Pratheepan Kunaratnam
Mississauga,ON
Summary
Insightful Information Technology Manager with 23+ years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
23
23
years of professional experience
Work History
Senior Technical Manager
Softwatch Infosys (Pvt) Ltd.
04.2009 - Current
- Organized system operating procedures to strengthen controls.
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Developed technical requirement documentation for new software products.
- Enhanced interfaces to promote better functionality for users.
- Investigated system issues and implemented resolutions to reduce downtime.
- Recommended technology upgrades to improve client security.
- Increased customer satisfaction ratings to 75%.
- Developed and implemented training initiatives for new hires.
- Managed customer contact center with 10 support representatives.
- Analyzed and developed service goals for in-bound call center.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Communicated regularly with customers concerning data exchange and technology integration.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Computer Lab Demonstrator
Institute Of Human Resource Advancement
10.2013 - 12.2013
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Graded and evaluated student assignments, papers, and course work.
- Planned and implemented integrated lessons to meet national standards.
- Evaluated students' understanding of course material through examinations and in-depth essay writing.
Demonstrator
Institute Of Human Resource Advancement
11.2012 - 03.2013
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Incorporated multiple types of teaching strategies into classroom.
- Graded and evaluated student assignments, papers, and course work.
- Helped students explore concepts with engaging, learning-focused activities.
- Evaluated students' understanding of course material through examinations and in-depth essay writing.
IT Consultant
People In Need
05.2008 - 02.2009
- Planned and developed interfaces that simplified overall management and offered ease of use.
- Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
- Developed clear specifications for project plans using customer requirements.
- Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
- Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
- Implemented and managed operating systems and software, security systems and intrusion detection systems.
- Inspected equipment, assessed functionality and optimized controls.
- Contributed to project cost estimates and budgets based on assessment of client needs.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
- Created service level agreement for IT operational functions and help desk operations.
- Evaluated project requirements and specifications and developed software applications that surpassed client expectations.
Systems Engineer
Softwatch Infosys (Pvt) Ltd.
08.2000 - 06.2008
- Documented system configuration, mapping and processes.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Conducted end-user reviews for modified and new systems.
- Delivered helpdesk service and support to customers.
- Completed software updates and assessed security patches for optimized computer use.
- Checked for accuracy and functionality during implementation of new systems.
- Researched software and systems products to determine purchase recommendations.
- Assisted employees with resolving network problems at remote locations.
- Negotiated with vendors, outsource and contractors to secure contracts and set SLAs.
- Optimized networked software and operating systems by applying updates and patches.
- Configured, installed and upgraded SQL databases.
- Integrated database and backup servers into enterprise systems.
- Improved and deployed billing automation, accounting and real-time reporting and analytics capabilities.
- Implemented networking and server changes to meet client budgets and needs.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Managed and monitored installed systems for highest level of availability.
- Designed and implemented system security and data assurance.
- Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Oversaw development and maintenance of organization computer systems and intranet.
Education
Bachelor of Science - Computer Science
The Trinity College And University
Dover, Delaware12.2001
No Degree - Diploma in Computer System Design
National Institute Business Management
Colombo, Sri Lanka08.2000
Skills
- Resource Allocation
- Stakeholder Management
- Network Administration
- Technical Leadership
- Client Needs Assessment
- Helpdesk Administration
- User Training
- Technical Guidance
- Skilled in Troubleshoot Computers, Servers, Printers
- Proficient in Windows Server Linux
- Helpdesk Support
- Technical Consulting
- Equipment Management
- Test Equipment
- Technical Direction
- Project Management
- Vendor Management
- Staff Development
- Problem Solving
- Decision Making
- Inventory Control
- Organizational Skills
- Vendor Relations
Languages
English
Professional Working
Tamil
Native or Bilingual
s
Elementary
Timeline
Computer Lab Demonstrator
Institute Of Human Resource Advancement
10.2013 - 12.2013
Demonstrator
Institute Of Human Resource Advancement
11.2012 - 03.2013
Senior Technical Manager
Softwatch Infosys (Pvt) Ltd.
04.2009 - Current
IT Consultant
People In Need
05.2008 - 02.2009
Systems Engineer
Softwatch Infosys (Pvt) Ltd.
08.2000 - 06.2008
Bachelor of Science - Computer Science
The Trinity College And University
No Degree - Diploma in Computer System Design
National Institute Business Management
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