Chanuka Fernando
Melbourne,VIC
Summary
Dedicated Customer Support Officer with a strong background in service delivery, technical support, and cybersecurity. Currently pursuing CCNA and CCNP certifications to solidify my technical background. Eager to grow my career in business support at an enterprise level, leveraging my existing knowledge while gaining new insights and skills. Proven track record in enhancing customer satisfaction through effective problem-solving and team collaboration. Committed to contributing to organizational success and operational efficiency.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Business Support Officer
Aussie Broadband
Dandenong, VIC
2025.05 - Current
- Managed customer inquiries and provided expert support on NBN, Opticomm and Optus services.
- Provide multi-channel technical support
- Assess business customer needs through effective questioning.
- Resolve issues within SLA requirements
- Provided managed services support, including assistance with Cisco and FortiGate firewall solutions
- Supported installation, configuration, and troubleshooting of PABX and telephony systems
- Assisted with IP-related inquiries and support requests
Service Delivery Officer
Aussie Broadband
Dandenong , Victoria
2023.09 - Current
- Address customer inquiries and technical issues, ensuring high satisfaction and effective resolutions.
- Collaborate with teams to enhance service delivery across NBN and Opticomm networks.
- Train staff to improve performance and service quality.
- Streamline service delivery processes through cross-functional teamwork, enhancing operational efficiency.
- Resolve complex customer issues promptly, leveraging technical expertise to maintain service standards.
Cybersecurity Researcher (Self-Directed)
Home Lab
Melbourne
2021.04 - Current
- Developed and tested security skills using platforms like TryHackMe and Hack the Box.
- Conducted cybersecurity research and implemented virtual environments for penetration testing with Kali Linux.
- Designed and optimized network topologies using Cisco Packet Tracer.
- Automated security tasks through Python scripting and PowerShell commands.
- Performed SQL injection tests and network reconnaissance with Nmap; analyzed traffic using Wireshark.
Checkout Supervisor
New World - Melodys
Palmerston North, Manawatu
2018.12 - 2023.02
- Supervised checkout operations, ensuring efficient service and accurate transactions.
- Trained and mentored staff on POS systems and customer service, leading to improved team performance.
- Conducted regular inventory counts and managed merchandise orders to maintain optimal stock levels.
- Ensured compliance with regulations by verifying identification for age-restricted sales.
- Provided primary support to customers and staff, resolving issues effectively.
Education
Bachelor of Science - Information And Communication Technology
UCOL
Plamerston North2023-02
Skills
- Adaptive Team Player
- Outstanding Customer Service
- Attention to Detail
- Oral & Written Communication
- Kali Linux & Packet Tracer
- Network Troubleshooting & SQL Injection
- IMAP & DNS Implementation
- MS Office Suite
- VoIP Systems
- Network protocols
- Active Directory
- DHCP/DNS Ethernet and Firewall proficient
Affiliations
- Networking and Security Blogs/Vlogs: Follow and contribute to online forums, blogs, and vlogs that focus on networking and cybersecurity, staying informed about the latest industry trends and best practices.
- Home Lab Setup and Experimentation: Regularly build and manage a home lab to experiment with networking configurations, simulate network environments, and test new technologies.
- Capture the Flag (CTF) Competitions: Regularly participate in CTF competitions to sharpen cybersecurity skills, such as ethical hacking, cryptography, and vulnerability analysis.
Certification
• CCNA - Cisco Certified Network Associate - CCNAv7: Introduction to Networks at Cisco
• CompTIA Security+ (currently studying) at CompTIA
• FortiGate NSE 4
• CompTIA Security+ (currently studying) at CompTIA
• FortiGate NSE 4
Education and Training
other
Referees
- Jake Garivaldis
Service Delivery Team Leader
Email: Jake.Garivaldis@team.aussiebroadband.com.au
Phone: 0448353709 - Kathy Batchelor
HR Manager, Broadway New World
Email: kathy.batchelor@foodstuff.co.nz
Phone: 063583029
Timeline
Business Support Officer
Aussie Broadband
2025.05 - Current
Service Delivery Officer
Aussie Broadband
2023.09 - Current
Cybersecurity Researcher (Self-Directed)
Home Lab
2021.04 - Current
Checkout Supervisor
New World - Melodys
2018.12 - 2023.02
Bachelor of Science - Information And Communication Technology
UCOL