Customer Service It Support

Nadeesha Amaratunge

**** **** ********* ****, ******, CA92867; 714-***-****, ***********@*****.***

PROFESSIONAL SUMMARY

Technical customer service during and after implementation, project management, analytical, strategic thinking, problem-solving, interpersonal, communication, collaboration and coordination skills.

Extensive knowledge of software development methodologies, and QA testing.

Active Directory, Group Policy, Scripting languages - PowerShell, Python, IBM DB2, Unix, Linux, JavaScript, Oracle, XML, MySQL, HTTP, SFTP and API interactions.

Knowledge of Statistics, AI and Data Science. Knowledge of gaming software compliance with implementation.

IT support experience in educational institutes, banking institutes, health institutes, retail and casino industries.

WORK EXPERIENCE

Glory Global Solutions Inc. Watertown, WI (Remote work)

Oct 2008 – Nov 2023

Software Support Specialist

•Provided customer service to answer technical questions about how the cash automated system works, and to help resolve customer usage difficulties via telephone, email, and remote connections to customers’ live system.

•Conducted and coordinated software implementations for new customers and system upgrades for existing customers.

•Worked with customers during and after product integrations using problem-solving techniques such as analyzing product release notes, and programming code for clues.

•Provided support for database connectivity, data, and security-related issues.

•Liaison with account managers, product managers, project managers, and customers’ IT managers successfully presented technical concepts and technical requirements for software and hardware integration solutions.

•Planned and managed multiple projects simultaneously providing status reports to key stakeholders.

•Reviewed compliance and service agreements with customers ensuring adherence to relevant laws, regulations, and industry standards within the service delivery process; essentially.

•Owned and managed documentation for training and development.

•Maintained routine advanced administrative procedures.

Megasys Inc. Fullerton, CA

Aug 2006 – Dec 2007

Technical Support Engineer

• Provided product support to current and piloting customers of loan servicing software. The finance companies were small to mid-sized.

• Designed and implemented innovative solutions for software operational issues such as reporting connectivity and integration needs.

• Analyzed and compiled user data to present to key stakeholders.

• Provided business requirements and technical specifications to produce an object-oriented web application.

• Collaborated with the marketing department to provide quality assurance testing of the GUI and SEO structures.

Kaiser Permanente Orange County, CA (Field work)

Sep 2005 – July 2006

Desktop Consultant

Managed and performed Windows updates in multiple regional offices and facilities.

Developed plan of action (POA) for PC imaging, back up and deployment to create a seamless transition.

Created an online inventory database for PCs.

Documented detailed deployment plans.

Configured and managed domains.

Managed and deployed Google Apps.

Developed POA for seamless wave transition from MS Outlook to Google Apps.

Assembled and oversaw usability test groups.

Captured user experience data and developed tutorials and trainings.

Lead trainer of new technologies for associates in three regional offices enabling the implantation of new technologies in several medical facilities involved in the program.

Support Concepts Inc. Buena Park, CA (Call Center)

Jan 2004 – Sep 2005

Technical Support Agent

Maintained, supported, and enhanced wireless network devices and related services.

Performed software and hardware demos and training to customers.

Developed and modeled business processes for software purchasing and firmware approval.

Significantly increased organization’s visibility from regional to national via national webcast resulting in the creation of new revenue.

Sushi Teri

Jan 2003 – Jan 2004 Santa Barbara, CA (On site work)

Systems Analyst

•Analyzed the current business process.

•Prepared workflow diagram to show the business functions.

•Designed necessary screen functionality such as forms and reports.

•Maintained, supported, and enhanced IT needs and daily functions of Sushi Teri including websites and e-commerce applications.

•Created user manuals for training and development.

University of Wollongong Wollongong, NSW, Australia (https://www.uow.edu.au/)

Mar 2000 – Nov 2002

Helpdesk Support Services and Micro Computer Laboratory Supervisor

Provided onsite support to students and staff with connectivity, printing and visual aid media issues.

Liaison with all faculty staff and different levels of end users provided leadership to effectively scope, plan, control, execute and close projects on time and within budget.

Holcim Lanka Ltd. Colombo, Sri Lanka (https://www.holcim.com/)

Dec 2001 – Feb 2002

Computer Systems Administrator Intern

Oversaw and coordinated software implementation in the training lab.

Designed and implemented advanced solutions of proprietary software including hardware devices, TCP/IP and IIS implementation.

Provided status reports of the implantation project to key stakeholders.

Worked on vas product deployments, system upgrades, and data migration in preparation for training.

EDUCATION

University of Wollongong, NSW, Australia (https://www.uow.edu.au/)

Bachelor of Information and Communication Technology (Class of 2002)

Specialized in Business Information Systems

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