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christopher francke
Open to opportunitiesSystem Analyst / Service Desk Engineer (L2)
Service Desk Engineer at HCLTech supporting global enterprise users and building offline AI tools for transcription and translation.
Sri LankaSystem Analyst / Service Desk Engineer (L2) at HCLTech
Experience
System Analyst / Service Desk Engineer (L2)
Provide remote Level 2 technical support for global enterprise users, diagnosing and resolving OS, application, and connectivity issues. Manage ticket lifecycles and ensure compliance with SLAs.
WindowsLinuxIncident ManagementSLATechnical SupportEscalation Management
Network Engineer
Managed network infrastructure support for enterprise data center and cloud environments using Cisco hardware and OSPF routing. Administered network security with Palo Alto Panorama and Cisco Umbrella.
CiscoOSPFPalo Alto PanoramaCisco UmbrellaSANVMWareIncident Tracking
System Administration Specialist
Provided Level 3 support for global server and application infrastructure, resolving interoperability, OS, and web server issues. Implemented proactive monitoring solutions using PRTG, Nagios, and NewRelic.
PRTGNagiosNew RelicLinuxWindowsSecurity HardeningAudit Compliance
Associate Network Administrator
Handled regional network operations, administering enterprise routers, switches, and client connectivity. Conducted routine maintenance, network backups, and hardware health checks.
RoutersSwitcheNetwork maintenanceBackupHardware Health Diagnostics
IT Executive
Oversaw internal IT infrastructure, user onboarding/offboarding, endpoint support, and local network operations.
IT InfrastructureEndpoint SupportNetwork OperationsUser Onboarding
Education
Pearson BTEC
Pursuing a Higher National Diploma in Network Engineering.
Open University of Sri Lanka
Completed a certificate-level program in Computer Systems Networking and Security.