Thomas Fernando

• Experienced IT Support Specialist with a strong background in managing and improving support systems for POS-related companies.
• Successfully implemented new features and streamlined processes in Zendesk ticketing system, significantly reducing backlog and enhancing customer support.
• Proven ability to resolve client issues by visiting customer sites and maintaining strong customer relationships.
• Expert in implementing customer surveys, handling JIRA / Azure DevOps ticketing systems assignments, and cutting down unnecessary costs by optimizing remote support.
• Skilled in conducting monthly meetings with super users and support teams, balancing workload, and creating comprehensive support documentation.
• Proficient in implementing KPIs and evaluating team performance through detailed report analysis.
• As part of my role, conducting training sessions on customer service and POS system-related technology, focusing on enhancing team skills and understanding.
• Also, I was fully responsible for demonstrating these technologies to clients, ensuring they were well-informed about their functionalities and benefits.
• Developed and delivered comprehensive training materials and workshops, assessed their effectiveness through feedback, and provided ongoing support to address any questions or issues.
• Oversaw the team to ensure effective performance and adherence to operational goals.
• Maintained zero downtime by implementing strategies for continuous system availability.
• Ensured compliance with SLA standards through performance monitoring.
• Conducted regular monthly and weekly meetings to review performance and address issues.
• Evaluated engineer calls on a weekly basis to analyze metrics and provide feedback for improvement.

• Managed teams to ensure resource fitness and problem resolution.
• Provided technical support for applications, identifying and analyzing issues to recommend effective solutions and workarounds.
• Prepared precise management reports and documented support services based on each application's functionality.
• Administered plug-ins, service packs, and new versions for improved services, addressing implementation issues with short-term and long-term solutions.
• Conducted monthly meetings for production release updates and support status and balanced workload and headcount within the support team.
• Effectively managed day-to-day workload and schedules for team members.
• Implemented KPIs and regularly monitored team performance to ensure targets were met.
• Prepared rosters and assigned tasks to engineers based on skill sets and workload.
• Analyzed team performance metrics and generated insightful reports to drive continuous improvement.
• Provided round-the-clock support and guidance to team members, ensuring operational readiness and swift issue resolution.

Provided technical guidance and support to application support engineers.

Managed local and cloud databases, focusing on MongoDB and MS SQL.

Collaborated with subject matter experts to align systems with evolving business needs.

Partnered with development teams to enhance application stability and resolve recurring issues.

Supervised Jira administration for the development team, facilitating test case creation and execution during UAT.

Conducted root cause analysis to implement preventative measures, minimizing downtime.

• Developed comprehensive documentation to support effective communication with stakeholders.
• Executed continuous improvement initiatives to optimize service delivery.

• In this position, I was responsible for managing technical support and documentation related to POS systems and software.
• My duties included preparing user manuals and various reports, conducting User Acceptance Testing (UAT), creating test cases, and managing software releases.
• I handled bug tracking through JIRA, coordinating with relevant authorities to resolve issues efficiently.
• Additionally, I supported foreign clients, managed POS machine breakdowns, and worked with developers and business analysts to address and resolve technical problems.
• I also answered incoming calls, providing prompt and effective support to resolve client inquiries and issues.
• My role involved Level 1 troubleshooting for hardware and software, including POS systems, Windows, network problems (TCP/IP and server issues), SQL Server, and mobile platforms.
• I managed IIS servers and ensured support tickets were created and handled according to SLA standards.
• Respond to client concerns, offer prompt and efficient solutions, and investigate options within specified time frames.
• Ensure that the databases and CRM include correct client information.
• Systems for installing, maintaining, and supporting enterprise-level applications.
• Investigate, identify, diagnose, troubleshoot, and find possible solutions to problems.
• Create SQL scripts to manipulate data and create bespoke reports.
• Using JSON, create and edit bills and other templates according to customer specifications.
• Sort and organize several open concerns according to their importance and urgency.
• To increase satisfaction, develop a good relationship with customers.
• Find, produce, and maintain articles for the knowledge base.

• Managed and coordinated various technical and maintenance tasks, including preparing user manuals, internal and external documents, and reports.
• Oversaw preventive maintenance and upgrades for ATMs, including scheduling, budgeting, and coordinating with customers and engineers.
• Generated and analyzed reports on breakdowns, downtime, and cash shortages.
• Supervised the team, handled UAT testing, and created test cases.
• Managed software bugs by creating JIRA tickets and assigned them for resolution.
• Performed Level 1 troubleshooting for ATM hardware and software, including Windows and network issues, and communicated with bank IT departments.
• Created and managed support tickets according to SLA standards, provided remote support, and checked customer visit reports.
• Supported multi-lingual communication, handled remedial calls, and performed field-level repairs on ATM modules.
• Managed Windows migrations, new installations, and upgrades, and provided support for PCs, printers, and network issues.
• Administered Windows Server 2019, including Admin Center, AD DS, RSAT, and DHCP.

• As a Technical Support Executive, I managed ATM preventive maintenance and upgrades, including scheduling and customer coordination.
• I generated and analyzed reports on system performance and cash shortages, supervised a team, handled UAT testing, and managed software bugs using JIRA.
• I performed Level 1 troubleshooting for ATM hardware, software, and network issues, ensured SLA compliance for support tickets, and provided remote assistance.
• I also handled customer-related calls and communication in multiple languages.
• Additionally, I conducted field visits for on-site support and repairs, and administered Windows Server 2019 while supporting PC and network troubleshooting.