Akila Handagiri Systems Engineer
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Technical Support
- Address and resolve hardware, software, and networking issues.
- Provide L1 & L2 support through various channels, including in-person, phone, email, or ticketing systems.
- Manage and escalate unresolved issues to senior IT staff or external vendors.
- Assist with the setup and troubleshooting of peripherals like printers, scanners, and projectors.

Systems and Software Maintenance
- Install, configure, and maintain operating systems and business applications.
- Ensure that antivirus software, patches, and updates are current across all systems.
- Collaborate with other IT teams to maintain enterprise software environments like ERP and CRM systems.

Network Management
- Monitor and maintain network connectivity for workstations and devices.
- Troubleshoot and resolve LAN/WAN, Wi-Fi, or VPN connectivity problems.
- Ensure compliance with network security protocols and standards.

User Support and Training
- Guide users on IT best practices, including email security, password policies, and data management.
- Conduct onboarding sessions for new employees on IT tools and software.
- Create user manuals, FAQs, and guides to support everyday tasks.

IT Asset Management
- Maintain an inventory of hardware, software licenses, and IT assets.
- Collaborate with procurement teams to order and replace IT equipment as necessary.
- Dispose of outdated hardware securely and in compliance with company policies.

Monitoring and Proactive Maintenance
- Monitor system performance and address potential issues before they escalate.
- Ensure regular backups of critical data and assist in disaster recovery planning.
- Test system updates and patches before deploying them organization-wide.

Documentation
- Log all incidents and resolutions in the IT ticketing system.
- Develop and maintain comprehensive documentation for IT processes and workflows.

Collaboration
- Work closely with cybersecurity teams to ensure the safety of IT systems.
- Coordinate with vendors for warranty claims and technical support.
- Support IT projects, including system upgrades, migrations, and implementations.

Conducted NVQ Level 3 and 4 classes as an instructor

Course Contents:

M-01 Fundamentals of the IT
- Devices we used for each task of the computer
- System software and Application Software
- Classification of Computers
- Character Codes
- Numbering System
- Logic Gates

M-02 Maintaining files & folders
- Work With Windows Operating System

M-03 Performing word processing
- Work With Ms Word

M-04 Preparing spreadsheet
- Work With Ms Excel

M-05 Preparing presentations
- Work With Ms PowerPoint

M-06 Performing basic operations of cloud computing including internet and email

M-07 Performing basic database manipulation
- Work With Access Database

M-08 Computer system, network and peripherals
- Identify computer & network devices
- Check hardware compatibility with the operating system
- Prepare the computer for installation
- Install device drivers
- Identify basic hardware & network issues

M-09 Producing Print Page Layout and multimedia objects
- Design Vector Graphics (Logo)
- Editing Raster Images using Photoshop

M-10 Systems Analysis and Designing

M-11 Perform relational databases using standard SQL

M-12 Designing static Website
- Knowledge of HTML and CSS
- Static & Dynamic web Pages.
- Create Static web using Dream viewer

M-13 Developing Desktop applications
- Design Interfaces using VB.Net

M-14 Communication skills for workplace

M-15 Occupational literacy and numeracy

M-16 Team Work

M-17 Occupational Safety & Health and Environmental Aspects
- Strong technical problem-solving abilities.
- Excellent interpersonal and communication skills to engage with non-technical users.
- Adaptability to work in fast-paced environments and handle multiple tasks effectively.
- Customer service orientation with a focus on user satisfaction.