SACHINI FERNANDO
Hobart,Australia
Summary
Client-focused IT Support and Service Desk professional with over 3 years of experience delivering high-quality support in fast-paced, regulated environments. Strong background in handling inbound enquiries, resolving issues efficiently, and maintaining accurate records across phone, email, and system-based platforms. Known for clear communication, empathy, and a positive service mindset. Seeking a Client Solutions Specialist role with SS&C where customer service expertise, adaptability, and problem-solving skills can support clients across superannuation, insurance, investments, and pensions.
Overview
11
11
years of professional experience
Work History
Help Desk Operator – Network Gaming
Federal Group
Hobart, Australia
04.2022 - Current
- Act as the first point of contact for external clients and operators, managing high-volume inbound enquiries via phone and email.
- Provide clear, accurate information while resolving client issues efficiently and professionally.
- Log, track, and maintain detailed records of all client interactions using case management systems.
- Apply strong problem-solving skills to diagnose issues, escalate where required, and ensure timely resolution.
- Communicate complex system and rule-based information in a clear, client-friendly manner.
- Collaborate with internal technical teams to achieve service targets and maintain high customer satisfaction.
- Support system testing and deployments to ensure reliability and minimal client disruption.
Guest Service Agent
Best Western Plus Buckingham International
Highett, Australia
12.2020 - 03.2022
- Delivered high-quality customer service in a busy front-desk and contact environment, handling face-to-face, phone, and email enquiries.
- Managed reservations, check-ins, and check-outs while ensuring accuracy and compliance with procedures.
- Resolved guest issues calmly and professionally, contributing to positive customer experiences.
- Maintained accurate records and payment details within property management systems.
- Consistently met service standards while working rotating rosters and peak periods.
Guest Service Agent
Punthill Apartments
South Yarra, Australia
11.2018 - 02.2020
- Sold and modified room reservations in a timely and professional manner.
- Provided guests with information regarding facilities, services, and local attractions.
- Supported corporate reservations team with administrative tasks including data entry, brochure requests, and gift certificate processing.
Manager – Procurement & Quality Assurance Engineer
Smart Metro
Colombo, Sri Lanka
11.2016 - 03.2018
- Managed daily procurement requisitions and purchasing processes.
- Developed and implemented purchasing strategies to improve efficiency.
- Prepared purchase orders and subcontract documentation.
- Liaised with internal teams and external suppliers to resolve inquiries.
- Tested products to ensure compliance with quality standards and specifications.
- Oversaw quality control processes and supervised a team of QA specialists.
Logistics & Supply Chain Intern
GG Shipping UK Ltd
London, United Kingdom
05.2015 - 07.2016
- Processed documentation for sea and air freight operations.
- Assisted in preparation of financial reports and budgets.
- Prepared sales quotations across multiple transport modes.
- Coordinated customs clearance procedures.
- Supported ongoing projects and negotiated with third-party logistics suppliers.
Education
Master of Information Technology and Systems -
Victorian Institute of Technology
Melbourne, VIC01.2021
Master of Science - Logistics and Supply Chain Management
Sheffield Hallam University
Sheffield, UK01.2015
Bachelor of Science (Hons) - Software Engineering
Sheffield Hallam University
Sheffield, UK01.2013
Higher National Diploma - Software Engineering
Sri Lankan Institute of Technology
Colombo, Sri Lanka01.2009
Skills
- Client Support (Phone, Email & System-Based Enquiries)
- Case & Incident Management
- Microsoft Dynamics 365
- Microsoft Office Suite (Word, Excel, Outlook)
- QuickBooks (Basic)
- Data Entry & Record Management
- System Navigation & User Support
- Documentation & User Guides
- Excellent verbal & written communication
- Strong customer service & empathy
- Active listening & rapport building
- Problem-solving under pressure
- Time management & multitasking
- Positive attitude & willingness to learn
- Team collaboration in contact-centre environments
Availability
Available to work rotating rosters between 8:00 am – 8:00 pm, Monday to Friday, Comfortable working in a hybrid environment (office & remote), 03/13/26
References
Available upon request.
Timeline
Help Desk Operator – Network Gaming
Federal Group
04.2022 - Current
Guest Service Agent
Best Western Plus Buckingham International
12.2020 - 03.2022
Guest Service Agent
Punthill Apartments
11.2018 - 02.2020
Manager – Procurement & Quality Assurance Engineer
Smart Metro
11.2016 - 03.2018
Logistics & Supply Chain Intern
GG Shipping UK Ltd
05.2015 - 07.2016
Master of Information Technology and Systems -
Victorian Institute of Technology
Master of Science - Logistics and Supply Chain Management
Sheffield Hallam University
Bachelor of Science (Hons) - Software Engineering
Sheffield Hallam University
Higher National Diploma - Software Engineering
Sri Lankan Institute of Technology