ماهيش ساماراناياك

Key Responsibilities and Technical Proficiencies:

• Cybersecurity Collaboration: Partnered with the Information Security team, SOC/NOC operation teams to respond to cybersecurity incidents, Nessus vulnerability management, Microsoft DLP, Zscaler (SWG), Splunk, assist in various IT security projects, audits etc.

• Server Infrastructure Management: Administer, maintain DELL/HP physical and Hyper-V virtual servers running Microsoft Windows Server 2022, VEEAM backup, and system optimization to ensure high availability and performance.

• Endpoint Deployment and Management: Install, configure, and support desktops and laptops operating on Windows 11 and MacOS platforms. Ensured devices are secured, up-to-date, and compliant with organizational policies.

• Endpoint Security Management: Administer Microsoft Defender for Endpoint via Microsoft 365 Defender Security Center, including incident response, threat analytics, remediation and compliance reporting.

• Mobile Device and Endpoint Management: Manage IOS, MacOS, and Windows devices using Microsoft Intune MDM for secure provisioning, application deployment, policy enforcement, and compliance monitoring.

• User and Identity Management: Create, manage, and maintain user accounts, security groups, and access controls in both on-premises Active Directory and Azure Entra ID. Handled the deployment and license assignment of Microsoft 365 and related applications.

• Network Infrastructure Administration: Configure, manage HPE enterprise switches, HPE Aruba wireless access points, ClearPass Network Access Control and next-generation firewalls including FortiGate and Palo Alto, ensuring secure and reliable connectivity.

• Technical Support and Service Delivery: Deliver Tier 1 and Tier 2 technical support to end-users with a 99% issue resolution rate within Service Level Agreements (SLA), utilizing ManageEngine ServiceDesk Plus under the ITIL service management framework.

• Enterprise Application Support: Provides end user support for enterprise platforms Microsoft Dynamics 365 (ERP), Salesforce (CRM), SIMS (Student Information System), Microsoft Teams, SharePoint, Zoom, custom school portals for students, staff, and parents.

• Campus Systems Management: Administrating platforms like FOLLETT Library System, Milestone CCTV system according to the MOI standard with over 400 cameras, Guard patrol system, facial recognition screening solution, vehicle number plate detection system (ANPR), Biometric time and attendance system etc.

• Print and Document Management: Administer Canon multifunction printers and managed secure print services via Canon UniFLOW print management software, optimizing print workflows and access control.

• Network Monitoring and Diagnostics: Utilized Site24x7 AI-powered monitoring tools to proactively detect, diagnose, and resolve network infrastructure issues, ensuring optimal system uptime and performance.

• Telephony Systems Administration: Configure, manage, and maintain Avaya IP Office 500 V2 EPABX telephone systems, including user extensions, voicemail, call routing, and system updates.

• Digital Signage Administration: Manage content creation, scheduling, and deployment for Samsung digital signage displays using Samsung MagicInfo CMS, supporting campus-wide communication initiatives.

• Hardware and Peripheral Support: Install, configure, and maintain a wide range of IT peripherals, tools, and equipment, supporting daily operations and minimizing issues and downtime.

Outline: I have delivered my services to 11 warehousing sites in Qatar and 3 warehousing sites in Dubai and Bahrain. These facilities play a key role in the distribution and logistics of goods, and it is vital that their IT systems operate seamlessly.
Key Responsibilities:
• Working Environment (ISO 9001:2008, ISO 27001:2005)
• Provided 1st & 2nd line support for 500+ end users via ManageEngine Enterprise Service Desk+ (ITIL Framework)
• Responding to service desk tickets within the agreed SLA by analyzing, troubleshooting, and prioritizing issues
• Configure & troubleshooting Desktops, Laptops (HP, DELL, Lenovo, Apple, etc.), and MS 365 products
• Installing, configuring, and troubleshooting Printers, Scanners, and Cisco IP Phones
• Providing remote support to end-users with remote supporting tools
• Administrating, managing & enrolling users in Biometric/Card Readers with G4S Symmetry DOOR ACCESS system
• Preparing checklist reports, security log reports, and user access reports on the Door Access Control System
• Installing, managing, and troubleshooting IP CCTV cameras with Milestone applications
• Configuring & troubleshooting Honeywell, Intermec, LXE, and Motorola barcode reading RF guns
• Supporting SharePoint applications, Warehousing Systems, Oracle E-Business suite, etc.
• Installing, configuring & troubleshooting RMS applications (O’Neil, EMC Captiva inputACCEL, EMC Documentum)

• Provided 500+ 1 st & 2nd line end user support companies at Al Emadi Enterprises
• Completed 99% of support trouble tickets with Microsoft SCSM in the first attempt
• Install, configure, and maintain HP, DELL servers in Windows server OS environment
• Support for the infrastructure (Servers, Storage, Backups, Network, IP Telephony, Messaging)
• Install & configure Windows 7/8 & other apps on HP, DELL, Acer & Lenovo computers
• Monitor, maintain, and troubleshoot AD including the administration of computer/user accounts
• End-user support for ERP systems (CRM, HR, Accounting, Maintenance, Sales & Marketing, TA, Services)
• Installing & configure Cyberoam UTM as a corporate Firewall system
• Perform daily system monitoring, verifying the integrity and availability of all hardware, and server resources
• Installing & configuring Ooredoo ADSL connection
• Installing, Configuring & Troubleshooting Printers, FAX Machines, Photo Copiers, Scanners & Plotters
• Administration, registering, and scheduling employees in Time Attendance machines with FP Server
• Installing & configuring IP Based CCTV cameras with utilities
• Deploying & configuring Symantec Endpoint Client via Symantec End Point Manager