Lahiru Kumarasiri

Experience

• 

  Datamaster Computer Systems (Pvt) Ltd

  Jan 2006 - Jan 2009

  Trainee Systems Engineer (Part-time)

  • Providing assistance to clients in selecting the best workable computer systems to suit their business requirements and budget.• Designing the most suitable setup for the client site to well facilitate safe mounting of devices and wiring. • Setting up the required computer system at the client’s site. This involved hardware assembly, LAN setup and user training.• Troubleshooting of hardware and software components on site and over the phone.• Handling upgrade requests of the clients and carrying out the necessary system upgrades.• Notifying and providing the necessary software updates to the interested clients. Show less

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  Eureka Technology Partners

  Nov 2009 - Aug 2010

  • Leading a team of five agents through the shift to achieve daily targets• Processing daily shift reports• Coordinating with the marketing department to fine tune the online marketing campaign• Creating the monthly roster for the team• Training and development of new agents• Coordinating with finance department when calculating the incentive scheme• Assisting quality assurance department to process an Agent Manual• Investigate refund requests and assisting the finance department along the process80% Technical Support, 20% Team Management Show less • Promoting and selling the available service plans to consumer and small business clients• Diagnosis of technical issues of the end users remotely and provides them with timely solutions ensuring highest level of customer satisfaction.• Carrying out performance upgrades of the client computers in addition to solving other software related issues• Timely escalations of support requests to internal/external support personnel in case of lack of competencies or outside the service scope.• Taking ownership, monitoring and tracking of open cases, responding to customer support requests in a timely manner according to the defined SLA’s. • Communicate the progress of the resolution to end users and supervisors in a timely manner and make sure the customer is kept in the loop throughout the support life cycle.• Recording and updating all service desk interactions on the incident tracking system Show less

  • Shift Leader

    Jun 2010 - Aug 2010

  • Technical Support Executive

    Nov 2009 - Jun 2010
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  Inbay ltd

  Aug 2010 - Sept 2014

  • Managing a team of 26 Level 1, and Level 2 support engineers in shift basis• Managing and directing the activities of the department and coaching • Coordinating the daily workload and distributing the tickets and managing the escalation for the Level 3 engineers or to the vendors• Carrying out supervision, monitoring, coaching, training, disciplining, and reviewing all engineers• Managing the internal service coordination in order to enforce the Mean Time To Resolve (MTTR) SLA• Assisting the management by preparing all the reports related to the department• Diagnosis of technical issues of the end users remotely and provides them with timely solutions ensuring highest level of customer satisfaction as required70% Technical Support, 30% Team Management Show less • Directly managing a team of 22 Level 1 support engineers and telemarketers• Managing and directing the daily activities of the team• Supervising, planning, and managing functions concerned to the team• Carrying out supervision, monitoring, coaching, training, disciplining, and reviewing all engineers• Acting as an information source and assigning tasks, following up and giving instructions as needed• Attending, following up and resolving customer complaints and questions• Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job• Preparing and directing schedules, monitoring attendance of agents, scheduling breaks and shifts as necessary• Communicating solutions, successes, and opportunities to the management• Practicing and ensuring compliance with that of all the organization’s policies and procedures• Carrying out performance measurement, monitoring, and evaluation of all agents to improve the efficiency• Improving the team and facilitating the communication among the members of the team• Assisting the HR department by conducting interviews, exams for the candidates• Monitoring, organizing, and coaching the team on a day-to-day basis10% Technical Support, 90% Team Management Show less • Promoting and selling the available service plans to consumer and small business clients• Diagnosis of technical issues of the end users remotely and provides them with timely solutions ensuring highest level of customer satisfaction.• Carrying out performance upgrades of the client computers in addition to solving other software related issues• Timely escalations of support requests to internal/external support personnel in case of lack of competencies or outside the service scope.• Taking ownership, monitoring and tracking of open cases, responding to customer support requests in a timely manner according to the defined SLA’s. • Communicate the progress of the resolution to end users and supervisors in a timely manner and make sure the customer is kept in the loop throughout the support life cycle.• Recording and updating all service desk interactions on the incident tracking system• Updating and maintaining the assigned reports and sending reports to the relevant parties, on time.• Providing with training for the junior engineers Show less

  • Team Leader - Business Service Desk

    Jun 2013 - Sept 2014

  • Team Leader - Consumer Support Services

    Jun 2011 - May 2013

  • Technical Support Engineer

    Aug 2010 - Jun 2011
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  Qatar Computer Services

  Nov 2014 - May 2016

  Customer Support Engineer

  • Conducting PoC and client requirement gathering.• Manage and delivery of product demonstrations.• Respond to functional and technical elements of RFIs/RFPs.• Convey customer requirements/issues to Product Support teams.• Implementing ManageEngine applications such as,ServiceDesk Plus - ITIL ready ticketing solutionOpManager - Network monitoring Password Manager Pro - Secure password management and vault Firewall Analyzer - Firewall log analysisEventLog Analyzer - Eventlog and Syslog managementDesktop Central - Desktop management solutionMobile Device Manager Plus - A comprehensive MDM solution• Conducting user training, preparing project documents, user guides. Show less

• 

  Advania Sri Lanka

  Jun 2016 - Sept 2024

  • Manage and oversee day-to-day operational activities & 22 Level 2 engineers.• Establishment of a Service Desk & Quality Assurance framework.• Responsible for planning and delivering server maintenance activities, 24x7 monitoring of infrastructure, and adherence to SLA.• Leading the strategic engagements, planning and implementing technologies and processors to optimize deliveries.• Perform periodic performance reporting, capacity planning & budget management.• Develop and establish Standard Operation Procedures (SOP) and Training plans.• Evaluation of RPA tools and onboarding of Microsoft Power Automate and adoption of Microsoft Power Platform.• Development of 16 Level 1 Engineers into Level 3 between 2017-2021 & maintaining an all-time low employee turnover since the year 2016.• Introducing L2 support for Linux, SharePoint, Networking, InfoSec, System Center.• Special Achievements, • Automation of Windows Patching, Post Maintenance QA & Manual Tasks. • Consolidation of multiple monitoring platforms into one. Show less • Operational Level Management of Level 2 Support Engineers and 24x7 Network Operations Center (NOC). • Automation of Reports, Windows Patching, and Manual Checks.• Finetuning and Monitoring Platforms including SCOM, PRTG, Nagios. • Service Level Management & ITIL Service Management. • Created an Engineer Handbook & established Operational Procedures.• Increased the efficiency and effectiveness of the entire support team.• Act as the escalation point for complex technical problems.• Evaluated BI tools and trained resources. Acquired Microsoft Power BI & created many dashboards, including Compliance Reporting, Billing, Monitoring.• Owner of the following ITIL Roles; Incident Manager, Access Manager, Event Manager, Facility Manager.• Ensure adherence to compliance controls, including ISO 27001, GDPR, and ISAE 3402. Show less

  • Operations Center Manager

    Jun 2017 - Sept 2024

  • Technical Services Coordinator

    Jun 2016 - Jun 2017
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  Onel Consulting

  Sept 2024 - now

  Senior Consulting Engineer