Isira Kandanearachchi
Warsaw
Summary
Dynamic and highly inquisitive professional with a passion for collaborative problem-solving and supporting others. I am able to quickly assess challenges and their causes, identify multiple solutions, and implement effective strategies. I'm skilled in analytical thinking, problem-solving, and active-listening, which have facilitated the achievement of objectives and successful task resolution throughout my career. Currently focused on expanding knowledge and skills in Networking and Administration to comprehensively address the needs of the IT sector within an office environment, while also engaging in musical pursuits during my free time as a member of the Choir of SWPS University and tutoring English to middle school students.
Overview
4
4
years of professional experience
Work History
IT Support Technician
ID Energy Group
10.2023 - Current
- First line support in English and Polish (My current level of Polish is adequate to assist users with their issues relating to IT).
- Setting up laptops and work-stations for new employees.
- Timely management of issues in a Ticket based system (InvGate) and acting on them based on priorities.
- Escalating issues to agents in Spain and Hungary based on the case and collaborating with them to resolve them.
- Resolving problems in Windows (Windows 10/11) and other applications (Office 365, Outlook, OneDrive, Sharepoint) as well as hardware issues (faulty monitors, laptops etc.).
- Maintaining the printers in the office and contacting the service centers when necessary.
- Managing the onboarding process for new employees and guiding them on how things work.
- Inventory management of IT equipment, optimizing resource allocation and minimizing downtime during repairs.
- Collaborating with the procurement department to purchase IT equipment based on users' needs.
- Helped end-users on best practices for system usage in utilizing technology tools/applications.
- Evaluating users’ equipment and assigning new devices based on the usage time as well as the responsibilities of the user.
- Assisting users overseas and resolving problems remotely.
- Thorough knowledge of Microsoft suite (Word, Excel etc.) and its usage to assist employees in making their work.
- Development of the company website using WordPress
English Teacher and Assistant
The Village
01.2022 - 01.2023
- Educating students in the English language by communication and through the use of basic words.
- Help students read English books and writing.
- Translate basic objects from English to Polish for better understanding.
Solutions Consultant
XGen Group
07.2019 - 07.2021
- First point of contact for inquiries from Australian and New Zealand customers, resolving issues via email in a timely manner.
- Demonstrated the newly developed features and their functionalities to existing customers and performed product demonstrations to new customers in English.
- Delivered presentations and product demonstrations of proposed solutions to prospective clients internationally (Australia, New Zealand, Sri Lanka and USA).
- Conducted meetings with customers to iron out requirements/functionalities of changes requested.
- Having a thorough understanding of the products to point out if the change requested will affect any of the existing functionalities elsewhere and if so, proposed alternative methods.
- Analyzed complex requirements and translated them to the Development team.
- Performed Black Box testing to verify the developed items using JIRA.
- Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies.
- Created demo websites with functionalities tailored to clients using HTML, CSS and JavaScript for demonstration purposes.
- Training users to use the products.
- Created Product Proposals (including for Tenders), User Guides, User Requirement Specifications using the Microsoft Suite for products deployed in Australia, New Zealand and Sri Lanka.
- Tools used: Microsoft Suite(Word, Excel and PowerPoint), JIRA, graphic editing using Photoshop/Paint.
Front-End Developer (Intern)
Ellipsis (Pvt) Limited
01.2017 - 01.2018
- Created user input forms, form validations and connected data transfers to backend APIs using Angular 4.
- Integration of Google Maps API and location retrieval using JavaScript.
- Retrieving data from APIs and displaying them to the customers including previously saved Map Locations.
- Ensured the portal is responsive for Desktop as well as Tab and Mobile users.
- Added new animations to the company website using HTML, CSS and JQuery.
Education
Master of Science - Social Psychology
SWPS University
Warsaw, Poland08-2023
Bachelor of Science - Computer Science
University of Westminster
United Kingdom07-2019
Skills
- Hardware installation
- Remote desktop support
- Microsoft Office support
- Ticketing system experience
- Asset management
- Analytical thinking
- End-user training
- Customer service
- Active listening
- Product training
- Needs assessment
- Account management
LANGUAGES
English
Native or Bilingual
Polish
Professional Working
Sinhala
Native or Bilingual
Timeline
IT Support Technician
ID Energy Group
10.2023 - Current
English Teacher and Assistant
The Village
01.2022 - 01.2023
Solutions Consultant
XGen Group
07.2019 - 07.2021
Front-End Developer (Intern)
Ellipsis (Pvt) Limited
01.2017 - 01.2018
Master of Science - Social Psychology
SWPS University
Bachelor of Science - Computer Science
University of Westminster