Ishan Arnold Email & Phone Number

Sri Lanka

Identify, scope, assess, and manage all risks associated with service contracts and/or service issues. A) Manage customer relationships at the appropriate operational level to ensure both the customer objectives are met. B) Ensure the team drives delivery excellence. Develop effective relationships with key members of the customer’s team to align objectives and drive joint initiatives. C) Identify and implement process improvements. D) Liaise with technology teams and customers on upgrade plans and other technical and non-technical activity plans.

Sri Lanka

Accountable for managing day-to-day service support operations, including support alignment, escalation management, facilitation of requirement gathering, and monitoring, analyzing, and identifying opportunities for continuous service quality improvements A) Support the fulfillment of the company vision for prompt and professional client services through motivation and leadership.B) Develop strategies necessary to achieve agreed-upon service levels. C) Manage the setup and delivery of services. D) Build effective liaisons to manage the transition from implementation to ongoing client delivery

Sri Lanka

As a Project Manager in product development, the role typically involves overseeing the entire lifecycle of product development projects and ensuring the successful delivery of the product to the internal support team. A) Project Initialization - Define Project Scope, Objectives and Deliverables - Identify the stakeholders and Prepare project plans accordinglyB) Planning - Draft a thorough project plan that outlines the tasks, deadlines, and resources needed. - Specify the roles and duties for the project. - Allocate resources. - Identify and manage risks and issues. - Create key performance indicators (KPIs) and project metrics. - Create a plan for change management. C) Resource management - Allocate responsibilities to team members. - Monitor Resource utilization. - Being the bridge between Vendor and Product teams.D) Time and Cost Management - Define clear milestones - Monitor Project progress - Develop a budget and track project expenses. - Project Budget report for the higher management. E) Leadership - Provide leadership to the team members F) Problem Solving - Monitor ongoing issues - Address issues to keep the project on track.

Sri Lanka

Performed and led the setup, configuration, and testing of customer instances to ensure proper functionality. Coordinated internal resources and third-party vendors for the flawless execution of projects. Conducted training sessions for customers on the product and tailored processes to meet their needs. A) Application Deployment and Training B) Customer Complaint Resolution: Handle and resolve escalated customer complaints promptly and effectively, ensuring customer satisfaction and maintaining product integrity. C) Technical Reviews: Assist in technical reviews with customers to address product-related issues, providing expert insights and solutions. D) Documentation: Document troubleshooting processes and problem resolution steps thoroughly to enhance existing protocols and standards. E) Preliminary Issue Analysis: Conduct preliminary analysis of issues and gather relevant evidence to facilitate further investigation by development teams. F) Implemented and configured Data Center (DC) and Disaster Recovery (DR) configurations. G) Responses and resolutions for Vulnerability Assessment and Penetration Testing (VAPT) findings. H) Conducted kickoff calls with new customers to initiate project engagements and establish collaborative milestones. I) Conducted internal team member training sessions and delivered presentations on new technologies. J) Introduced new applications and tools aimed at minimizing implementation issues. K) Improved internal processes related to licenses and document tracking.

Colombo, Western Province, Sri Lanka

Implemented and configured solutions in customer test and production environments. Provided onsite and offsite support to troubleshoot and diagnose customer-reported issues across various solution levels. Conducted user training and offered post-sales support as required. A) Application Deployment and Training B) Customer Complaint Resolution: Handle and resolve escalated customer complaints promptly and effectively, ensuring customer satisfaction and maintaining product integrity. C) Technical Reviews: Assist in technical reviews with customers to address product-related issues, providing expert insights and solutions. D) Documentation: Document troubleshooting processes and problem resolution steps thoroughly to enhance existing protocols and standards. E) Preliminary Issue Analysis: Conduct preliminary analysis of issues and gather relevant evidence to facilitate further investigation by development teams. Special Recognition - successfully onboarding Few Major Clients in different Regions.- Onsite Visit for overseas clients for implementation and Project Kickoff.

Sri Lanka

Implemented and configured solutions in customer test and production environments. Provided onsite and offsite support to troubleshoot and diagnose customer-reported issues across various solution levels. Conducted user training and offered post-sales support as required. A) Application Deployment and Training B) Customer Complaint Resolution: Handle and resolve escalated customer complaints promptly and effectively, ensuring customer satisfaction and maintaining product integrity. C) Technical Reviews: Assist in technical reviews with customers to address product-related issues, providing expert insights and solutions. D) Documentation: Document troubleshooting processes and problem resolution steps thoroughly to enhance existing protocols and standards.E) Preliminary Issue Analysis: Conduct preliminary analysis of issues and gather relevant evidence to facilitate further investigation by development teams.

Sri Lanka

As a Quality Assurance Engineer, I performed both manual and automated testing and developed comprehensive documentation pertaining to the product. In my role as a System Support Engineer, I assisted customers with technical support concerns and challenges, and facilitated the implementation of the final product in the UAT and production environments according to the customer's expectations. A) Application Testing - Develop and execute test plans - Perform functional, regression and performance testing.- Manage Releases. - Documentation Preparations - SRS ,Functional Document and User guides B) Application Support - Application implementation (roster basis) in Windows and Linux environments. - Client Interaction and Implementation on Production and UAT- User Guide and Release package preparations. - Server and Device configurations. - Post application support

Sri Lanka

As a QA Engineer, I performed manual testing and developed comprehensive documentation pertaining to the product and closely worked with QA Lead and QA manager. My core responsibilities encompassed the execution of test cases and test plans, along with the submission of test results to both the QA Lead and the Development Lead. - Develop and execute test plans for ECM solutions. - Perform functional and performance testing.- Manage Releases. - Functional and technical support after implementation.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor'S Degree, Information Technology