Application Support Engineer
About Me
I am a dedicated IT professional with several years of experience in web development, application and product support across L1, L2, and L3 levels, as well as digital marketing. Currently, I am pursuing a Bachelor of Information Technology (BIT) at the University of Colombo School of Computing, expected to graduate in 2025. My expertise lies in supporting retail solutions such as SmartAccounting (ERP) and EasyPOS Android, alongside WordPress development, SEO, and digital marketing strategies.
Throughout my career, I have gained extensive experience troubleshooting complex technical issues, providing client support, and collaborating effectively with technical teams including QA and DevOps. I have a strong passion for leveraging technology to drive business success and improve operational efficiency. I have successfully streamlined support processes, created automation scripts, and enhanced system reliability through detailed analysis and collaboration.
My roles have involved integrating APIs, developing reusable SQL scripts, and managing social media content to boost digital presence. I am skilled in deploying software solutions, conducting customer training, and maintaining high service availability. Additionally, I have experience in PHP development, implementing secure payment processing protocols, and customizing POS systems to meet client needs.
I am proficient in various programming languages and tools including HTML, CSS, JavaScript, PHP, Java, Python, SQL, Zammad, 3CX, and Azure DevOps. My digital marketing skills complement my technical background, allowing me to manage campaigns and content calendars effectively. I am a team player with strong analytical decision-making, adaptability, and communication skills.
I am eager to continue growing my expertise in IT support and development, contributing to innovative projects that enhance business operations and customer satisfaction. I am committed to continuous learning and applying best practices to deliver exceptional results in every role I undertake.
Skills
PythonSQLCommunicationCRMJavaScriptJavaTypeScriptTroubleshootingHTMLCSSContent CreationPHPCampaign ManagementSocial Media ManagementTeamworkERPGoogle AdsWordPressAzure DevOpsWeb DevelopmentPhotographyElementorJoomla
Education
Bachelor of Information Technology
Comprehensive Master Java Developer
Foundation in Information Technology
NVQ Level 4/5 Diploma in ICT
Experience
Support Engineer for SmartAccounting (ERP) and EasyPOS Android. Provide L2/L3 support using Zammad, 3CX, SQL. Collaborate with QA/DevOps via Azure DevOps. Streamlined support processes, stabilized EasyPOS Android rollouts, created reusable SQL scripts. Devised and deployed automation scripts to expedite recurring issue resolution, reducing manual intervention for client support tickets and elevating overall service delivery. Engineered integration between client POS systems and ERP platform using APIs and SQL queries for real-time synchronization. Enhanced system reliability by analyzing service interruptions, collaborating with development teams, and documenting knowledge base articles.
Supported POS systems including implementation, deployment, bug fixing, and customer support. Delivered effective solutions to client technical issues and ensured smooth system operation. Coordinated application updates and scheduled social media content, ensuring platform stability and consistent engagement across digital channels.
Provided in-depth troubleshooting and advanced support for PHP-based applications and POS systems. Handled customer training, advanced implementation, and deployment of software solutions. Managed ongoing maintenance and resolved complex technical issues. Engineered new modules for client-facing PHP web applications, enhancing functionality and integrating secure payment processing. Diagnosed and resolved escalated application incidents, ensuring minimal downtime and high service availability.
Developed and maintained websites using WordPress, PHP, JavaScript, HTML, and CSS (including Elementor). Implemented SEO strategies to improve website visibility. Managed social media accounts, content creation, and overall digital presence.
Provided support for POS systems, basic troubleshooting, and customer training. Gained foundational experience in application support and client interaction. Resolved application incidents by analyzing user reports, collaborating with development teams, and ensuring timely follow-up. Diagnosed technical issues by interpreting logs, replicating scenarios, and liaising with cross-functional teams. Facilitated software deployments by preparing release documentation, coordinating with QA and deployment teams, and conducting post-release monitoring.
Led digital marketing campaigns for web development, MS Office, and graphic design courses. Managed course registrations and boosted online presence. Implemented targeted content calendars across multiple platforms to increase user engagement and grow follower base.
Edited and provided support for iPOS systems, ensuring clients' specific needs. Customized and maintained iPOS systems to align with evolving business requirements, streamlining operations and elevating end-user satisfaction. Enhanced iPOS functionality by integrating tailored modules and providing support. Implemented API integrations with third-party platforms for seamless data exchange.
Edited and provided support for iPOS systems, ensuring clients' specific needs. Customized and maintained iPOS systems to align with evolving business requirements, streamlining operations and elevating end-user satisfaction. Enhanced iPOS system functionality by integrating tailored modules and providing support. Refined system architecture by implementing bespoke enhancements and delivering prompt technical support, driving seamless operations and fostering customer loyalty.