Buddhi De Silva Email & Phone Number

Jyväskylä, Fi

Finland

Working in our support system. Picking up and being assigned new tickets and following upon existing ones.Answering customers on tickets.Working on identifying solutions for customers.Troubleshooting potential bugs and configuration issues. Reproducing and reporting issuesin the product.Working on local servers as well as cloud, setting up instances locally and online fortroubleshooting, work around and learning purposes.Keep on top of existing product features, limitations and implementations as well as theroadmap for our products.Collaborating with the Refined team - supporters, developers, and testers - to solve issues.Writing documentation for support purposes.Working according to the Refined Support Values.Enhance existing processes through innovation and operational adjustments. Initiate and kickstart the incident management process.Offer insights and strategic recommendations to leadership in times of incidents. Continuously assess standard operating procedures and protocols to guarantee that the support Team effectively fulfills operational needs.Contribute to the company's growth by actively engaging in brainstorming sessions with the dedicated growth team.

Colombo, Western, Sri Lanka

Lead a group of operations engineers responsible for 24×7 monitoring of Cake global infrastructure and applications.Be the point of contact and the one responsible for monitoring operations during the shift.Manage individual and shift performance to consistently meet performance standards.Work with internal and external stakeholders to onboard new applications and services into the Enterprise Monitoring scope.Manage the training, development, and retention of team members.Influence and improve upon existing processes through innovation and operational changes.Provide information and tactical recommendations to leadership during incidents.Regularly review standard operating procedures and protocols to ensure Enterprise Monitoring Team effectively meet operational requirements.Conduct regular 1:1 briefings with direct reports and assign responsibilities, with a focus on their performance improvements and career developments.Desire to learn and develop all necessary technical skills.

Colombo, Western, Sri Lanka

Providing frontline support through the troubleshooting of technical issues.Identifying, researching, and resolving complex application, network, platform and cloud-based connectivity issues.Ensuring that merchant systems are fully operational, and any loss of service is restored in a timely manner.Engaging and coordinating with clients, upper-support levels and engineering levels during the issue resolution process.Application release planning and device upgrades.Liaising with merchants directly to help resolve technical issues and provide real time training and assistance.Monitoring and proactively managing application issues and escalating platform issues to relevant internal parties.Work on a 24/7 roster to support our customer base.

Colombo, Sri Lanka

Conducted operational demonstration related to CAKE products which include a range of Restaurant Management systems such as the POS systems, Online Ordering and Guest Manager systems to Customers explaining how they can use CAKE products to improve their business model.* Conducted site visits to customers' restaurants and plan and design, network as per the requirements.* Evaluated existing systems and the network plans to determine effectiveness and suggested changes according to the new technologies in the world to meet customer's requirements.* Configured the network as per the requirement of the CAKE products.* Conducted trainings for all users of the system, including owners, management and staff.* Actively conducted troubleshooting / escalation network & system related issues with vendors.* Secured systems and networks by implementing access controls, evaluation and maintaining incident documentations.* Managed & supported all the system & network related faults, inquiries, configuration changes and upgrades.* Proactively worked with engineers to fix emerging bugs in the application.* Addressed issues that obstruct the business due to non-availability of systems and made necessary plans to make them available with minimum down time.* Provided technical guidance and support for the development and troubleshooting of systems and network.

- Maintenance of Network and the Server (windows server 2008)- Engage with issues that emerge on the network and server- Enhance the network as the requirements of the office- Maintenance of computers and application support- Installing the needed software for the computers- Keep all the computers in working condition- Handle IT procurement- Gives Helpdesk support for IT infrastructure of all projects of SMEC and OCYANA around Sri Lanka- Solely manages the IT of SMEC International, South Asia and Middle East regional office located in Colombo

Maintenance of the website and E-Learning System- Updating the current website with the new events- Create new Banners for the website using Photoshop CS6- Create New Courses on ELearning system- Create new users for the students and lecturers for the ELearning system- Manage Courses, Course contents and users of the e-learning system- Conduct training sessions for the students and lecturers with regard to the use ofE-learning system- Work with the hosting providers to overcome the emerging issues with the websites hostsMaintenance of Network and the Server (windows server 2008)- Engage with issues that emerge on the network and server- Enhance the network as the requirements of the officeMaintenance of Computer labs comprised with 200 Computers- Installing the needed software for the lab sessions- Keep all the computers in working conditionCoordinate with the companies for warranty claims of Computers, Printers, Switches and routers- Helpdesk support for IT infrastructure

Promoted as IT Assistant

Post Graduate Diploma, Management Information Systems, General, Pass

Bachelor’S Degree, Management Information Systems, General, Second Class Honours Grade I