Ruwan de Alwis

As an IT Technical Specialist at Perituza Lanka, I managed L2 and L3 tickets, ensuring resolution within set SLAs. I automated L1 issues, monitored system alerts, and documented processes. My role involved effective escalation management and utilizing various tools for infrastructure management and troubleshooting.

Provided technical support for iGUIDE customers, managing incoming tickets and troubleshooting software issues. Assisted in maintaining the IT infrastructure of the Colombo office and documented new issues for R&D and QC teams.

Provided L3 support for Microsoft products and services, monitored and maintained IT infrastructures, and managed incident requests through ticketing systems. Ensured timely resolution of IT tickets while coordinating with vendors and automating technical issues.

Provided L2 & L3 support for IT infrastructures, managed incident requests, and maintained strong vendor relationships. Responsible for monitoring systems, responding to service requests, and ensuring compliance with SLAs. Created documentation and facilitated weekly NOC meetings.

Provided L2 & L3 support for IT infrastructures, monitored and maintained systems, and responded to service requests via tickets, emails, and calls. Ensured compliance with SLAs and coordinated with vendors for effective issue resolution.

Achieved multiple Microsoft certifications including MCP, MCTS, MCITP, and MCSA across various Windows platforms, demonstrating expertise in system administration and virtualization.

Completed a Certificate in Information Technology, focusing on foundational IT skills and knowledge.

Achieved a Diploma in Information Technology, covering advanced IT concepts and practical applications.

Earned a Certificate in Computer Hardware Technology, focusing on hardware components and troubleshooting.

Obtained a Kaspersky Certificate of Competence for KIS Suite, demonstrating proficiency in Kaspersky software.

Achieved a Sophos Certificate of Competence for SCE Suite, showcasing skills in Sophos security solutions.

Completed an Advanced Diploma in Network Administration, focusing on network design and management.

Received a Certificate of Achievement for LABTECH MSP SE Specialization, emphasizing managed services.

Achieved a Certificate of Achievement for LABTECH MSP NE Specialization, focusing on network engineering.

Earned a Certificate of Achievement for LABTECH MSP SM Specialization, highlighting service management skills.

Completed a Certificate in Python for Beginners, introducing programming concepts using Python.

Achieved a Certificate for Datto Technical Specialist L-1, demonstrating foundational technical skills in Datto solutions.

Obtained a Certificate for Datto Technical Specialist L-2, showcasing advanced technical expertise in Datto solutions.