Hashan Jayathunga

Experience

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  BotCalm

  Jun 2017 - Oct 2020

  Service Desk Specialist

  • Responding to inquiries on incident and service tickets, providing updates, and conducting follow-ups for optimal customer satisfaction.• Operating within the ITIL service operation framework, monitoring live products in the production environment.• Delivering comprehensive IT support for client systems and associated infrastructure.• Accurately recording and documenting issue details to contribute to a robust knowledge base.• Escalating issues and requests to appropriate specialist support groups and actively participating in knowledge article creation.• Building strong relationships with specialist support groups to facilitate effective collaboration.• Working within Agile Scrum project management systems, managing tasks and ensuring efficient delivery within Sprint cycles.• Creating and deploying automated tools, enhancing internal tools, and executing deployments through pipelines like Jenkins, minimizing service interruptions.• Adept at troubleshooting issues to swiftly identify and address complex user, application, and system problems.• Contributing to operational excellence and delivering exceptional support to meet the dynamic needs of the IT environment. Show less

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  Pearson Lanka

  Nov 2020 - Jul 2021

  Intern_Product Technical Operations

  My roles were;• Actively real-time monitoring of systems• Maintaining ServiceNow incidents quality at a high- level while troubleshooting worldwide customer issues• Following and maintaining SO, CM, IM, PM procedures to provide quality- educational platforms• Developing tools to resolve commonly occurring customer issues on the database level.• Work closely together as a team by providing support to each other, supply timely concise responses to client support queries on workflow• Recognize and adapt to continually shifting priorities Show less

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  Pearson

  Jul 2021 - Sept 2022

  Associate Operations Engineer

  My roles are;• Responding to inquiries regarding the status of incident/ service tickets, and performing follow-ups.• Working under ITIL (Information Technology Infrastructure Library) service operation process and monitoring products that are live in the production environment.• Provide IT support for client systems and related infrastructure• Recording and Documenting accurately all details of the issues. • Escalating issues and requests to appropriate specialist support groups. Contributing to the facilitation of knowledge articles and user guides. • Building relationships with specialist support groups.• Creating Automated tools.• Working under Sprint base project management systems (agile scrum)• Perform internal tool enhancement and deployments through pipelines (Jenkins) without service interruptions. • Troubleshooting issues. Show less

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  Intellimorph

  Nov 2023 - now

  Live Support Specialist

  My Roles are;•Provide real-time support to clients via tickets and email, addressing technical issues and queries about the company's products with efficiency and accuracy.•Develop an in-depth understanding of our products/services to tailor solutions, enhancing customer satisfaction and loyalty.•Collaborate with the product development team to report bugs and suggest product improvements, ensuring feedback is integrated into the development cycle.•Implement and refine customer service protocols and procedures to enhance response times and the quality of support, including analyzing service trends for proactive issue resolution.•Scheduled and managed the scheduling of digital workers, ensuring efficient operation and timely execution of tasks. Proactively identify and troubleshoot any failures during runs, complete the rest of the steps of the digital worker, implement solutions to mitigate future issues and maintain operational continuity.•Develop comprehensive documentation on issues encountered and resolutions applied for each digital worker. This knowledge-sharing initiative facilitates team collaboration, enhances problem-solving efficiency, and fosters a culture of continuous learning within the team. Show less