements and deploying functional solutions, including creating, adopting, and implementing systems that guarantee acceptable quality and integrity of the final product.• Project Manager for the Cheque Imaging and Truncation system, introducing innovative technology to the banking system.• Team Leader for digitization project of 105 branches using Midas Banking system, delivering project objectives within set timeline.• Analyzed business requirements for various applications within the bank as a Business Analyst.• Successfully implemented systems for VISA and Mastercard, as well as online and mobile banking.• Researched and tested new banking application system functionalities to inform future developments.• Oversaw the implementation of the bank-wide area network communication configuration system.• Skilled in antivirus and client security, enterprise solution design, monitoring, implementation, configuration, and troubleshooting.• Experienced in implementing bank-wide area network communication configuration systems. Show less

  • Senior Application Specialist

    Nov 2009 - Oct 2011

  • Application Specialist

    Oct 2006 - Nov 2009
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  Aitken Spence Cargo (Pvt) Ltd.

  Nov 2011 - May 2024

  Developing and implementing group-wide transformation strategy for TNT Sri Lanka & Maldives, Qatar Airways Cargo, DB Schenker Logistics, Spence Maldives, and HP & DELL warehouses focused on top-line growth, bottom-line growth and employee empowerment.Key Achivements• Delivered Digital Strategies Resulting in 20% Revenue Growth• Integrated Technologies Driving 30% Improvement in Efficiency• Led Change Management Initiatives, Elevating Digital Literacy by 30%• Optimized Costs, Saving 25% Annually Through Digitalization• Enabled Data-driven Decision Making, Leading to 30% Reduction in Costs Key Responsibilities• Created a high-performance team from the ground up to planning and implementation of e-commerce and IT Strategy, including 03 and 05-year roadmaps. Mapped all IT enhancements and upgrades aligning with the business plan of the company, creating high visibility in future e-commerce & IT investments.• Transformation of companies of the group to industry leaders by implementation of world-wide systems such as TNT Comnex system, Qatar Airways Chromix system, HP Warehousing system, GETOnline system with given resources, meeting deadlines with enhanced productivity of more than 75%• Engineered turnaround of IT sector performance and service levels, and transformed IT sector into a strategic business partner by implementing a high-performance IT Strategy, ensuring more than 80% return on investment (ROI) on all IT investments.• Incorporate agile ways of working to accelerate transformations. Promoting experimentation and learning, and embedding it in execution and company culture.• Implementation of RPA through Engineering and Delivery practices within the organization to accelerate product & service innovation support by 90% through customer journey mapping and analysis.• Incorporate agile ways of working to accelerate transformations. • Implemented Robotic Process Automation, Chatbots, Mobile, and social media, to optimize process efficiency Show less Key Responsibilities• Proficiently provide support for diverse platforms including Windows, Apple, Linux, and virtual desktop environments, ensuring seamless operation and user satisfaction.• Act as a senior representative for End User Computing, serving as an escalation point and providing leadership in resolving technical challenges for internal and external stakeholders.• Utilize advanced problem-solving techniques to identify trends and proactively address issues, reducing volume and impact while advising colleagues on effective troubleshooting methods.• Work together with all stakeholders to address issues within essential software systems.• Collaborate with all stakeholders to understand their technology requirements, managing solution delivery and expectations to ensure alignment with organizational objectives.• Deliver expert-level technical support to maintain a high standard of customer service, meeting all service level agreements (SLAs) and timeframes while resolving complex issues efficiently.• Demonstrate extensive experience in managing end-user devices within large enterprise environments, overseeing hardware and software configurations, updates, and maintenance to optimize performance and security.• Successfully manage Microsoft Endpoint Configuration Manager (MECM) application and device packaging services, ensuring smooth deployment and maintenance of software across the organization.• Maintain comprehensive documentation of support activities, including troubleshooting steps, resolutions, and best practices, to facilitate knowledge sharing and ensure consistency in support delivery.• Drive continuous improvement initiatives to enhance support processes, streamline operations, and improve the overall efficiency of the desktop support function.• Provide training, guidance, and support to end users on desktop technologies• Managing the IT helpdesk and resolving problems with desktops, servers, networks, and other computer systems. Show less

  • Information Technology Manager

    Jan 2019 - May 2024

  • Information Technology Assistant Manager

    Nov 2011 - Dec 2018
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  Diverseco

  Jun 2024 - now

  Providing strategic leadership and oversight in managing the company’s global IT infrastructure, services, and cybersecurity framework to deliver secure, efficient, and scalable IT solutions that align with business objectives. Key Responsibilities• Lead the strategic and operational planning of secure and efficient IT infrastructure and services for the national business.• Enhance and maintain the company’s cybersecurity framework to prevent threats and safeguard assets, information, and services.• Ensure compliance with industry security standards and IT-related legislation within the risk and compliance framework.• Manage the internal help desk and customer service ticketing systems for effective issue resolution.• Provide leadership and support to the ICT team, including recruitment, performance management, professional development, and coaching.• Partnering with stakeholders to assess business needs, enhance processes, and implement innovative technology strategies that drive operational efficiency and protect company assets. Show less

  • Information Technology Manager

    Jan 2025 - now

  • ICT Operations & Service Specialist

    Jun 2024 - Dec 2024