Dilum Samarajeewa Email & Phone Number

Colombo, Western, Sri Lanka

• A deep understanding of the company's products and services to effectively support customers and resolve technical issues.• Took ownership of troubleshooting product issues and bugs, providing end-to-end solutions and resolutions.• Assisted customers in achieving their goals by offering guidance on best practices and responding to product-related inquiries.• Familiar with ticketing and helpdesk systems Zendesk and JIRA to manage and track customer inquiries and issues.•… Show more • A deep understanding of the company's products and services to effectively support customers and resolve technical issues.• Took ownership of troubleshooting product issues and bugs, providing end-to-end solutions and resolutions.• Assisted customers in achieving their goals by offering guidance on best practices and responding to product-related inquiries.• Familiar with ticketing and helpdesk systems Zendesk and JIRA to manage and track customer inquiries and issues.• Effectively managed and prioritized a backlog of support tickets, consistently meeting or exceeding response time and resolution targets.• Collaborated seamlessly with. cross-functional teams, such as engineering and product development, to address complex technical challenges• Creating and maintaining documentation, including requirement documents, troubleshooting guides, and knowledge base articles for internal and external use.• Actively gathered valuable product feedback from users and relayed it to the engineering team, contributing to product improvements and enhancements.• Provided customer training sessions to ensure users were proficient in using the product. Show less

Colombo 05, Sri Lanka

• Oversee a small number of a support team• Oversee the QA team in Sri Lanka• Provide training and onboarding to new customers to help them get started with the software.• Respond to the support tickets (Zendesk) within the given SLA and resolve the issues.• Create and modify InDesign templates to be used within Typefi publish projects.• Work with Professional Service Engineers to brief and QA new customization.• Document customer solutions on the Typefi internal wiki… Show more • Oversee a small number of a support team• Oversee the QA team in Sri Lanka• Provide training and onboarding to new customers to help them get started with the software.• Respond to the support tickets (Zendesk) within the given SLA and resolve the issues.• Create and modify InDesign templates to be used within Typefi publish projects.• Work with Professional Service Engineers to brief and QA new customization.• Document customer solutions on the Typefi internal wiki (JIRA).• Improves operations by conducting systems analysis recommending policies and procedures.• Provide training and onboarding to new customers to help them get started with the software Show less

Colombo 05, Sri Lanka

• Troubleshoot and resolve customer technical issues related to Typefi software and integrations.• Respond to the support tickets (Zendesk) within the given SLA and resolve the issues.• Provide feedback to the development team regarding software bugs and customer requests for new features.• Create and modify InDesign templates to be used within Typefi publish projects.• Work with Professional Service Engineers to brief and QA new customization.• Document customer solutions… Show more • Troubleshoot and resolve customer technical issues related to Typefi software and integrations.• Respond to the support tickets (Zendesk) within the given SLA and resolve the issues.• Provide feedback to the development team regarding software bugs and customer requests for new features.• Create and modify InDesign templates to be used within Typefi publish projects.• Work with Professional Service Engineers to brief and QA new customization.• Document customer solutions on the Typefi internal wiki (JIRA).• Improves operations by conducting systems analysis recommending policies and procedures.• Provide training and onboarding to new customers to help them get started with the software Show less

Colombo 02, Sri Lanka

• Provide troubleshooting and technical support via e-mail, phone and chat.• Consult support developers for support tasks estimations• Coordinate and follow up with developers until the support task is completed• Prepare AWS hosting proposals • Monitor the AWS servers.• Monitor web site health from alert monitoring system.• Configuring and trouble shoot IIS• DNS management - A records, MX records, TXT record, SPF records• Installing SSL certificates.• Domain… Show more • Provide troubleshooting and technical support via e-mail, phone and chat.• Consult support developers for support tasks estimations• Coordinate and follow up with developers until the support task is completed• Prepare AWS hosting proposals • Monitor the AWS servers.• Monitor web site health from alert monitoring system.• Configuring and trouble shoot IIS• DNS management - A records, MX records, TXT record, SPF records• Installing SSL certificates.• Domain renewals/transfers• Maintain the Netstarter CMS• Document procedures taken when identifying/resolving client issues in wiki (JIRA)• Administer the ticketing system (Zendesk)• Provide superior customer service. Show less

Rajagiriya, Sri Lanka

Provided technical support for the following client:• NBC Universal, USA – Infrastructure & Application Support Duties: - Provided 1st line technical support, answering support queries via phone, email & chat. - Resolved the data flow issues between target systems. - Identified problems and opportunities, and championed solutions. - Investigated and resolved complex problems related to supported technologies. - Ensured… Show more Provided technical support for the following client:• NBC Universal, USA – Infrastructure & Application Support Duties: - Provided 1st line technical support, answering support queries via phone, email & chat. - Resolved the data flow issues between target systems. - Identified problems and opportunities, and championed solutions. - Investigated and resolved complex problems related to supported technologies. - Ensured that incident and problem management processes and procedures are followed and adhered to standards. - Monitored application performance and assisted with technical support - Monitoring and maintenance of NBC Production and Media servers - Monitoring Live StreamsAlso supported following clients in an infrastructure capacity:• Robert’s Awnings & Signs, Canada - Infrastructure Support• Belmont Meats Ltd, Ontario - Infrastructure Support • Barrick Gold Corporation, USA - Windows Server Patch Management• NBC Learn, USA - Customer SupportDuties: - Monitoring & maintenance of production servers - Windows update management - System health check - Cooperate protection management - Monitor System backup & Exchange Backup - Event log monitoring & management Show less

Colombo 03, Sri Lanka

Provided technical support to Canada, US & UK based customers.Duties:• Provided 1st line technical support, answering support queries via phone, email & chat• Remote User Support• Microsoft Tech Support• Home Network and Wireless Support• Computer Performance and Optimization• Virus & Spyware Removal• Data Backup & Recovery• Advised users on appropriate actions• Administer ticketing system

Rajagirirya, Sri Lanka

Provided technical support over 800 users via in person and remotely Duties:• Provided 1st line technical support, answering support queries via phone, email & in person• Remote administration and management of customer premises equipment• Escalate issue to the level 2 support if necessary• Carrying out user administration and set up• Recording action faults as reported on: PC’s, servers, laptops and mobile• Determining the nature of faults and the steps… Show more Provided technical support over 800 users via in person and remotely Duties:• Provided 1st line technical support, answering support queries via phone, email & in person• Remote administration and management of customer premises equipment• Escalate issue to the level 2 support if necessary• Carrying out user administration and set up• Recording action faults as reported on: PC’s, servers, laptops and mobile• Determining the nature of faults and the steps required to rectify it• Creating and maintaining email profiles for users• Creating and administrating Microsoft Exchange email accounts• Document and maintain Help Desk policies and procedures• Train and supervise other support engineering staff• Track, monitor and report on all Help Desk incidents within defined customer service levels• Managing users in Active Directory• Worked within a TCP/IP network environment, including DHCP, DNS and Ethernet• In-depth knowledge of Microsoft Windows client operating systems ( XP, Vista, Windows 7) • Thin Client Deployment• WSUS• Troubleshooting & installing Windows Office packages• Troubleshooting & installing printers (Laser & Dot-matrix)• Troubleshooting Internet connections• Administer help desk software• Advised users on appropriate actions• Research questions using available information resources• Evaluation of company hardware and software Show less

Bsc (Hons) Information Technology

Honours - Second Upper Class

Advanced Diploma In Computer Studies

NCC

Diploma In Computer Studies

NCC & UCLES

Ordinary Level