SUVARKA PIRATHEEPAN

Project: Sailsubham Booking Application. https://booking.sailsubham.com/

• Acted as the Front Office point of contact for the Ferry Ticket Booking System, providing real-time application support to ensure seamless customer bookings and payment processing.
• Monitored and resolved issues related to ticket availability, pricing updates, and booking confirmations, ensuring high uptime during peak hours of operation.
• Performed root cause analysis to identify issues and limit repeat reoccurrence.
• Collaborated with international development teams on resolving faults and bugs, maintaining effective communication and accurate reporting on ticket status and resolution.
• Provided technical guidance and troubleshooting support during software installations, updates, and rollouts, contributing to seamless software operations.
• Utilized SQL Server for database queries and log analysis, enabling quick identification and resolution of data-related issues.
• Used Jira to track support tickets and document actions.
• Backend Development: Designed and implemented backend services using .NET and C#, ensuring scalable and high-performance APIs for the application.
• Tested and implemented new features to identify and resolve bugs.

IYCONNECT Practice Management Software. https://iykons.com/IYConnect

• Provided End-User Support: Delivered expert technical support for IYCONNECT, assisting clients in managing workflows, team communication, and client work delivery through the platform.
• Resolved Client Issues: Diagnosed and resolved 30+ technical issues per month, including system bugs, user errors, and feature requests, improving system uptime to 95.8%.
• System Configuration: Customized the platform to align with specific client needs, ensuring smooth integration and adoption for managing their practice effectively.
• Training & Documentation: Conducted training sessions for new users, providing guidance on platform features, and created user manuals and troubleshooting guides for client reference.
• Incident Management: Handled 30+ support tickets monthly, achieving an average response time of 2 hours, with a resolution time of less than 24 hours for most issues.

• Resolved high-priority issues across multiple ERP modules, ensuring minimal downtime for clients
• Provided technical mentoring to junior support engineers, resulting in a 25% improvement in first-call resolution rates.
• Collaborated with the development team to address recurring system bugs and implement long-term fixes.
• Led system monitoring and proactive issue identification, resulting in early detection and resolution of 30% more issues before they impacted customers.
• Assisted with ERP updates, system configurations, and customizations to meet client needs.

• Managed and guided a team of 8 developers to maintain a high-quality ERP product, reviewed specifications, and provided strategic guidance, resulting in a 30% improvement in project delivery times and a 25% increase in product quality.
• Analysed and fixed reported system bugs, enhancing system robustness and reducing customer-reported issues by 60%.
• Developed new functionalities for the newspaper industry using C# code.
• Enhancing system functionality as per customer request and maintaining version control
• Planned data structure design of several general areas of the ERP system namely financial, sales, and purchasing.
• Documented standard development procedures and trained new personnel on requirements.
• Streamlined development processes with thorough debug testing.