Vidura Jayasekera Email & Phone Number

Adelaide, SA, AU

Adelaide, South Australia, Australia

• TSA Group are recognised as a market-leading CX company in technology, sustainability and call center operations.
• Providing excellent customer support by handling inbound inquiries through channels such as calls, and emails using Salesforce case management.
• Offering expert guidance and step-by-step instructions to customers, assisting them in resolving basic network issues and restoring connectivity.
• Engaging with potential customers, understanding their requirements, and delivering detailed information about Telstra's products, pricing, and ongoing promotions.
• Identifying customer needs and suggesting suitable Telstra products and services to fulfill those requirements, while also leveraging opportunities to upsell additional features or plans to maximize sales potential.
• Building strong relationships with customers by actively listening to their concerns, addressing any issues, and ensuring exceptional customer service throughout the entire sales process.

Sri Lanka

• Cake Engineering is a subsidiary Team of Mad Mobile, USA that creates groundbreaking products that are disrupting the restaurant and retail industries.
• Generated dashboards to evaluate efficacy and response times to incidents while meeting SLA’s.
• Conducted training sessions, created training documents, and encouraged a learning culture for the team.
• Actively participating in planning sessions for new projects or initiatives. Work closely with engineers, emphasizing critical issues during recurring weekly meetings to prioritize and address issues with a significant.
• Prepared weekly reports with statistics and presented them to the higher management.
• Conduct capacity planning to identify resource allocation needs through analysis of customer calls, inquiries, software and network issues, and ad-hoc requests during peak hours.

Colombo District, Western, Sri Lanka

• Sysco LABS is the innovation office behind Sysco, the No. 1 foodservice provider in the world.Continued the same title and the job responsibilities to CAKE Engineering which was part of the Sysco labs previously.
• Expertly troubleshoot, diagnosed, and resolved application, hardware system problems, and network emergencies across the entire customer base.
• Oversaw all areas of the CAKE product suite, including application, payments, network, and database aspects, ensuring a smoothly operated production environment.
• Deployed builds using Gitlab to test issues on different versions.
• Managed docker containers using Portainer to run the application smoothly.
• Assisted developers to stabilize the software by analyzing and presenting critical/ crucial data using Salesforce and Jira.

Sri Lanka

• Owned L3 Incident Management for USA based accounts via Calls, Emails, & tickets (JIRA, Salesforce, Outlook)
• Acted as the escalation point for prioritizing and troubleshooting technical and operational issues in coordination with internal and external teams
• Resolved network issues for clients, utilizing troubleshooting tools such as Ping, Traceroute, Ipconfig/Ifconfig, Nslookup, Whois, and Netstat. Provided effective solutions and optimizations for a Point of Sales (POS).
• Conducted log analysis and provide swift resolutions with root cause analysis while identifying trends and patterns of possible reoccurrence (Kibana, Splunk)
• Onboarded new customers to the platform and set up the hardware, configured the application system, operating system, and network settings to facilitate the Sysco application.
• Performed proactive server monitoring and alert configuration via tools (Nagios, AWS, Kibana) and dashboards (Grafana

Sri Lanka

• Proficient in database management and optimization, including troubleshooting customer data level issues using SQL tools such as Database Engine Tuning Advisor (DTA), Error logs, and System Stored Procedures.
• Developed and implemented optimized stored procedures to enhance the performance of the Human Capital Management (HCM) application when necessary.
• Successfully managed multiple projects concurrently, showcasing strong multitasking and organizational skills.
• Played a pivotal role in project success by ensuring seamless deployment and integration of a Human Capital Management (HCM) system Web Application with SQL Server using IIS.
• Delivered comprehensive training to end-users, enhancing their proficiency in utilizing the HCM system efficiently.
• Monitored and optimized database performance using SQL Trace, contributing to efficient system operation.

Bachelor Of Engineering (B.Eng.), Computer Software Engineering

Education record