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Purnima De Costa

@purnimadecosta

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I resolve Level 1 technical incidents across hardware, Windows, CRM, and telephony systems.

Sri Lanka

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What I'm looking for

I'm seeking a Senior Support Analyst or Level 1 Remote Desktop Support role where I can resolve hardware, Windows, CRM, and telephony incidents, reduce recurring issues through root-cause analysis, and deliver reliable customer support.

At Aventus Group, I provide Level 1 help desk and remote support for PC hardware, Windows OS, system performance, LoanPlus CRM, and the Webitel calling system. I diagnose recurring incidents, document fixes and root causes, and maintain accurate records to minimize downtime and improve first-time resolution.

My customer-facing work at LOLC Group, AIA Insurance, and NDB Bank strengthened my case tracking, escalation handling, documentation, and client communication skills.

I'm a BIT graduate from the University of Moratuwa and have built pharmacy management and automated electricity meter-reading systems using PHP, Python, C#, C++, and linear machine learning. I'm seeking a Senior Support Analyst or Level 1 Remote Desktop Support role.

Experience

Work history, roles, and key accomplishments

IT Specialist - Level 1 Help Desk Support

Aventus Group

Jan 2025 - Jan 2026 (1 year)

Provided Level 1 help desk and remote support, resolving daily agent inquiries related to PC hardware, Windows OS, and system performance to minimize downtime. Diagnosed and resolved recurring technical incidents, documenting fixes and root causes to reduce repeat tickets and improve first-time resolution.