Amenda Fernando Thommage
IT Analyst @Medcan
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WORK HISTORY
IT Analyst @Medcan
Toronto, ON, CA
Deliver end user technical support by troubleshooting and resolving system, software, and hardware issues through the ServiceNow ticketing platform, ensuring minimal disruption to daily operations.• Support and maintain workplace technology including system updates, service packs, printers, telephony systems, and other office peripherals to ensure reliable IT services.• Collaborate with internal IT teams, vendors, and development teams to coordinate issue resolution, improve system performance, and streamline communication across departments.• Manage user identities and access through Active Directory, including account provisioning, permissions management, and access control administration.• Administer Microsoft 365 services including Exchange Online, Outlook, Teams, and SharePoint to support secure communication, collaboration, and information sharing.• Manage endpoint devices and enforce security and compliance policies using Microsoft Intune.• Provide technical support for healthcare systems including EMR platforms such as Accuro and TIPs, assisting users with troubleshooting and system navigation.• Support internal AI initiatives including Heidi AI by assisting with deployment, troubleshooting, and user support.• Monitor and respond to security alerts and incidents using Microsoft Defender, Trend Micro XDR, and Microsoft Sentinel to help maintain a secure IT environment.• Provide first tier support for Salesforce by troubleshooting user issues, managing access requests, and escalating complex cases when required.
EDUCATION
Seneca Polytechnic
Postgraduate Degree, Information Technology Project Management
National Institute of Business Management (NIBM - Sri Lanka)
Diploma in Computer System Design
National Institute of Business Management (NIBM - Sri Lanka)
Higher Diploma in Computer Based Information Systems, Higher Diploma in Computer Based Information Systems
Seneca Polytechnic
Postgraduate Degree, Cloud Architecture and Administration
University College Dublin
Bachelor of Science - BSc (Hons), Management Information Systems
SKILLS
ABOUT AMENDA FERNANDO THOMMAGE
Experienced Application & Production Support Engineer with over 8 years of expertise in L1–L3 technical support, cloud infrastructure, and platform reliability across fintech, telecom, and SaaS domains. Proven success in triaging critical incidents, conducting deep-dive root cause analysis (RCA), and maintaining high availability for complex, microservices-based systems.Experienced in using JIRA and ServiceNow for managing incidents, service requests, change tickets, and sprint tracking across ITIL-aligned support and DevOps workflows. Skilled in monitoring and observability using Splunk, AppDynamics, AWS CloudWatch, and log analysis tools to proactively identify and resolve performance bottlenecks. Strong hands-on experience supporting and optimizing cloud-native environments using AWS (EC2, Lambda, EKS, S3), Azure, Terraform, Docker, and Kubernetes. Adept in CI/CD pipeline support, automated deployments, and environment management.Background includes automation scripting using Java, VB.NET, Python, Shell, SQL, Selenium, UFT, and low-code RPA tools (Blue Prism, WorkFusion, Accello). Demonstrated ability to work under pressure in ITIL-aligned environments while supporting SLAs, OLAs, and audit requirements.Academic qualifications include two Postgraduate Diplomas (Cloud Architecture and IT Project Management) from Seneca Polytechnic, and a B.Sc. in Management Information Systems from University College Dublin. Currently pursuing AWS Solutions Architect certification and expanding expertise in Generative AI and cloud observability platforms.
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