Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic
Gayan Kariyawasam

Gayan Kariyawasam

Colombo, Sri Lanka

Summary

Dynamic professional with extensive experience in multinational support and client relationship management at Enadoc Pvt Ltd. Proven track record in issue resolution and project management, leading teams to enhance service delivery. Proficient in SQL Server and Azure cloud, consistently achieving high customer satisfaction through effective mentorship and streamlined processes.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Assistant Manager - Product Support

Enadoc Pvt Ltd
Malabe
04.2022 - Current
  • Spearheaded L2 (Second-Level) Support Team, overseeing technical troubleshooting, issue resolution, and escalations for enterprise software products.
  • Managed cross-country support operations across the Philippines, Belgium, Brunei, Maldives, Bangladesh, Nepal, and Sri Lanka, ensuring SLA compliance and customer satisfaction.
  • Led a team of support engineers, providing mentorship, training, and performance evaluations to enhance service delivery.
  • Collaborated with L1, L3 teams, and R&D to resolve complex technical issues.
  • Developed and streamlined support processes, including knowledge base articles and, improving team efficiency.
  • Acted as the primary escalation point for high-priority client issues, maintaining strong stakeholder relationships.

Technology Specialist

TechOne Global Pvt Ltd
Colombo 5
01.2012 - 04.2022
  • Served as a key member of the global support team, delivering advanced technical solutions to 150+ clients across the countries
  • Resolved L2 escalated tickets for enterprise software/hardware issues, achieving 95%+ customer satisfaction (CSAT)

Computer Technician

COJAAL
Annaba
10.2009 - 11.2011
  • Diagnosed and resolved hardware, software, and network issues.
  • Prepared and presented progress reports on development status, highlighting key metrics and improvement opportunities for management.

Quality Assurance Executive

Sanje Pvt Ltd
Kotte
08.2005 - 09.2009
  • lead end-to-end quality assurance for digital transformation projects, ensuring flawless delivery of quality metadata to clients.
  • Led project management initiatives, coordinating cross-functional teams to meet strict deadlines while maintaining 100% accuracy in metadata standards.

Operations Assistant

Data Management Systems Ltd
Colombo
03.2003 - 08.2005
  • Data Management & Processing : Extracted, validated, and uploaded high-volume client data with 99.9% accuracy.
  • Maintained and monitored daily/weekly backup processes, achieving 100% data integrity for critical client information.

Education

Diploma in Computer System Design -

National Institute of Business Management
Colombo
12-2001

National Certificate in Computer Application - NCCA -

WP / Sonal Computer Resource Center
Colombo
06-2001

Advanced Level - Maths Stream -

Dharmapala College
Pannipitiya

Skills

  • SQL Server / Windows Server
  • IIS / Postman API
  • VM ware / VPN
  • Azure cloud / M365
  • Zendesk / BoldDesk
  • Quality Assurance
  • Issue resolution
  • Project management
  • Multinational Support
  • Client Relationship Management

Certification

  • Certified in ITIL L4
  • Microsoft - AZ-900 : Microsoft Azure Fundamentals
  • Microsoft - DP-900 : Azure Data Fundamentals
  • Microsoft - AZ-104 : Azure Administrator Associate
  • Microsoft Certified Technology Specialist
  • Microsoft - 70-432 : SQL Server 2008, Implementation and Maintenance

References

References available upon request.

Timeline

Assistant Manager - Product Support

Enadoc Pvt Ltd
04.2022 - Current

Technology Specialist

TechOne Global Pvt Ltd
01.2012 - 04.2022

Computer Technician

COJAAL
10.2009 - 11.2011

Quality Assurance Executive

Sanje Pvt Ltd
08.2005 - 09.2009

Operations Assistant

Data Management Systems Ltd
03.2003 - 08.2005

Diploma in Computer System Design -

National Institute of Business Management

National Certificate in Computer Application - NCCA -

WP / Sonal Computer Resource Center

Advanced Level - Maths Stream -

Dharmapala College

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Gayan Kariyawasam