Summary
Overview
Work History
Education
Skills
Certification
References
References
Accomplishments
Timeline
Generic
Pasan Jayatilake

Pasan Jayatilake

Acacia Ridge,QLD

Summary

Proactive and detail-oriented Technical Support Engineer with hands-on experience in onboarding new clients, analyzing solution requirements, and coordinating internal consultancy teams for successful service delivery. Skilled in managing customer inquiries, gathering feedback, and ensuring smooth implementation of business and software solutions. Committed to delivering high-quality support and enhancing customer satisfaction.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

EML Consultants PLC
Colombo
02.2018 - 04.2025
  • Led the onboarding process for new customers and projects, ensuring delivery of customized business solutions
  • Analyzed client consultation and solution requirements to align technical delivery with business goals.
  • Coordinated with internal consultants and technical teams to ensure timely and accurate service delivery.
  • Responded to customer inquiries via email, phone, and support platforms, providing prompt and effective resolutions.
  • Collected and analyzed customer feedback to improve service quality and product performance.
  • Maintained detailed documentation of support activities, client interactions, and implementation progress.
  • Supported product updates, configuration, and integration based on client-specific needs.
  • Successfully onboarded 50+ clients with tailored business and software solutions.
  • Improved customer satisfaction scores by streamlining support response workflows.
  • Recognized for effective cross-team coordination and client relationship management

Technical Support Engineer

Dell Logistics International PVT limited
Colombo
03.2015 - 01.2018
  • Led onboarding processes for new customers and logistics projects, ensuring seamless integration of customized transportation solutions.
  • Analyzed client consultation requirements to align technical delivery with operational goals and industry-specific logistics challenges.
  • Coordinated with internal consultants, developers, and service teams to ensure timely and accurate solution deployment.
  • Responded to customer inquiries and provided technical support across various communication channels.
  • Collected and analyzed customer feedback to improve service quality and optimize solution performance.
  • Maintained detailed documentation of support activities, client interactions, and implementation milestones.

Internship - Systems and Strategy Team

Energex Australia
Nundah, Australia
07.2014 - 12.2014
  • Analyzed large datasets to identify purchasing patterns and recommend strategies
  • Built reports and summaries for finance and operations teams at Metering Dynamic
  • Level 1 support for EDMI MK 10 meters for technicians in Geebung facility.
  • Contributed to a team who provide specialized engineering field support, inclusive of technical coaching, training and technical briefing of field staff.
  • Involved with developing and maintaining a contemporary and fit-for-purpose library of standard testing methods and instruments for Energy Queensland.
  • Develops, promotes, and sustains strong working relationships with workgroup, internal and external stakeholders, and associates

Intern Engineer

SMEC Holdings Limited
Brisbane, Australia
01.2014 - 05.2014
  • Assisted with AUTOCAD architectural drawings on new wastewater treatment plants.
  • Assisted with cable calculation for new transmission lines that were going to come up with the new treatment plan.
  • Communicate effectively with a wide variety of internal and external stakeholders

Education

Bachelor of Electrical and Electronics Engineering -

University Of Auckland
New Zealand

National Certificate of Education Authority - NCEA level 1-3

Mount Roskill Grammar School
Auckland, New Zealand

Skills

  • Customer support
  • Technical troubleshooting
  • Software integration
  • Documentation maintenance
  • Product configuration
  • Client onboarding

Certification

  • Membership of Institute of Professional Engineers, Graduate Member, New Zealand, Australia
  • Understanding Software Lifecycle Development, Udemy Academy, USA
  • Multidisciplinary Research Methods for Engineers, TU Delft (EdX)
  • Supervisory Skills Development Program, JASTECA Institute of Management
  • BSB30112 Certificate III in Business, Queensland Government Staff employment training program
  • WHS hazard identification, Risk Assessment and risk control, Navitas Professional Program

References

  • Avanthi Kumara, Executive Director, EML Consultants, avanthi@emlconsultants.com
  • Chandrani Ambepitiya, Former General Manager, Sri Lanka Telecom, acpdj@yahoo.com
  • Indika Wijenayake, Technical Lead, Department for Housing and Urban Development, SA, Indika.wijenayaka@sa.gov.au, +61 8 7133 2359, 04 11619294

References

References available upon request.

Accomplishments

  • Supervised team of 50-60 staff members.
  • Documented and resolved [Issue] which led to [Results].
  • Resolved product issue through consumer testing.
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved [Result] by introducing [Software] for [Type] tasks.
  • Collaborated with team of [Number] in the development of [Project name].
  • Achieved [Result] through effectively helping with [Task].

Timeline

Technical Support Engineer

EML Consultants PLC
02.2018 - 04.2025

Technical Support Engineer

Dell Logistics International PVT limited
03.2015 - 01.2018

Internship - Systems and Strategy Team

Energex Australia
07.2014 - 12.2014

Intern Engineer

SMEC Holdings Limited
01.2014 - 05.2014

Bachelor of Electrical and Electronics Engineering -

University Of Auckland

National Certificate of Education Authority - NCEA level 1-3

Mount Roskill Grammar School

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Pasan Jayatilake