Dinuki Gunathilake
Ormond,Australia
Summary
Accomplished Telecommunications Engineer with extensive experience at Telstra Limited, recognized for enhancing network performance and successfully leading Scrum teams. Proven ability in critical thinking and collaboration, resulting in substantial operational improvements. Proficient in JIRA troubleshooting and known for fostering effective teamwork. Demonstrated leadership in customer service and IT, driving efficiency and elevating customer satisfaction.
Overview
5
5
years of professional experience
Work History
Telecommunications Engineer
Telstra Limited
Melbourne, Australia
02.2023 - Current
- I worked on the RDN Boss (jump host) testing for my team as it migrated into a more developed system.
- Enhanced network performance by conducting proactive routines, thorough system analysis, and observing through SPLUNK and Grafana. Documenting them in JIRA, maintaining.
- Created various dashboards for monitoring the network in Grafana.
- Created change implementation documents for any change management work related to the Cisco routers.
- Worked as a Scrum lead, organized and led Scrum ceremonies, including daily stand-up meetings, sprint planning meetings, and retrospective reviews.
- Creating tickets, onboarding project teams, and integrating them into the organization.
- Participated actively in industry workshops, staying abreast of the latest trends and technologies, and applying insights gained to improve operations and services.
- Managed documentation processes for engineering projects, such as Support Plans on Confluence, maintaining accurate records of design specifications, test results, and system validations.
Customer Service Representative
Viva Energy (Reddy Express)
Melbourne, Australia
09.2019 - 09.2023
- Stepped into managerial roles as needed, demonstrating leadership and adaptability in a dynamic customer service environment.
- Conducted paperwork, including the daybooks, and conducted the stocktake of the store.
- Recaptured customer loyalty with expertise in de-escalating conflicts, and building personalized solutions to address individual concerns, and improve satisfaction.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
IT & HR Intern
Dara Switchboards
Melbourne, Australia
01.2021 - 04.2021
- Led the successful migration of the HR system from a manual, paper-based process to a comprehensive digital platform, enhancing efficiency and accuracy.
- Worked well independently and on a team to solve problems.
- Organized and prioritized work to complete assignments in a timely, efficient manner.
- Contributed to the creation of company objectives, and worked to support them.
- Brought forth excellent time management and multitasking skills.
- Monitored systems for daily routines, reporting any unusual activity to the appropriate personnel.
Education
Bachelors (Honours) - Engineering: Telecommunications, Human Resource Management
Swinburne University of Technology
Melbourne, VIC07.2022
Diploma - Engineering
Swinburne University of Technology
Melbourne, VIC01.2018
Skills
- JIRA troubleshooting
- Microsoft Office
- Critical thinking
- Problem solving
- Software installation
- Software configuration
- Linux OS
- Grafana
- Time Management
- Teamwork
- Collaboration
- Interpersonal skills
- Communication
References
References available upon request.
Timeline
Telecommunications Engineer
Telstra Limited
02.2023 - Current
IT & HR Intern
Dara Switchboards
01.2021 - 04.2021
Customer Service Representative
Viva Energy (Reddy Express)
09.2019 - 09.2023
Bachelors (Honours) - Engineering: Telecommunications, Human Resource Management
Swinburne University of Technology
Diploma - Engineering
Swinburne University of Technology
Similar Profiles
Olga KnezevicOlga Knezevic
Billing and Credit Specialist at Telstra LimitedBilling and Credit Specialist at Telstra Limited
Le ZhaoLe Zhao
Retail Sales & Service Consultant at Telstra LimitedRetail Sales & Service Consultant at Telstra Limited
Uvindee JayaweeraUvindee Jayaweera
Graduate Data Specialist at Telstra Limited LtdGraduate Data Specialist at Telstra Limited Ltd