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@shalikasiyambalapiti
IT Service Desk Specialist delivering fast end-user support and consistent SLA-driven resolutions.
Sri LankaI am an IT Service Desk Specialist with 3+ years of hands-on experience providing technical support to end-users across desktop, networking, and virtualization environments.
At HCL Tech I handled high-priority escalations and achieved a 98% resolution rate within SLA guidelines, and I developed a knowledge base that reduced average ticket handling time by 25%.
Previously I resolved over 200 customer tickets monthly using Jira, improved customer satisfaction, created and maintained technical documentation and FAQs, and conducted 100+ end-user training sessions that reduced repetitive support queries by 75%.
I hold Microsoft Certified: Azure Fundamentals and ITIL Foundation training, am studying Linux, and I’m committed to clear communication, root-cause analysis, and continuous process improvement.
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Work history, roles, and key accomplishments
HCL Tech
Jan 2023 - Present (2 years 10 months)
Handled high-priority escalations, achieving a 98% resolution rate within SLA guidelines and developed a knowledge base that reduced average ticket handling time by 25%.
Pick Me
Jan 2022 - Jan 2023 (1 year)
Resolved over 200 customer tickets monthly using Jira, improving customer satisfaction by 15% within six months.
Uber
Jan 2018 - Jan 2021 (3 years)
Resolved over 200 customer tickets monthly using Jira, achieving a 95% customer satisfaction rate and conducted 100+ end-user training sessions that reduced repetitive support queries by 75%.
HSBC
Jan 2014 - Jan 2016 (2 years)
Calculated fund income and exposure accruals and priced securities at current market value while maintaining high accuracy and meeting strict deadlines.
Degrees, certifications, and relevant coursework
MIMicrosoft Certified: Azure Fundamentals, Cloud Computing
Earned Microsoft Certified: Azure Fundamentals certification.
NUBachelor of Science, Business and Management
BSc in Business and Management from Northumbria University.
ITIL Foundation, IT Service Management
Completed ITIL Foundation certification in IT service management.
CCCIMA Operational Level, Management Accounting
Completed CIMA Operational Level qualifications.
Software and tools used professionally
Sri LankaYou can contact Shalika and 90k+ other talented remote workers on Himalayas.
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