Ravindu Gammampila

L1 Support:

• Managed Incidents, Tasks, and Change Requests in ServiceNow with timely resolution and accurate updates.
• Resolved Windows/Linux alerts including disk space, CPU/memory, load average, hung jobs, and backup/rear issues.
• Performed VM disk expansions, routine maintenance, and cleanup activities to maintain system performance.
• Investigated and resolved monitoring alerts such as Telegraf agent down and general infrastructure health issues.
• Managed enterprise print queues and updated AWS Security Groups to support secure system access.
• Supported daily infrastructure operations and collaborated across teams while following ITIL best practices.

L1 Support:

• Monitored virtual data center infrastructure and ensured consistent uptime.
• Resolved first‑level issues for VMs, hypervisors, and network connectivity.
• Performed VM migrations, snapshots, backups, and routine maintenance tasks.
• Created, tracked, and updated incidents and service requests through ServiceNow.
• Assisted with installing and configuring virtual servers, switches, and storage devices.
• Monitored switches/APs with Spectrum and servers with Nimsoft.
• Handled L1/L1.5 issues across multiple operational tracks (Blues & Jazz).
• Managed IMACD service requests and maintained accurate end‑user asset records.

L2 Support:

• Provided second‑level support for complex VM, hypervisor, and network issues.
• Led major incident resolution involving cross‑functional teams.
• Performed advanced system monitoring and proactive issue mitigation.
• Supported and mentored L1 engineers through guidance and knowledge‑sharing.
• Managed incidents, requests, and change tasks using ServiceNow with full documentation.
• Worked with Windows Server, VMware, Cisco, AD, Azure, Hyper‑V, SCCM, domain joins, user management, disk setup, and patching.
• Installed and configured OS environments and implemented backup/child domain solutions (Windows Server 2003–2016).
• Utilized network monitoring and remote installation systems for infrastructure support.

• HCL Technologies Lanka BMS Contractor in GROWELL, COLOMBO Monitor the repairs of the BMS controlled systems carried out by the service provider throughout the site.
• Providing details of employees to the Administrative department through the system.
• Providing Access to New Employees. Working with end user. Handling to send and receive email messages Outlook through.
• Maintain accurate records of system operations, maintenance activities, and incidents. Ensure all documentation is up-to-date and readily accessible.
• Coordinate with facility management, maintenance teams, and external contractors to schedule and oversee repairs, upgrades, and other BMS-related activities.