Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Skills
Timeline
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Dulan Ratnayake

Auckland,Grafton Road, Grafton

Summary

Accomplished Computer Technician with a rapidly increasing range of industry experience looking to bring strong instincts and a proven record of procedural compliance, process management and strong operational skills to a rapidly growing company.

Overview

12
12
years of professional experience

Work History

Senior Escalation Engineer

Mad Mobile
06.2021 - Current
  • Increased number of resolved job tickets by 60% over previous year.
  • Created new account, reset passwords and configured access for users.
  • Created end-user self-service tools and documentation.
  • Developed documentation for common processes for both support staff and end-users.
  • Maintained records, logs and the lifecycle of work requests.
  • Assisted in process refinement to improve customer service and support.
  • Reviewed support cases for technical and troubleshooting accuracy.
  • Researched, documented and escalated cases to higher levels of support according to internal procedures.
  • Researched, resolved and followed up on customer issues.
  • Provided real-time support to everyday users of Emails, Password (Active Directory), Group Policy, MS office, Cisco Collaboration, IM, VPN, Remote connection issues.
  • Assisted customers with technical issues via email, live chat and telephone.
  • Mentored other Service Desk Analysts.
  • Managed IT setup and service requests for new PCs and Peripherals
  • Maintained composure and patience in face of difficult customer situations.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support.
  • Developed training materials and procedures.
  • Worked on large enterprize and business critical applications.
  • Served as operating system expert, providing technical support for entire organization.

Senior Support Engineer

Sysco Corp
05.2018 - 06.2021
  • Troubleshot technical inquiries regarding application, hardware, network coverage, device information and data services.
  • Handled Partner tech escalations.
  • Identified as the primary NOC liaison.
  • Responsible for research & testing of new products/procedures/processes.
  • Trained processes/procedures as relates to troubleshooting techniques.
  • Presented to Tier I & Tier II as the subject-matter expert in SQL database.
  • Received escalations from Customer Service agents.
  • Utilized on-line resources/tools to troubleshoot and diagnose customer issue for resolution.
  • Filed Remedy trouble tickets for network related issues Used diplomacy and tact in all situations to ensure customer satisfaction, promoted good will and ensured repeat/referral business increasing sales.
  • Researched and found solutions to minimize customers call resolution time (CRT) by creating articles with Sysco troubleshooting flow Confluence wiki.

Support Engineer

Sysco Corp
01.2015 - 05.2018
  • Provide 1st line & 2nd line support for USA-based Customers (Sysco, Apple, Nike, etc) and internal teams.
  • Acted as the Primary escalation point for all end-user issues, and achieved and maintained SLA compliance, managing incident and
    service fulfilment to ensure customer satisfaction.
  • Analyze incidents and identify enhancements from product and process perspectives to reduce incoming incident counts.
  • Carried out troubleshooting, configuration, installation and setup across a variety of hardware and software systems and equipment.
  • Performed basic user administration in Active Directory (Entra ID) including changing passwords and group Policies, setting up new
    users and processing leavers.
  • Managing cases, and requests, providing suggestions and technical support over the phone, using remote access tools and in-detail
    correspondence through emails, Salesforce and JIRA.
  • Performed regular, planned preventative maintenance tasks such as system updates.
  • Ensured all faults and requests were logged accurately and remained up to date.
  • Regularly checked for IT security vulnerabilities, removing and reducing threats when necessary.
  • Ensuring that merchant systems are operational, and any loss of service is restored in a timely and efficient manner.
  • Supporting clients with their business requirements and suggesting network topology, required data Bandwidth, routers, switches and
    client POS systems.

Operations Engineer

Sysco Corp
01.2013 - 01.2015
  • Answering incoming inquiries, responded to customer questions and solved their computer problems according to standardized procedures while maintaining a courteous manner.
  • Logged on/off customer care system and access account files in Siebel 7.7 database system.
  • Accurately captured all customers and issues related information in the proper database.
  • Led customers through documented process of fixing their software, hardware, internet or network problems.
  • Used product information, multiple client tools, client specific reference materials, scripting, intermediate technical knowledge, and customer service skills and problem solving skills to diagnose and solve customer problems.
  • Provided assistance for hardware and software issues ranging from difficult technical problems to puzzling how-to-use questions.

Application Support Engineer

EBuilder
04.2012 - 05.2013
  • Solving global customer issues from the 1st line & 2nd line. (Swedish and UK)
  • Built, configured and troubleshoot desktop/Server computers.
  • Diagnosed faults and repaired network servers.
  • Communicating with the customers & internal teams in real-time telephone, remote-in and email-based IT support.
  • Diagnosed and repaired hardware and software issues including replacing defective components when applicable.
  • Perform testing before releases are deployed in the Production environments.
  • Maintained several computer networks and related environments including hardware, system software and application software.
  • Recommended changes to improve systems and network configurations.
  • Escalated issues to 3rd-line support where necessary.
  • Supervise all alerts related to application and system procedures and provide services proactively.
  • Handling and managing issues using salesforce, zendesk, JIRA and TopDesk.
  • Attend weekly team conference calls with stakeholders to discuss top issues, open cases and information-sharing practices.
  • Multi-tasking, team working, working under SLA (Service Level Agreement) time periods and working in a 13x7 roster.

Education

Master of Science - Information Technology

University of Colombo
Colombo
01.2017

Bachelor of Science - Computer Science

Curtin University of Technology
Perth, Australia
01.2012

Cisco Networking Academy

Cisco Certified Network Associate (CCNA)

ITIL Foundation V3

Microsoft Certified: Azure Fundamentals (AZ-900)

CCNP Route Professional Exam

Skills

  • Strong communication skills
  • Cloud computing (Azure, AWS, Google)
  • Incident Management
  • Customer Support
  • Hardware diagnostics & Configuration
  • Escalation procedures
  • ITIL Knowledge
  • SLA Compliance
  • Cross-functional support
  • System Administration
  • LAN/WAN
  • Help Desk Support
  • Application support
  • Account Administration
  • Desktop support
  • User Training
  • Software diagnosis
  • ServiceDesk
  • Microsoft Windows and Office
  • Exceptional telephone etiquette
  • Accomplished with mobile devices
  • Adaptability and Flexibility
  • Database Management
  • Remote Technical Support

Accomplishments

    Consistently received a 100% rate of customer satisfaction. Improved IT department effectiveness by 80 %. Oversaw a decrease in average daily Help Desk tickets by 60%. Reduced technical escalations to management by 70% to only 4 per day.

Languages

English

Skills

  • Cloud Technologies: AWS, Azure and Google
  • Certifications: ITIL V3 Certified Practitioner, CCNA/CCNP Certified, Azure
  • Operating Systems: Linux, Windows, and macOS, IOS, Android
  • Ticketing and Collaboration Tools: JIRA, Salesforce, Zendesk, Confluence, Microsoft Teams, Slack, Office 365
  • Programming Languages: Python, Bash, Java, C++, React, PHP, CSS & HTML, XML
  • Database Management: SQL/Oracle, NoSQL/SQL queries, Database/CouchDB
  • Networking: TCP/IP networking, Network Security and troubleshooting
  • Technical Skills: System Design, Data Analysis, UNIX, Diagnosis & Technical troubleshooting, Maintenance, Installations, Repairs, Proactive Monitoring, Reporting tools, Remote support tools
  • Programming Proficiency: Python, Bash, Java, C++, React, PHP, HTML, XML
  • Software: Atlassian, Jamf, Zebra, G-Suite and Productivity Tools, VOIP Systems (3CX), ServiceNow
  • Customer Support: CRM Systems, MDM solutions, Azure Active Directory (Microsoft Entra ID), Microsoft Office 365, MS Teams & SharePoint Support, InTune MDM, Android/Apple Technical Support, Application Support, NOC/TOC
  • Infrastructure Management: IT Asset Management/MDM solutions, LAN/WAN, POS (Point of Sale systems), Microsoft Windows Server 2008, 2012, 2016, Various types of backup systems (Veeam, Acronis) and Disaster recovery with BCP, ESXI and other VMware products
  • Personal Skills: Collaboration and Teamwork, Proactive Monitoring, Communication, Problem-Solving, Adaptability, Patience, Empathy and Emotional Intelligence

Timeline

Senior Escalation Engineer

Mad Mobile
06.2021 - Current

Senior Support Engineer

Sysco Corp
05.2018 - 06.2021

Support Engineer

Sysco Corp
01.2015 - 05.2018

Operations Engineer

Sysco Corp
01.2013 - 01.2015

Application Support Engineer

EBuilder
04.2012 - 05.2013

Master of Science - Information Technology

University of Colombo

Bachelor of Science - Computer Science

Curtin University of Technology

Cisco Networking Academy

Cisco Certified Network Associate (CCNA)

ITIL Foundation V3

Microsoft Certified: Azure Fundamentals (AZ-900)

CCNP Route Professional Exam

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