Nishadi Piumika Perera

NISHADI PERERA liyanagenishadiperera@gm ail.com | - | Fujairah, UAE | www.linkedin.com /in/lnishadi Summary IT Support Specialist with over 8 years of experience delivering remote and onsite technical assistance in high volum e environments. Skilled in troubleshooting hardware, software, and network issues with a focus on first call resolution, reduced downtim e, and custom er satisfaction. Proficient in tools like Jira, BMC Rem edy, and rem ote desktop solutions. Proven ability to train users, m anage IT assets, and contribute to cross -functional IT projects. Actively pursuing Microsoft certifications to expand expert ise in cloud and security technologies . Experience IT Help Desk Executive | N-able Private Limited - Colombo, Sri Lanka | 06/2022 - 10/2024 • Delivered first-level IT support via hotline and em ail for a m ajor Sri Lankan governm ent project, m aintaining 90%+ custom er satisfaction. • Responded to help desk em ails and calls with an average response tim e under 10 m inutes, im proving SLA adherence. • Resolved hardware, software, and network issues, reducing average ticket resolution tim e by 25% and m inim izing user downtim e. • Authored and m aintained self-help documentation, leading to a 20% drop-in recurring support requests. • Supported system upgrades, m aintenance, and m igrations, contributing to increased reliability and zero critical disruptions. • Managed IT inventory and software licenses, ensuring real-tim e asset tracking and 100% com pliance. • Conducted user training sessions on basic IT troubleshooting and software use, increasing first -call resolution by 15%. IT Help Desk Executive | Dialog Axiata PLC under Sampath Information Technology Solutions Limited - Colombo, Sri Lanka | 04/2016 - 02/2022 • Delivered technical support via phone, em ail, and chat with an 85% first-call resolution rate, m inimizing user downtim e. • Handled 100+ daily inbound IT support calls in a high-pressure call center, consistently m eeting service level targets. • Diagnosed and resolved hardware, software, and network issues, reducing average resolution tim e by 20%. • Managed support tickets using Jira and BMC Rem edy, ensuring proper issue tracking and tim ely escalation. • Adm inistered Active Directory and perform ed software installations, im proving user onboarding and access security. • Maintained IT equipment and m anaged inventory, backups, and security protocols to ensure system stability. • Supported major IT projects including system migrations and software rollouts, enhancing infrastructure efficiency. Skills • • • Customer service & communication skills Technical support & troubleshooting (hardware, Remote troubleshooting & support (RDP, remote Sof tware installation, system maintenance & patching • desktop tools) • Center • sof tware, network) • Cloud platforms: Microsoft Azure, Of f ice 365 Admin IT Help Desk & Call Center support (phone, email, Networking f undamentals (TCP/IP, DNS, DHCP, VPN) chat) • IT asset & inventory management • Ticketing systems: Jira, BMC Remedy • IT security: Endpoint protection, MFA, basic security, • Active Directory & user access management • Operating systems: Windows • Of f ice 365 & Microsof t Teams support best practices • Documentation: Knowledge base creation, technical writing • Collaboration with cross-f unctional teams & project support Certificates • Microsof t Azure Administration (Expected 2025) • Microsof t 365 Endpoint Administrator (MD -102) (Expected 2025) • Microsof t Enterprise Administrator (MS-900 & MS-102) (Expected 2025) • Microsof t Azure Security Engineer (AZ-500) (Expected 2025) • Web Design f or Beginners – University of Moratuwa, Sri Lanka • Web Page & Multimedia Design – University of Moratuwa, Sri Lanka • Certif icate in Hardware & Networking – WinSYS Networks Pvt Ltd, Colombo Education Wrexham University | UK | 06/2023 BSc (Hons): Computer Networks & Security Classif ication 2.2 National Institute of Business Management | Colombo, Sri Lanka | 01/2015 Diploma in Computer System Design GPA: 3.48 Gateway Centre f or Inf ormation technology | Colombo, 8, Sri Lanka | 01/2012 Diploma: Computer Studies Languages Fluent in English (B2 – Upper-Interm ediate level according to CEFR standards). References Available upon request