Roshan Perera Email & Phone Number

Edmonton, Ab, Ca

Surrey, British Columbia, Canada

Provide client support and technical issue resolution via E-Mail, phone, in person or through remote session if covering Helpdesk during high call volume. Maintain a high level of proficiency for MLS® applications and related products and services. Maintain a high level of proficiency in the suite of products and systems that CREA provides. This includes WEBForms®, REALTOR.ca, realtorlink.ca, REALTOR.ca mobile app, DDF, NAF etc.in order to support members. Competency with ticketing systems and Remote Management and Monitoring software (e.g. Autotask, Freshworks). Supporting services for Microsoft related technologies. Technical services, support and troubleshooting at the network level.

Surrey, British Columbia, Canada

Technical specialist that focuses on integrating information technology into businesses and showing clients how to use IT more efficiently to help reach objectives and targets.• Meticulous approach to work.• Attention to detail.• Capable of meeting high standards.• Good problem-solving skills.• Analytical and technical skills.• Effective time management skills to meet deadlines.• The ability to work under pressure.• The ability to multi-task.

Richmond, Bc

• The main responsibility of the Technical Support Representative is to work as part of the Service team to ensure customer satisfaction by providing training, troubleshooting and installation assistance for Vaisala software products.• Work with Windows-based monitoring systems and distributed Ethernet-enabled sensors deployed in networks that range from simple stand-alone systems to large enterprises.• Required to listen, understand and search for solutions to problems as part of a dedicated service team. Require significant verbal and written communication internally as well as externally with our extensive and diverse customer base.• Good understanding of serial communications (RS232 / 485) and serial modems.• Good understanding of virtualized environments.• Good understanding of wireless network communications.• Good skills in all Microsoft Office Applications.• An excellent telephone manner and customer relation skills.• Exceeded 90% resolution rate for customer cases in 72 hours.• Developed on-line customer solution database for Technical Support team.• Implemented a virtualized training environment for Technical Support team.• Implemented a virtualized test environment for Vaisala applications.• Provided specialized customer support for enterprise based clientele.• Assisted Vaisala development team improving hardware and sotware product lines.

To provide 2nd line technical support; answering support queries via corporate work order system. Installs, configures and troubleshoots desktop systems workstations, laptops, servers and network issues in a heterogeneous environment Provides service, maintenance and repairs of computers and peripheral equipment. Installs and support of client software applications and operating systems. Performs basic hardware diagnostics, routine moves, additions and changes. Installs, configures and wires up AV devices such as TVs, 5.1 systems, DVD players, video conferencing, and game consoles. Performs asset tracking and audits. Installs new software releases, system upgrades, evaluates and installs patches and resolves software related problems. Document configurations and operating standards and practices. Administrator of BOBJ legacy Active Directory User and Computer accounts. Administrator of BOBJ legacy SOX File servers.Selected Contributions:Researched and developed knowledge-base articles for Microsoft Outlook issues, resulting in an increase in first-call-resolutions of 20 additional calls per week that saved company $60K annually.Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%). Handled 20+ technical/mission-critical calls daily and consistently met high service standards.

To provide 2nd line technical support; answering support queries via phone, email and fax. Install, configure, and maintain computer workstations and servers within a Microsoft Windows environment. Install, configure and maintain peripherals and network hardware (i.e. printers, AV equipment, and Teleconference). Document configurations and operating standards and practices. Implement and monitor security policies. Perform data backup and recovery. Perform hardware and software upgrades as required. Configure and troubleshoot corporate email (POP3/Exchange).Selected Contributions:Selected to create new procedures to improve department productivity and train new team members.Supported clients during 24-48 hour Disaster Recovery tests assisting with migration to DR site.

To provide 1st line technical support; answering support queries via phone, email and fax. To maintain a high degree of customer service for all support queries and adhere to all service management principles. To take ownership of user problems and be proactive when dealing with user issues. To log all calls on the call logging system. Respond to enquiries from clients and help them resolve hardware or software problems. Maintain a log of any software or hardware problems detected. Support users in the use of Computer equipment by providing necessary training and advice. To allocate more complex calls to the relevant IT Support member. To arrange for external technical support where problems cannot be resolved in house.Selected Contributions:Independently resolved recurrent system lockup issues through diligent research.Coordinated and implemented Change Control in collaboration with technical teams.

Managed portfolios and banking needs of major clients. Developed relationships to increase product penetration and identified referral opportunities. Performed credit appraisals for clients; authorized account entries, implemented credit control.Monitored customer limits and updated customer records.Selected Contributions:Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.

Supervised day-to-day branch operations. Coached, developed, managed and scheduled staff. Provided administrative support and responded to client enquiries. Implemented product launches and marketing campaigns.Selected Contributions:Strive for one-call resolution of customer issues.Complete ongoing training to stay abreast of product, service and policy changes.

Member of the management team; ensured profitable growth and optimum customer service. Developed, administered and maintained a portfolio of client accounts. Provided credit assessment, risk analysis, account maintenance and investment advice. Enhanced client relationships and developed new opportunities.Selected Contributions:Deliver world class customer service and build customer satisfaction and loyalty.Provide effective and timely resolution of a range of customer inquiries.

Diploma, Finance

Bachelor, Economics