Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Languages
Timeline
Generic

Gayomi Weerakoon

Swansea

Summary

Client-facing Application Support Specialist with extensive understanding of root causes for issues and appropriate solutions to problems. Purpose-driven professional with record as strong team player. Visionary professional considered a subject matter expert with different applications. Confident Application Support Specialist with exemplary expertise in providing direction during software programming.

Overview

10
10
years of professional experience

Work History

Lecturer, Psychology

Oxford Lanka Campus
10.2021 - 10.2022
  • Enhanced student comprehension by utilizing diverse teaching methodologies and techniques.
  • Promoted collaboration among students through group projects and presentations, fostering teamwork and communication skills.
  • Evaluated student progress through regular assessments, providing detailed feedback for improvement and growth.
  • Developed strong relationships with colleagues, collaborating on curriculum development and sharing best practices in teaching strategies.

Application Support Specialist

JOYISH Lanka
03.2018 - 10.2022
  • Played a crucial role in ensuring smooth day-to-day operations for two domains by taking charge of the technical aspects of the support services and provided necessary assistance to team members in resolving client issues in a prompt and accurate manner.

    - Streamlined operations by automating database checks and performing test automation using Toad for Data Analyst resulting in 1.5 hours saved daily.

    - Contributed to recruitment, capacity planning, and resource management activities.

    - Reviewed incoming issues and guided team members during technical impediments.

Application Support Engineer

EBuilder Sri Lanka
09.2016 - 02.2018
  • Provided guidance and mentorship to junior team members to ensure their effectiveness in issue resolution. Proven ability to streamline support processes within support team hierarchies, optimizing efficiency and enhancing client satisfaction.

    - Led the team to achieve various productivity gains, complete critical documentation tasks such as SOPs and procedures, and consistently achieve SLA compliance over 90%.

    - Drove significant efficiency improvements and standard uplifts within 6 months for the second-line team by leading process improvements, analyzing incidents, identifying enhancements, and implementing process changes.

    - Implemented efficient continuous improvement plans and technical training to reduce 50% of the incident backlog in first line team during on-site work.

Network Administrator

Department Of LGSC
10.2012 - 04.2013
  • Improved network efficiency by implementing and managing system updates and patches.
  • Enhanced network security through installation, monitoring, and maintenance of firewalls and antivirus software.
  • Reduced downtime with proactive identification and resolution of IT issues.
  • Optimized server performance by conducting regular audits, identifying areas for improvement, and implementing necessary upgrades.

Education

Master of Science - Artificial Intelligence

Swansea University
Swansea, United Kingdom
12.2023

MBA - Business Administration

University of Gloucestershire
Gloucester, United Kingdom
03.2021

No Degree - Psychology And Psychotheraphy

Oxford Lanka Campus
Sri Lanak
02.2020

Bachelor of Science - Information And Communication Technology

University of Sri Jayawardenepura
Sri Lanka
09.2017

Skills

  • Network Security Oversight
  • Technical Support
  • System Upgrades
  • Performance Improvements
  • Cloud Computing
  • Information Technology
  • Cross-functional Team Leadership
  • Analytical Skills
  • Teamwork
  • Problem Solving
  • Customer Experience
  • IT Service Management
  • IT Service Delivery
  • ITIL
  • Incident Management
  • Service-Level Agreements (SLA)
  • Service Delivery Management
  • Communication
  • Problem Management
  • Request Management
  • Change Management
  • SQL
  • SaaS
  • JIRA
  • Customer Service
  • Application Support
  • Coaching & Mentoring

Accomplishments

Excellence Conselor Award 2021 of Oxford Lanka Campus

Empoyee of the Year 2019 , 2021 Joyish Lanka

Best Student - AI Parthway 2023- University Of Swansea

Additional Information

Technical Skills:

  • Advanced proficiency in SQL and Python scripting
  • Experienced in database management and maintenance (MySQL, OracleDB)
  • Proficient in Windows, IOS and Linux operating systems

Customer Service Excellence:

  • Successfully managed a tech support team, reducing average resolution time by 30%.
  • Recognized for outstanding customer service, receiving the ‘Star Performer’ award in Q4 2021.

Project Involvement:

  • Key member in the CRM system upgrade project, ensuring seamless transition and user support.
  • Led a cross-functional team in a company-wide cybersecurity training initiative.

Training and Development:

  • Conducted regular training sessions for new hires on application troubleshooting and support protocols.
  • Developed a series of internal knowledge base articles for common application issues.

Volunteer Work:

  • Volunteer IT consultant for local non-profits, providing support and training on software management.

Soft Skills:

  • Strong communication skills, demonstrated through effective user training sessions and team collaboration.
  • Known for adaptability and quick learning in rapidly changing tech environments.

Languages:

  • Fluent in English

Ongoing Education:

  • Currently enrolled in a course on Advanced Network Security - expected completion in June 2024.

Languages

English
Professional Working

Timeline

Lecturer, Psychology

Oxford Lanka Campus
10.2021 - 10.2022

Application Support Specialist

JOYISH Lanka
03.2018 - 10.2022

Application Support Engineer

EBuilder Sri Lanka
09.2016 - 02.2018

Network Administrator

Department Of LGSC
10.2012 - 04.2013

Master of Science - Artificial Intelligence

Swansea University

MBA - Business Administration

University of Gloucestershire

No Degree - Psychology And Psychotheraphy

Oxford Lanka Campus

Bachelor of Science - Information And Communication Technology

University of Sri Jayawardenepura

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Gayomi Weerakoon