Shalika Siyambalapitige
@shalikasiyambalapiti
IT Service Desk Specialist delivering fast end-user support and consistent SLA-driven resolutions.
Sri LankaWhat I'm looking for
I 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 Iām committed to clear communication, root-cause analysis, and continuous process improvement.
Experience
Work history, roles, and key accomplishments
Analyst (Technical Support, L1)
HCL Tech
Jan 2023 - Present (2 years 8 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%.
IT Service Desk Specialist
Pick Me
Jan 2022 - Jan 2023 (1 year)
Resolved over 200 customer tickets monthly using Jira, improving customer satisfaction by 15% within six months.
Technical Support Specialist
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%.
Fund Administrator
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.
Education
Degrees, certifications, and relevant coursework
MIMicrosoft
Microsoft Certified: Azure Fundamentals, Cloud Computing
Earned Microsoft Certified: Azure Fundamentals certification.
NUNorthumbria University
Bachelor of Science, Business and Management
BSc in Business and Management from Northumbria University.
ITIL Foundation
ITIL Foundation, IT Service Management
Completed ITIL Foundation certification in IT service management.
CCChartered Institute of Management Accountants (CIMA)
CIMA Operational Level, Management Accounting
Completed CIMA Operational Level qualifications.
Tech stack
Software and tools used professionally
Availability
Location
Sri LankaAuthorized to work in
Job categories
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