Jaliya Wickramasekera

Visionary and results-driven senior ICT professional with 20+ years of industry experience, including 18 years in leadership roles. Proven expertise in service delivery, technical sales, financial and budget management, and leading 50+ diverse professionals. Recognized for driving service excellence, optimizing costs, improving profitability, and re-engineering systems through innovation. A strategic, analytical decision-maker with strong communication, interpersonal, and team leadership skills.

Professional Consultant (Independent) - Private Sector Organizations

(2018-01)

• Providing professional consultancy services for Service & CRM development and associated Business Development.

Senior Manager Engineering - Sumathi Information Technologies (Pvt.) Ltd - Colombo 03

(2015-01 - 2018-01)

Managing the total engineering support service operations that included mainly five divisions i.e.

Field

Engineering, In-house Repair Centre, Network Cabling, ICT Solutions and Technical Sales. Restored the depreciated service levels and loss making engineering department by re-engineering the operations with the available resources and retained potential customers. Department earned the highest net profits (6 million +) in the history of the company which paved the way for the entire company emerge into profitable territories after a period of 4 years. Directly dealt with the internationally repute principals of CISCO, Lenovo, VMware, Dell EMC on technical sales and support services.

Head of Service Delivery - Trident corporation (Pvt.) Ltd - Colombo 05

(2014-01 - 2015-01)

Rendered services for Island-wide dealers through Trident Corporation and clients of Corporate/Public Sector through Thakral One (Pvt) Ltd. Improved the services levels, added new technical sales business. Planned, organized, controlled and monitored the entire operations with best practices to ensure the quality output and, a keen eye on allocated budgets vs expenditure. Worked directly with the HP and Lenovo principals as the ASP (authorized service provider).

Spouse Support during Medical Specialization - Networked in London, UK - London, UK

(2011-01 - 2013-12)

Accompanied spouse in mandatory on-the-job medical specialization training program – after obtaining Doctor of Medicine. Approached industry experts and earned access to elite groups like IT Service Management Group – British Computer Society and certification programs.

Head of Engineering & RMA - PC House Plc - Colombo 03

(2007-01 - 2011-01)

Handled total engineering operation which included customer support, field engineering, and technical sales division plus Sri Lanka's biggest RMA (Return Material Authorization) Division owned by a local ICT company and provided warranty replacements/support service for Island-wide branches and 13 subsidiary ICT companies in Colombo. RMA operations included Export, Stores, Local Warranty Claim, Branch Operation, PCB Repair division (repairing Main circuit boards up to component level) and Engineering Repair Centre (repairing all types of ICT related products). Responsible for more than 35 brands and more than 7,000 products.

Provided ICT solutions for corporate and public sector companies; maintaining ICT equipment and providing replacements for entire range of ICT products attached to head office, nationwide branch network and 13 subsidiary ICT Companies. Enhanced and enriched Supplier Management and SLAs. Directly dealt with the world-renowned local and foreign suppliers such as Dell, Samsung, Gigabyte etc.

• Improved engineering sales by 50%.
• Client growth by 30%.
• Increased the service revenue and converted the department from cost centre to profit centre.
• Re-engineered the Technical Service, Warranty support, Customer Support (including Help Desk operation) and Technical-Sales divisions for better service delivery and profits generation.
• Negotiated potential clients and signed several millions worth of SLAs (Service Level Agreements).
• Streamlined the local and international suppliers' operation effectively (Supplier Management).
• Improved the service levels attached to the head office and regional operation.
• Networked with potential clients, bridged the service gaps providing satisfactory solutions, and ensured the repeat business.

Manager Engineering - Singer (Sri Lanka) Limited - Colombo 02

(2001-01 - 2006-01)

Managed the Engineering Services Division and nationwide ICT support service consisting of 300 branches. Responsible for the entire range of ICT products' maintenance, service excellence, profitability of the same. Part of the successful ERP implementation.

• Grew the client-base by approximately 50% with improving the service levels and expanding the service units across the island.
• Increased the service revenue by 60%.
• Instrumental in suggesting a new business strategy to chairman direct, "Eradicate continuous failure of ICT product line" and was successful.
• Setup of nationwide new support 'service delivery units' linked with the head office main operation to cater to the service requirement of the clients attached to 300 sales outlets ('doorstep service' support)
• Part of a successful products team - developed and assembled 3 computer models (brand AGC) including product catalogue and warranty terms to sell via 300 sales outlets under 'cash & carry' and easy payment terms.
• Introduced efficient supplier management system.
• Re-engineered the Technical Service, Warranty support, Customer-support (including Help desk operation) and technical-sales divisions for better service delivery and profits.

Engineering Manager - Software & Management Services (Pvt) Ltd - Colombo 03

(2000-01 - 2001-01)

Managed the Engineering Services and Technical Sales Divisions.

• Achieved break-even point within 10-month period.
• Grew the client base approximately 40% by improving the service levels.
• Improved service levels reflected in increased engineering sales by 30%.
• Regulated the total service operations within a very short time from a crisis situation, within 3-month time.
• Handled the crisis situation from day-1 and regulated the total service operation back to normal with the help of part-time and newly recruited staff. (When I undertook the responsibilities, I had only 1 technical person where others left from the company on a single day having a conflict with the management).
• Improved the service revenue up to break-even point after 10-month period.
• Re-engineered the Technical Service, Warranty support, Customer-support (including Help desk operation) and technical-sales divisions for better service delivery and profits.
• Grew the client-base approximately 40% by improving the service levels.

Engineer - Computerlink Ltd - Colombo-06

(1996-01 - 2000-01)

Responsible for the installation, maintenance, troubleshooting, and repair of computer systems, servers, printers, and network infrastructure. Skilled in structured network cabling, hardware installation, configuration, and fault diagnosis. Also experienced in electronic circuit board-level troubleshooting and repair, including component-level testing, replacement, soldering, and restoration of faulty electronic equipment.

Provides technical support, preventive maintenance, and rapid resolution of hardware and network-related issues. Gradually took on management responsibilities and team leadership, coordinating technical activities and supporting team performance, which led to an opportunity to progress into an Engineering Manager role with my next employer

Junior Engineer - Jagath Robotics (Pvt) Ltd - Colombo-04

(1995-01 - 1996-01)

Bachelor of Technology - Electronic Engineering - Open University, Sri Lanka

Diploma in Technology - Computer Engineering (Software/Hardware) - Open University, Sri Lanka

MBA - Management of Technology - University of Moratuwa, Sri Lanka