NADUNI KODITHUWAKKU

Key Achievements

• Enhanced customer satisfaction by promptly resolving complex technical issues.
• Managed multiple support cases, consistently closing them within target timelines.
• Improved client satisfaction with personalized troubleshooting sessions.
• Contributed to product development by providing insights from customer feedback.
  

Technical Support Skills

• Responded to end-user support requests and walked individuals through troubleshooting tasks.
• Conducted root cause analysis and escalated preventive measures for recurring issues.
• Explained technical information in clear terms for non-technical users.
• Mentored junior team members in issue resolution techniques.
  

Soft Skills

• Self-motivated and responsible, with a proven ability to work independently and in teams.
• Organized and detail-oriented, with a strong work ethic and ability to learn quickly.
• Skilled at using critical thinking to analyze problems, evaluate solutions, and make decisions.

Technical Support Highlights

• Responded to end-user support requests, guiding individuals through basic troubleshooting.
• Monitored system performance to identify and address potential issues early.
• Enhanced customer satisfaction by resolving complex technical problems promptly.
• Provided remote assistance, ensuring timely solutions for software and hardware concerns.
• Maintained clear and transparent communication with clients throughout the troubleshooting process.
• Documented faults and bugs for developers, aiding in future updates and improvements.

Application Support Highlights

• Sorted and organized files, spreadsheets, and reports for streamlined access.
• Provided internal assistance with basic application testing.
• Escalated complex application issues to relevant engineers for advanced troubleshooting.
• Documented escalations and resolutions, maintaining records for tracking and reporting.
• Supported staff by reducing their workload, allowing them to focus on higher-priority tasks.