Dhanika Bulathsinhala

I’m an IT Support Specialist with 3+ years delivering first-line (L1/L2) and end-user support across Windows and macOS. I bring strong expertise in Active Directory, Microsoft 365, networking fundamentals, and enterprise software troubleshooting, with a clear focus on incident triage and technical escalation.

In my current role at Dyninno, I resolve application, account, and system-related issues in a high-volume, SLA-driven environment—maintaining a 95%+ first-contact resolution rate. I manage 50+ cases daily, escalate complex incidents appropriately, and keep customer communication clear throughout resolution. I also author and maintain knowledge base articles and user documentation for 500+ monthly cases to ensure 100% SLA compliance and audit readiness.

Previously at Yaden International (Pvt) Ltd, I supported 100+ users across Windows and macOS, handling 95% of incidents within SLA. I administered Active Directory accounts and permissions, managed Joiner-Mover-Leaver onboarding/offboarding, and supported Microsoft 365 and Google Workspace, including access-related and mobile device (iOS/Android) issues. I maintained IT asset inventory (CMDB), performed imaging and software installation, and supported endpoint protection and routine infrastructure maintenance.

I also strengthened my foundation through an Assistant Systems Administrator internship at the University of Colombo Network Operations Center, where I supported network and system issues and helped implement an internal ticketing workflow using osTicket. I apply structured troubleshooting and root cause analysis, and I’m building deeper capability through labs in Active Directory, Microsoft Cloud & Endpoint Administration (Azure/Microsoft 365/Intune), and enterprise networking diagnostics with Wireshark and Nmap. I’m further supported by an M.Sc. in Cybersecurity Engineering (2021–2024) and certifications including CompTIA A+, RHCSA, and Google IT Support Professional Certificate.