Uditha Viraj Ranaweera
Edmonton,AB
Summary
Experienced IT support professional with over eight years in desktop and software support, specializing in Government sector. Proficient in troubleshooting, implementation, repair, and maintenance of computing devices, printers, peripherals, and deskside applications. Adept in providing advanced technical support, managing escalations, and resolving complex technical issues. Known for strong customer service, effective time management, and excellent problem-solving abilities.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Deployment Analyst
Ministry of Service Alberta
04.2019 - Current
- Delivered deskside and remote technical support for over 500 users, resolving issues related to hardware, software, and peripherals.
- Acted as an escalation point for Deployment Support, addressing complex technical issues and ensuring timely resolutions.
- Conducted troubleshooting and repairs on computing devices and printer equipment, adhering to strict GOA IT standards.
- Collaborated with senior staff to implement solutions for challenging problems, reducing downtime and improving system efficiency.
- Demonstrated effective communication and conflict resolution, resulting in a customer satisfaction rate of 95%.
- Ensured compliance with GOA information and privacy legislation, including GOA Information Privacy and Information Security policies.
- Minimized risks associated with deployments by conducting comprehensive risk assessments prior to implementation activities.
- Leveraged analytical skills to identify trends in deployment success rates, providing valuable insights for future initiatives.
- Continuously updated knowledge of industry best practices and emerging technologies, applying this expertise to enhance the deployment process for clients.
- Managed project timelines and resources effectively, ensuring on-time delivery of critical deployments.
Customer Engineer
NCR Corp Canada
12.2016 - 03.2019
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
- Install, configure, and test NCR hardware and software, including PCs, ATMs, POS systems,large system printersand other retail or banking solutions.
- Set up equipment according to specifications and client needs, ensuring optimal performance.
- Provide system integration services for multi-vendor environments.
- Diagnose, troubleshoot, and repair hardware and software issues on-site, over the phone, or remotely.
- Perform preventive maintenance to ensure equipment operates reliably and efficiently.
- Replace or repair faulty components such as motherboards, hard drives, screens, and other technical parts.
- Answer customer inquiries, provide guidance on product usage, and offer solutions to operational issues.
- Deliver high-quality service to maintain strong client relationships and ensure satisfaction.
- Stay up-to-date with new products, software updates, and best practices to enhance service quality.
- Adhere to NCR’s safety standards and protocols when handling equipment and interacting with customers.
Ensure compliance with security protocols, particularly for financial products like ATMs. - Collaborate with team members and senior engineers to address complex issues and share best practices.
- Participate in regular team meetings to discuss ongoing projects, customer feedback, and technical updates.
Customer Support Engineer
Data Management Systems (Pvt) Ltd
03.2013 - 08.2016
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
- Assisted in creating a culture of continuous improvement within the Customer Support department through proactive recommendations on process optimization.
- Implemented a feedback loop with customers to continually improve support experience and exceed expectations.
- Streamlined support processes for faster issue resolution and increased efficiency.
- Developed comprehensive troubleshooting guides for common issues, resulting in quicker problem-solving for clients.
- Established a knowledge base of common issues, enabling faster resolutions and empowering customers with self-help resources.
- Provided technical assistance on-site or remotely depending on client needs, ensuring swift issue resolution and minimal downtime.
- Managed critical incidents effectively by coordinating with relevant stakeholders and providing timely updates to affected customers.
- Worked closely with product development teams to communicate customer insights, leading to continuous product enhancements based on user feedback.
- Trained customers to use and maintain equipment to reduce service issues.
- Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
- Reduced response times by optimizing ticketing system workflows and prioritizing high-impact issues.
- Collaborated with cross-functional teams to improve product quality and reduce customer complaints.
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
Education
Bachelor of Science - Computer Systems & Networking
Curtin University of Technology
Perth, Western Australia02-2013
Skills
- Technical Proficiency: Windows 10/11, Microsoft Office Suite, device imaging, system setup, and network configuration
- Problem Solving: Skilled in diagnosing, troubleshooting, and resolving complex technical issues efficiently
- Customer Service: Strong focus on customer satisfaction, with experience handling escalations and providing high-quality support
- Time Management & Organization: Proven ability to prioritize tasks, work independently, and manage workloads effectively
- Communication: Clear and effective verbal and written communication skills, supporting cooperative work environments
Certification
CompTIA A+ Certified Professional (Candidate ID:COMP001021161140)
Red Hat Certified System Administrator (RHCSA) License 150-039-139
ITIL Foundation V3 Certificate in IT Service Management
Microsoft Certified in Azure Fundamentals (AZ-900)
Timeline
Deployment Analyst
Ministry of Service Alberta
04.2019 - Current
Customer Engineer
NCR Corp Canada
12.2016 - 03.2019
Customer Support Engineer
Data Management Systems (Pvt) Ltd
03.2013 - 08.2016
Bachelor of Science - Computer Systems & Networking
Curtin University of Technology
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