Kasun Niroshana
IT Service Desk & Infrastructure Support Specialist
Toyohashi
Summary
Experienced IT professional specializing in IT Service Desk and Infrastructure Support. Managed teams supporting 500+ users across 800 Windows devices, achieving an 85% customer satisfaction rate. Currently seeking a challenging role in a thriving company.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
4
4
Certificates
3
3
Languages
Work History
Technical Lead
Tata Consultancy Services Japan
7 2023 - Current
- Guided team in delivering technical support for 500+ users, overseeing infrastructure across 800 Windows devices and corporate mobility.
- Managed documentation, reporting, and training for team members.
- Enforced security measures for prompt service delivery and cost savings.
- Supervised project progress and team performance.
- Revolutionized IT service desk efficiency with streamlined ticketing processes and updated knowledge base.
- Boosted customer satisfaction by promptly addressing service desk inquiries.
- Optimized resource allocation across multiple concurrent projects by closely tracking team capacity levels against project deadlines and milestones.
IT Service Desk & Infrastructure Support L1/L2 Eng
NTT Data Global Service
7 2021 - 7 2023
- Researched and devised technical solutions.
- Handled customer inquiries and provided support.
- Monitored system performance across 800 endpoints.
- Generated performance reports and analyzed trends.
- Deployed remote support tools for swift issue resolution.
- Tested new software and hardware pre-deployment.
- Applied software patches and installed new versions for security.
- Documented support interactions for future reference.
Security Depended Operation Center (SDoc) Engineer
NTT Communications Japan
04.2020 - 07.2021
- Implemented Endpoint Protection and monitored 800+ clients across local and global sites.
- Conducted Microsoft endpoint analysis to identify potential security incidents.
- Prepared daily reports and managed 20+ security alarms and triggers.
- Provided 24/7 inbound and outbound escalation support for prompt issue resolution.
- Developed planning criteria for integrating and enabling new technologies.
Education
Bachelor of Science - (Special) in Honors in Information Technology
Sri Lanka Institute of Information Technology
Sri Lanka 01.2011 - 01.2016
Skills
Technical Leadership
Certification
Japanese-Language Proficiency Test N2
Timeline
Security Depended Operation Center (SDoc) Engineer
NTT Communications Japan
04.2020 - 07.2021
Bachelor of Science - (Special) in Honors in Information Technology
Sri Lanka Institute of Information Technology
01.2011 - 01.2016
Technical Lead
Tata Consultancy Services Japan
7 2023 - Current
IT Service Desk & Infrastructure Support L1/L2 Eng
NTT Data Global Service
7 2021 - 7 2023
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