Pradeep Samaranayake
High Wycombe,BKM
Summary
Personal Profile A diligent, experienced Microsoft and Cisco certified IT professional seeks a challenging role in IT infrastructure support and Project management. Comfortable with customer-facing roles, complex infrastructure issues with a strong focus on professional development 14+ years in an IT Systems, Server Administration, and Helpdesk environment 3+ years’ experience in MS-365 environment with Azure.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Cloud Engineer
Crayon
High Wycombe, Buckinghamshire
04.2021 - Current
- Set up the Helpdesk and utilized previous industry expertise and knowledge to contribute effectively.
- Conducted analysis of technologies and tools to optimize the Helpdesk operations.
- Developed procedures and provided training to junior staff members on Helpdesk setup procedures.
- Participated in customer meetings, offering best practices and proposing support solutions.
- Created technical documentation and user guides to facilitate smooth user experience.
- Conducted administration training to ensure proper maintenance of new solutions.
- Collaborated closely with customers on projects, proposing business solutions and resolving technical queries.
- Developed comprehensive guides to promote best practices and ensured project closure through customer agreement.
- Completed 24 vendor certificates in cloud environments, with a focus on Azure/M365, SBC and Teams phone systems, backup tools, and migration tools.
- Actively involved in company's charitable activities such as Movember, International Women's Day, Mental Health Month, and contributed to the DEI team.
- Served as a First Aider, providing assistance during emergencies.
IT Engineer
JSL Group Ltd
High Wycombe
06.2020 - Current
- JSL Group provides IT Support for Schools and medium size businesses
- I worked as a 2nd Line IT Support Engineer sorting and escalating IT incidents logged by system users
- Providing System support for Windows 10, Windows 2012, Windows 2016, Windows 2019 as part of the central helpdesk team
- Engaging with Project to Roll out Windows 2019 Environment involving in planning and deployment
- Office 365 manage AD connection, migrate, and create users in hybrid environment
- Improving technical support by creating Knowledge based articles on application bases troubleshooting
- Provided support for SQL Database based applications such as Sophos and SIMS
- Creating and installing Windows 10 and Windows 2012 G OS images for different hardware vendors and hardware models using VMware
- Working on projects doing feasibility assessments and implement the identified user requirement
- Preparing cloud based environment for schools to work and teach remotely using Teams and OneDrive.
Helpdesk Engineer
EAC Network Systems Ltd, Princes Risborough
09.2018 - 06.2020
- EAC Networks provide IT Support for Schools and medium size businesses
- I worked as a 2nd Line IT Support Engineer sorting and escalating IT incidents logged by system users
- Providing System support for Windows 10, Windows 2012 and Mac as part of the central helpdesk team
- Provided Application Support on in house software build with SQL on connectivity and on per user based license issues
- Liaise with application developers to ongoing issues and new requirements proposed by end client
- Office 365 administration with hybrid version by managing sync API and attributes
- Improving technical support by creating Knowledge based articles
- Providing Hardware support for wide range of System Units (Dell/ HP), Laptops, Printers, Scanners, Whiteboard and Projectors
- Creating and installing Windows 10 and Windows 2012 G OS images for different hardware vendors and hardware models using VMware
- Provide remote access user support using VNC and windows remote access
- Provide support to a local school and becoming a key part of their core IT support team
Helpdesk Engineer
Axial Systems Ltd
Maidenhead
11.2017 - 09.2018
- Axial is a major supplier of security appliances and network management solutions to major (including FTSE100) companies in the UK
- I worked as a 3rd line support engineer trouble shooting and resolving client issues
- My duties involved:
- Responding to support tickets raised by clients and escalated to 3rd line support
- Investigating and resolving issues raised by clients on network security and analysis products sold by Axial to clients such as : IXIA, Gigamon, Aruba, McAfee, Riverbed, Palo Alto, Gardico, Swivel, AirMagnet, BoldenJames, Netscout, Juniper, C-Packet, Apcorn
- Was involved in projects to ensure client compliance with GDPR using VARONIS and boldonjames products
- Provided MSP support for Aruba and McAfee products including creating reports for monitoring purposes
- Replicate customer’s issues using VMWare environment and proposed solution for co-operate networks by working with consultant side by side
- Worked with Parature and Office 365 helpdesk systems with higher customer satisfaction by maintaining a cordial relationship with Vendors
- Test appliances before being sent to clients using real use cases and simulations
- Provide out of hours support
IT Analyst
Synergy Flavours Ltd
High Wycombe
01.2015 - 10.2017
- Synergy Flavours is a company specializing in manufacturing different flavours for the F&B industry with a base in Thailand
- I worked in a small IT team and was responsible for all aspects of Administration, Maintenance and support of their entire IT infrastructure
- This included:
- Providing support to scientific and bespoke business applications using established procedures for fault reporting and change management (ITIL)
- Testing systems against business requirement and real use cases before implementation the system
- Salesforce administration and support to UK, Thailand and Ireland users with creating reports using SQL Server, designing interface, managing security with groups and individual, trouble shooting and managing Leads, Accounts, contacts, opportunities and briefs
- Installing and configuring computer systems using different build technologies (Windows 7 – 10, HP Device Manager)
- Business Reporting on QlikView - administer & managing dashboards, data extraction from database & excel, NPrinting reporting
- Escalating and identify any critical issues and recommending appropriate measures
- Administer Company servers running Microsoft Windows 2008/2012/2016 Server, Active Directory ,Microsoft Exchange Server 2010/2016 and entitlement management via group policy
- Telephone and email based support to clients from multiple sites (UK, Thailand and Ireland) and follow incident management procedures maintaining an incident log with resolution
- Following procedures/checklists and updating support documentation
- Working with Windows servers & applications within a mixed OS environment
- Support all desktop IT Services including desktop PCs, laptops, PDAs, IP telephony, meeting room video conferencing and office printing
- Managed routine maintenance jobs.
Deployment Engineer
Warner Home Video
London
11.2014 - 01.2015
- Warner Home Video is the home distribution arm of Warner Bros
- In my short stint there my duties included:
- Building and deploying systems using customer provided software and tools (Windows 7)
- Testing the system against the designated acceptance criteria and obtaining sign off
- Resolving queries and problems users encounter in a timely manner, logging problems with the support desk and escalating as necessary
- Manning deployment surgeries for daytime deployment of mobile users/laptops
Systems Administrator
Perceptive Intelligence LTD
London
06.2012 - 06.2014
- Perceptive Intelligence is a small consultancy based in West London providing software and hardware solutions to small businesses
- I worked as a consultant dealing with installations and support of predominantly Microsoft Windows based solutions
- Duties included:
- Implementing Microsoft Small Business Server 2003 on over 15 customer sites, configuring active directory, Microsoft Exchange server, and configure desktops to access the organizational network
- Providing onsite and offsite support for customers configuring and managing their server infrastructure, administering backups and OS updates
- Design and load balance server Profile and monitor assigned services with backing up servers for customers
- Maintaining server performance with logging resource usage and introduced new resources where necessary
- Perform tier-2 troubleshooting as needed
- Working towards to SLA agreement by maintaining the ITIL frame work with Meet on-call expectations, including off-hour support
VBA Developer
Wyse Group via Randstad IT
High Wycombe
11.2010 - 01.2011
- Wyse group is a construction industry support company based in High Wycombe
- I worked as a VBA developer developing macros and VBA apps to automate processes and analyse data
- This included:
- Developing Software using VBA to smooth the payment process
- Providing various reports to analyse payment process
- Performance review reports were developed using Excel
- Importing and managing data sets via Microsoft Access
- Testing and finalising and releasing developed applications
IT Support Administrator
Kirker Travels Company
London
02.2008 - 04.2009
- Kirker is a bespoke travel company providing a personalised travel agent service to customers
- I worked in the IT department as a support administrator during the acquisition by KUONI responsible for IT infrastructure support
- Duties included:
- Coordinating System Migration Project with Kuoni Travel Group by analysing and providing network and system details with a higher accuracy with a limited frame of time
- Analysing business requirement with the existing system and validating against the proposed secure system
- The system was implemented with good feedback from higher management and system users
- Working with MS Project to planning and implementation of Predecessor task and Parallel task with managing time, cost and qualities
- Creating User profiles, Shared folders, Public folders, Mail boxes, Distribution Lists and User groups with Active directory and Exchange 2003 by assigning domain Policies and by implementing Logon scripts
- Administering and managing Avaya Telephone server to address the with a higher understanding business requirement for various user groups and services line
- Providing Technical support for ISDN based Credit Card System (Comms-XL) and Amadeus Web based Reservation System and escalating problems where necessary
- Providing Technical and user support for the in house UNIX based database system (Tourcat) and system backup
- Improving the knowledge based on Operating System installation using Brainforce for different hardware vendors and models, software installation and maintenance hardware and computer peripherals.
Help Desk
Canterbury College
Canterbury
07.2007 - 02.2008
- I worked as part of the small IT team at Canterbury providing IT support for staff and students alike
- Duties included:
- Providing System support for Windows XP, Windows 2000 and Mac to a large (3000) and diverse customer base with a well experienced helpdesk team
- Managing time effectively with prioritising task and logging them according to the service level agreement using the web based Vtiger CRM system
- Improving technical support by creating Knowledge based articles and share with other team members
- Providing Hardware support for wide range of System Units (Dell/ HP), Laptops, Printers, Scanners, Whiteboard and Projectors
- Creating and installing Windows XP and Windows 2000 Ghosting OS images for different hardware vendors and hardware models using Norton Ghost software
- Providing remote access user support using VNC and windows remote access
IT & Support Assistant
NData
Newcastle
07.2006 - 08.2006
- I worked for a short period at NData UK, a data capture and analysis company based in North Shields Newcastle
- The company provided most of their services via India based outsourcing companies
- My role was to assist in maintaining the in-house IT infrastructure supporting this function
- Duties included:
- Providing first line IT Support for outsourcing companies and user training for data capturing applications, Windows XP environment and Office 2003
- SQL Database query, Triggers and update management
- Supervising, assisting and training new recruits on the data capture system
- Providing hardware Support for Dell systems and computer peripherals
Education
Cisco Certified Network Associate (CCNA - Computer Networking
Cisco
Global01.2013
MSc - Computer Network Technology
Northumbria University
Newcastle Upon Tyne01.2007
BSc - Applied Computing
Northumbria University
Newcastle Upon Tyne01.2005
MCSE (Messaging) - Information Technology
Microsoft
Global01.2003
Skills
- Technical Skills
- Active Directory/ Azure AD
- Office 365/ Azure
- VMWare and Hyper V administration
- Cisco Routers, Switches and Firewall administration
- Microsoft Exchange Server 2003/2010/2016/M365
- Microsoft Windows Server 2003/2008/2012/2016/2019/ M365
- Microsoft SQL Server 2012 and TSQL (DDL, DML) data analysis and reporting
- SalesForce administration
- Microsoft Dynamics(AX) and Product Vision(PV)
- Security appliance administration and support (IXIA, Gigamon, Aruba, McAfee, Riverbed, Paolo Alto, Gardico, Swivel, AirMagnet, Bolden James, Netscpit, Juiniper, C-Packet, Apcorn) with vendor training
- Avaya, Digium (IP Telephone) Server Administration/ Teams Expert/ SBC Administrator/ MS-700/MS-720/MS-740/
- Network protocols (DHCP, DNS, SMTP etc) and their implementations
- VBA, VB 60, HTML, XML, CSS, Power shell
- SC-900/SC-200/MS-500/SC-100 with information security
- AZ-900/AZ-140 with Azure
- PL-900/MB-910/MS-900
- Experience working in ITIL environments
Certification
- Cisco Certified Network Associate (CCNA)
- Microsoft Certified: Azure Fundamentals
- AWS Certified Cloud Practitioner
- Amazon Web Services Training and Certification
- Cisco Certified Network Associate Routing and Switching (CCNA Routing and Switching)
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Azure AI Fundamentals
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- Microsoft Certified: Power Platform Fundamentals
- Microsoft 365 Certified: Fundamentals
- AWS Partner: Accreditation (Technical)
- Amazon Web Services Training and Certification
- AWS Partner: Cloud Economics Accreditation
- Amazon Web Services Training and Certification
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft 365 Certified: Security Administrator Associate
- AWS Partner: Sales Accreditation (Business)
- Amazon Web Services Training and Certification
- Microsoft Certified: Security Operations Analyst Associate
- Microsoft Certified: Dynamics 365 Fundamentals (CRM)
- Microsoft Certified: Azure Virtual Desktop Specialty
- SC-100: Microsoft Cybersecurity Architect
- Microsoft Certified: Cybersecurity Architect Expert
- Microsoft 365 Certified: Teams Voice Engineer Expert
- Cloud Tech Associate Advanced Disaster Recovery
- Microsoft 365 Certified: Teams Support Engineer Specialty
Timeline
Cloud Engineer
Crayon
04.2021 - Current
IT Engineer
JSL Group Ltd
06.2020 - Current
Helpdesk Engineer
EAC Network Systems Ltd, Princes Risborough
09.2018 - 06.2020
Helpdesk Engineer
Axial Systems Ltd
11.2017 - 09.2018
IT Analyst
Synergy Flavours Ltd
01.2015 - 10.2017
Deployment Engineer
Warner Home Video
11.2014 - 01.2015
Systems Administrator
Perceptive Intelligence LTD
06.2012 - 06.2014
VBA Developer
Wyse Group via Randstad IT
11.2010 - 01.2011
IT Support Administrator
Kirker Travels Company
02.2008 - 04.2009
Help Desk
Canterbury College
07.2007 - 02.2008
IT & Support Assistant
NData
07.2006 - 08.2006
Cisco Certified Network Associate (CCNA - Computer Networking
Cisco
MSc - Computer Network Technology
Northumbria University
BSc - Applied Computing
Northumbria University
MCSE (Messaging) - Information Technology
Microsoft
- Cisco Certified Network Associate (CCNA)
- Microsoft Certified: Azure Fundamentals
- AWS Certified Cloud Practitioner
- Amazon Web Services Training and Certification
- Cisco Certified Network Associate Routing and Switching (CCNA Routing and Switching)
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Azure AI Fundamentals
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- Microsoft Certified: Power Platform Fundamentals
- Microsoft 365 Certified: Fundamentals
- AWS Partner: Accreditation (Technical)
- Amazon Web Services Training and Certification
- AWS Partner: Cloud Economics Accreditation
- Amazon Web Services Training and Certification
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft 365 Certified: Security Administrator Associate
- AWS Partner: Sales Accreditation (Business)
- Amazon Web Services Training and Certification
- Microsoft Certified: Security Operations Analyst Associate
- Microsoft Certified: Dynamics 365 Fundamentals (CRM)
- Microsoft Certified: Azure Virtual Desktop Specialty
- SC-100: Microsoft Cybersecurity Architect
- Microsoft Certified: Cybersecurity Architect Expert
- Microsoft 365 Certified: Teams Voice Engineer Expert
- Cloud Tech Associate Advanced Disaster Recovery
- Microsoft 365 Certified: Teams Support Engineer Specialty
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