Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Projects
References
Timeline
Generic

Rakshika Thushyanth

Epsom,AUK

Summary

Dedicated and highly skilled System Support Engineer with 5+ years of experience providing technical expertise and exceptional customer support. Proficient in troubleshooting complex technical issues, implementing system improvements, and ensuring optimal performance. Seeking an opportunity to contribute my skills and knowledge in a dynamic IT environment.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Project Co-ordinator

Virtusa
Colombo
04.2024 - 08.2024
  • Coordinated project schedules and timelines to ensure timely completion of deliverables.
  • Facilitated regular meetings to discuss project progress and address any issues.
  • Developed communication plans to keep stakeholders informed on project status.
  • Collaborated with cross-functional teams to gather project requirements and specifications.
  • Generated weekly, monthly, quarterly reports summarizing key performance indicators.

Software Engineer - Infrastructure Operations

Virtusa
Colombo
10.2020 - 03.2024
  • Resolved support tickets within established SLAs, ensuring timely assistance for end-users and clients.
  • Conducted regular system monitoring to proactively identify and address potential issues.
  • Developed and maintained comprehensive documentation of system configurations and troubleshooting procedures.
  • Performed routine maintenance and security updates to enhance system reliability.
  • Oversaw data centre operations, collaborating with respective teams to resolve issues.
  • Analyzed logs and monitored system performance to identify optimization opportunities.
  • Led shifts effectively, providing guidance and support to team members.
  • Utilized hands-on experience in RPA (Blueprint) to streamline processes.

Associate Engineer – Infrastructure Operations

Virtusa
04.2018 - 03.2020
  • Delivered first-line technical support to end users, resolving issues promptly.
  • Logged and managed support tickets in a tracking system for efficient workflow.
  • Identified process improvement opportunities within system support functions.
  • Developed dashboards and maintained databases for enhanced reporting.
  • Documented procedures and generated reports to track performance metrics.
  • Addressed data center issues, coordinating with relevant teams for resolution.
  • Managed pre-sale documentation to facilitate project requirements.
  • Adapted to shift work based on project needs and deadlines.

Education

Masters in Applied Management (BIS) - Business Information System

Future Skills
Auckland
04-2026

MBA General -

ANC University of West London
01.2021

BSc(Hons) - Software Engineering

Cardiff Metropolitan University
01.2019

Skills

Core competencies

  • Cloud Platforms: AWS
  • Programming & Scripting: Java, PHP, VB Scripts, HTML
  • Databases: Oracle, SQL
  • Data Analytics & Reporting: Microsoft Excel, Power BI
  • Robotic Process Automation (RPA): Blue Prism, Pega
  • Monitoring & Logging: Splunk
  • Collaboration & Documentation: Confluence
  • Project and task management: MS Project, Trello, project management tools (JIRA)
  • Effective Communication
  • Problem Solving
  • Time Management
  • Adaptability & Flexibility
  • Leadership & Team Coordination
  • Customer Service Orientation
  • Analytical Thinking
  • Attention to Detail

Certification

  • Certified Scrum Master (CSM) Scrum Alliance | 2023
  • Java Nottingham College of London | 2018
  • PHP Nottingham College of London | 2018

Disclaimer

I hereby declare that the particulars given above are true and correct to the best of my knowledge. T. Rakshika

Projects

🔹 BRITISH TELECOMMUNICATION – Infrastructure Monitoring & Support

A 24/7 enterprise-level environment supporting over 240 critical applications

Key Contributions:

  • Streamlined incident management workflows, reducing priority issue resolution time by 30%.
  • Created reusable communication templates for real-time stakeholder updates during outages.
  • Took initiative in improving log monitoring processes, enabling earlier detection of system faults.
  • Consistently ensured 99%+ uptime by proactively coordinating with infrastructure and support teams.

🔹 CIGNA – Robotic Process Automation Monitoring

Automation operations support for a global healthcare provider

Key Contributions:

  • Improved bot monitoring procedures, increasing bot uptime and reducing transaction failures.
  • Collaborated with DevOps to automate password expiry tracking, reducing manual work by 50%
  • Played a key role in refining SOPs and KT documentation, supporting the smooth onboarding of new team members
  • Provided tailored support sessions for users, enhancing automation adoption across departments

References

References available upon request.

Timeline

Project Co-ordinator

Virtusa
04.2024 - 08.2024

Software Engineer - Infrastructure Operations

Virtusa
10.2020 - 03.2024

Associate Engineer – Infrastructure Operations

Virtusa
04.2018 - 03.2020

Masters in Applied Management (BIS) - Business Information System

Future Skills

MBA General -

ANC University of West London

BSc(Hons) - Software Engineering

Cardiff Metropolitan University

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Rakshika Thushyanth