KALIRASA NILAKSHAN

• Strengthened enterprise IT security posture by implementing cybersecurity measures and enforcing
corporate compliance policies, reducing system vulnerability exposure across the organisations full
infrastructure.
• Cut unplanned system downtime by approximately 25% through proactive server monitoring, scheduled
• backups, and structured troubleshooting protocols across a multi-system environment.
• Streamlined user account management and technical support delivery for a growing employee base,
resolving internal IT issues with a consistent same-day turnaround across operational functions.
• Improved overall system performance by coordinating vendor-led upgrades and supporting digital
initiatives, contributing to measurable gains in operational efficiency within the first year of the role.

• Sustained customer satisfaction scores above 90% by resolving inbound and outbound inquiries with
accuracy, consistently achieving first-contact resolution across a high-volume call environment.
• Reduced repeat escalations by approximately 20% through identifying recurring troubleshooting patterns
and delivering precise resolutions during live interactions.
• Maintained 100% documentation compliance across all call records throughout a one-year tenure,
supporting audit readiness with zero procedural gaps.
• Supported a 15% improvement in team performance targets by coordinating with colleagues to close
service gaps and strengthen overall response quality.

• Optimised network protocol performance across TCP/ IP, DHCP, and DNS environments, improving
overall infrastructure reliability by approximately 20% throughout the training period.
• Executed VLAN segmentation across the campus network, reducing broadcast traffic and strengthening
internal security controls across multiple network zones.
• Supported three network upgrade and expansion projects by collaborating directly with the IT team on
planning, configuration, and deployment, completing each initiative within agreed timelines.
• Built a structured documentation library covering network configurations and troubleshooting
procedures, reducing resolution time for recurring issues by giving the team a reliable operational
reference.