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.• Accurately documenting and tracking customer interactions, issues, and resolutions in the Salesforce case management system for future reference and continuous improvement.• Promptly and efficiently resolving customer complaints or issues, utilizing troubleshooting skills and escalating complex problems to the appropriate departments when necessary, using Salesforce case handling.• Collaborating with internal teams, such as network technicians or engineers, when necessary to escalate and resolve complex network problems beyond the basic troubleshooting scope.

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 impact on the entire customer base.• 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.• Held complete ownership of a self-checkout project for a Meijer Inc. superstore chain in the United States of America. This included troubleshooting ongoing application-level issues by analyzing Linux system logs, manage docker containers using portainer. ( Mainly deploy docker containers and monitoring containers), Testing application features before the production with Meijer team.

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.• Followed up on root cause analysis and ensure the implementation of mitigating actions to prevent future incidents.• Identified organizational needs and initiate analysis, planning, and implementation of necessary projects to improve operations.KEY ACHIEVEMENTS Held ownership of 15 projects during my tenure, overseeing popular restaurants in the United States of America as Ike’s Love Sandwiches group and Gameday Fresh Grill. Provided comprehensive management and support for various modules, including POS systems, Restaurant online ordering systems, Restaurant reporting modules, Menu admin modules, and POS kitchen display modules across all 15 projects. Demonstrated proficiency in ensuring the successful implementation and operation of key components within each project.

• 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) system, ensuring timely resolution and enhanced network performance. • 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• Took ownership of serious complex customer issues and resolve them on time within the agreed SLA’s. • Developed in-house tools and scripts to improve the operational efficiency of the team (Python)• Incident Management: Manage critical incidents/outages by coordinating with internal and external parties to ensure timely resolution. Keep clients informed, track progress, and escalate issues to senior staff when necessary. • Contribute to post-mortem discussions following outages, identifying solutions to mitigate future Hardware, Application, or Network issues by addressing the root cause.

• 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 (Transact-SQL).• 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.• Utilized general tools to streamline processes and ensure optimal system performance.Key AchievementsUnder the project at Ooredoo Maldives, I resolved critical data level issues within the Human Capital Management (HCM) application, notably optimizing the Year-End Performance Review Bonus module. Developed and implemented targeted stored procedures to enhance the module's efficiency, ensuring seamless processing of year-end bonuses for employees in 2014. This accomplishment underscores my problem-solving skills and ability to deliver effective solutions for specific performance challenges within a complex application environment.Held ownership of key projects, including those with prominent organizations such as Maldives Transport and Contracting Company, MAS Clothing Sri Lanka, Sri Lanka Insurance Corporation, and HSBC Sri Lanka. Led end-to-end project management, from deploying the product to comprehensive customer training. Successfully delivered tailored solutions, showcasing a proactive approach and ability to navigate diverse project scopes within varied industries.