Summary
Overview
Work History
Education
Skills
Additional Work History
References
Tools & Technologies
Timeline
Generic

Roshen Sankha

Woodend,Christchurch

Summary

Dynamic IT professional with a proven track record at EROAD Limited, excelling in technical troubleshooting and root cause analysis. Adept at incident management and customer training, I consistently enhance user satisfaction and streamline processes. Recognized for effective communication and problem-solving skills, I drive continuous improvement in technical support environments.

Overview

12
12
years of professional experience

Work History

Technical Support Specialist

EROAD Limited
Christchurch
04.2022 - Current
  • Deliver expert technical support across phone, chat, and email channels, resolving issues related to EROAD's hardware and software platforms.
  • Excel in root cause analysis by meticulously troubleshooting and replicating customer-reported issues in both live and test environments.
  • Manage the entire incident lifecycle using Salesforce/Jira, from ticket creation and prioritization to escalation and proactive follow-up, ensuring timely resolution and customer satisfaction.
  • Serve as a key point of contact for complex technical queries, including auto-electrical/firmware diagnostics (EDR/GPS) and compliance issues related to NZTA road user charges (RUC).
  • Conduct testing on new system functionalities and troubleshooting tools, maintaining detailed logs to drive continuous improvement.
  • Empower customers by providing targeted training and creating knowledge base articles to improve system understanding and user adoption.

IT Business Analyst

Axienta Pvt Ltd
, Sri Lanka
12.2015 - 12.2016
  • Acted as the primary liaison between project stakeholders and development teams, facilitating clear communication and requirement elicitation through interviews, workshops, and documentation.
  • Authored key project documents, including User Requirement Specifications (URS), Software Requirement Specifications (SRS), and business cases for process improvements.
  • Managed project execution by defining project phases, estimating resources, and identifying and mitigating potential risks to ensure objectives were met on scope and on time.

IT Support Analyst

Axienta Pvt Ltd
, Sri Lanka
12.2013 - 12.2015
  • Provided comprehensive Level 1 and Level 2 technical support for proprietary applications and hardware, consistently meeting and exceeding SLA targets.
  • Investigated and resolved application issues by querying SQL databases and analysing error logs to identify root causes.
  • Developed and maintained customer-facing documentation and knowledge base articles, reducing recurring support requests.
  • Took full ownership of incidents and service requests, collaborating with testing and development teams to resolve bugs and implement customer-specific solutions.

Education

Bachelor of Science - Information Technology

Sri Lanka Institute of Information Technology (SLIIT)
Sri Lanka
01.2013

Skills

  • Technical troubleshooting
  • Root cause analysis
  • Incident management
  • SQL querying
  • Firmware diagnostics
  • Knowledge base management
  • Customer training
  • Effective communication
  • Problem solving
  • Time management
  • Customer service
  • Team collaboration
  • Process improvement
  • Attention to detail
  • Diagnostic protocol implementation
  • Remote diagnostics
  • Problem resolution
  • Software installation
  • Asset management
  • Telecommunications

Additional Work History

  • Cargo Warehouse Agent | Air New Zealand, Auckland | March 2019 – April 2022
  • Store Person | Eaton Hydraulics, Auckland | July 2018 – March 2019
  • Customer Service Team Member | Mitre 10 Mega, Kapiti/Invercargill | March 2017 – July 2018
  • Recipient of the Excellence in Customer Service Award, December 2017.

References

References available upon request.

Tools & Technologies

  • Salesforce.
  • Jira
  • Confluence.
  • Microsoft Teams
  • Microsoft SQL
  • Office 365.
  • QGIS
  • Rundeck

Timeline

Technical Support Specialist

EROAD Limited
04.2022 - Current

IT Business Analyst

Axienta Pvt Ltd
12.2015 - 12.2016

IT Support Analyst

Axienta Pvt Ltd
12.2013 - 12.2015

Bachelor of Science - Information Technology

Sri Lanka Institute of Information Technology (SLIIT)

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Roshen Sankha