Thripathy Rathnayake - MSc, BSc, ITIL

Application Support Analyst/Specialist at Enactor Limited
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Contact Information
us****@****om
(386) 825-5501
Location
Colombo, Western Province, Sri Lanka, LK
Languages
  • Sinhala Native or bilingual proficiency
  • English -

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Credentials

  • ITIL® Foundation Certificate in IT Service Management
    AXELOS Global Best Practice
    Sep, 2019
    - Nov, 2024

Experience

  • Enactor
    • United Kingdom
    • Software Development
    • 100 - 200 Employee
    • Application Support Analyst/Specialist
      • Jan 2020 - Present

      • Provide 3rd & 4th escalation service to the clients & analyzing complex application problems & resolving them through advanced configuration SAAS base systems. • Addressed technical issues involved database side and conducting root cause analysis • Create reports/ dashboards using BI tools & analyzing systems issues on the database side. • System testing Involves that setting up configurations, investigation and reporting of bugs/Problems • Performs performance analysis and mitigates performance issues on a range of applications. • Dealing directly with internal/ external customers to ascertain technical problems & assisting in resolving issues. • Build/ maintain strong customer relations & partnerships. • Employ ticketing tools/ reporting & other customer engagement tools to ensure a positive customer experience & Level 3 & 4 effectiveness. • Utilize JIRA/Confluence to document user feedback/ bugs, assist management in triaging bugs/ enhancements, bug, & enhancement requirements as needed & run review meetings to address open issues. • Perform performance analysis & mitigate performance issues on a range of applications. • Engage with team members to ensure the tickets deployed to test environments fulfill requirements. • Engage with the IT leadership/ Project Managers in meeting with department heads to define business/ operational requirements & recommend business process changes. Show less

  • Duo Software
    • Sri Lanka
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Application Support Engineer
      • Nov 2018 - Dec 2019

      • Provide guidance/ mentoring in the areas of technical expertise & solutions for reported technical issues. • Research, analyze & implement patches/ upgrades to fix operation systems problems or vulnerabilities. • Evaluate new products/ services & make recommendations to IT Leadership. • Participate in the development/ implementation of procedures to minimize service outages whilst ensuring appropriate communication to the end users. • Engaged in projects subscriber management system and call centre system. • Handling MS SQL database administration/ maintenance & Linux Server maintenance. • Troubleshooting/ fixing customer & internal system related issues for the Development Team gather information to reproduce/ address defects. • Effectively manage time & maintain regular communication/ updates with both customers & the management. • Training the clients on-site, generating specify reports & performing application health checks/ reporting. Show less

  • hSenid Business Solutions
    • Sri Lanka
    • Software Development
    • 300 - 400 Employee
    • Application Support Engineer
      • Dec 2016 - Nov 2018

      • Engaged in HRM system projects for 30+ local/ foreign clients.• Handled MS SQL/ ORACLE database administration & maintenance.• Addressed technical issues & guided end-users through resolution.• Managed cases, requests & enhancements using online tools/ processes.• Improved app performance through optimization of flow processes.• Communicated with clients to define business objectives & present individualized solutions.• Gathered project requirements to ensure quality deliverable.• Provided documentation on start-up, shut down & first level troubleshooting of processes to help desk staff.• Established compatibility with 3rd party software products by developing a program for modification/ integration.• Reviewed product releases & implemented correct release & conducted user training. Show less

    • Intern
      • Jun 2016 - Dec 2016

      Managed around 20 to 40 client accounts and provide support for hSenid HRM application. I have gained customer handling and timely manner technical, application level support and SQL.

Education

  • Robert Gordon University
    Master of Science - MS, Business Analytics with Data Science
    2020 - 2022
  • University College Dublin
    Bachelor of Science - BS, Management Information System
    2016 - 2018
  • National Institute of Business Management (NIBM - Sri Lanka)
    Higher Diploma i, Computer Based Information Systems
    2015 - 2016
  • National Institute of Business Management (NIBM - Sri Lanka)
    Diploma, Computer System Design
    2014 - 2015

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