VIKNESWARY RAVEENDRAN
- 1. VIKNESWARYRAVEENRAN Personal Details Gender Female Age 27 NRIC No 880508-14-5330 Nationality Malaysian Race Indian Contact Details Address: C 06 09 PPR Batu Muda Off Jalan Ipoh 51100 Kuala Lumpur. Contact No : +60 16 7116 248 Email : viknesh8820@gmail.com Highest Qualification Qualification : Diploma in Management Field of Study : Business Management Institute : Kolej PTPL @ Sentral Kuala Lumpur CGPA : 2.48 /4.00 Graduation Date : 2013 Career Summary Have continuously and consistently learn, acquired and utilized management tools and best practices to contribute to the organizations efficiency and effectiveness. Described by supervisors and peers as a resourceful, accountable, result and action oriented, honest and ethical, follow through on commitments, creative and champions change.
- 2. Employment Background 1) Company : Xchanging Malaysia Position Title : Senior Service Desk Analyst Specialization : Telecommunication Duration : Dec 2012 - Present Responsibilities Key user for Main Management Tools such as OTRS, ITSM and BMC REMEDY CLIENT. Manage the incoming and outgoing call and emails for customer related issue. Processing customer IDs desktop and laptop support and performing bulk uploads to create customer IDs. Provide L1 and L2 support and liaise with support teamfromIT operations and Monitoring teamand maintain clear communication channel with the client. Produce reporting, communication and communicate planned/unplanned downtime broadcast to defined recipients. Handle MOE (1 Bestari Net and YTL Communication projects)schools issue and liaise with direct vendor for network update. BMC Remedy Client - Case Manager for Helpdesk Ticket’s, monitor the HD tickets using client’s tool to ensure meeting our client’s SLA by coordinating with assigned engineers in various levels. - Conduct meetings with the team on a monthly basis to update the team’s performance and KPI performance sharing. - Keep track on the case progress to ensure the SLA’s are met. - Escalate pending issue to higher level and initiate management escalation if required. - Monitor the ESFR KPI Performance on regular basis. Identify the weaknesses from our side and take steps to control them immediately. - Acts as a focal point and primary resource to the Helpdesk team to capture and keep track of all incident/ticket information from the Helpdesk systemin order to help determine, maintain, analyze, identify and monitor problem of management issues. - User ID creation, deletion and license management. OTRS and ITSM - Prepare daily, weekly, monthly KPI Performance Report. - Prepare general management report upon request from the managers.
- 3. Achievements: Recognition certificate for valuable contributions as a member in Operations Centre by Xchanging Malaysia. Promoted as Senior Service Desk Analyst. Conducted Training for Internal staff and New Joiner for Remedy and OTRS ticketing tools. Has conducted various training programmes that have delivered tangible benefits to the organisation and customers. Appointed As a Supervisor for LTEProject Provide supervisory support and guidance to the team. Responsible for the team’s day-to-day operational activities. Monitor that all SLA performance and KPIs are met. Ability to analyses,provide explanation and mitigation plans if KPIs are not met. Follow up with 2nd level resolvers when there is a major outage. Give direction to the agents when there is a call surge. Plan roster / scheduling to ensure optimal support to customers. Analyze statisticalinformation pertaining to teamperformance and make recommendations for improvement. Responsible for ensuring operationalprocesses are updated and implemented. Assist the Service Desk Manager on process and service improvements. Ability in generating/ creating Service Desk reports from BMC Remedy and ITSM to Incident Management Reports for analysis. Conduct sharing sessions to communicate issues and changes to team. Conduct investigations on feedbacks received. Conduct regular call assessments and ticket reviews for quality improvement. Mentor/ coach agents. Manage staff morale.
- 4. 2) Company : Srg Asia Pacific Position Title : Customer Service Professional Specialization : Customer Service Duration : Nov 2009 – Dec 2012 Responsibilities Handle Maxis Prepaid, Broadband, Postpaid and Bill Charges inbound and outbound calls, keep track with relevant departments for feedback. Work closely with the technical teamas well with the Vendor for Troubleshooting. Enquiries Huawei Modems and all type devices. Achievement Appointed As a Team Leader Assistant Set work priorities for each teammember, monitor progress, and meet with members on needed basis to discuss performance issues, handling cases and as back-end to clear cases in queue as well. Establish and monitor schedules, vacation schedules and teamwork coverage issues.Serve as spokesperson / liaison with Contact Centre Manager concerning teamissues. Set, monitor and facilitate improvement in departmental and /or specific teamor individual KPIs and communicate as appropriate. Skills Computer Literacy (Scale 1 – 5) Microsoft Office 5 Reporting Skills 5 BMC Remedy 5 ITSM 5 OTRS 5 • Microsoft Excel 4 • Microsoft Power Point 4
- 5. Text Resume / Additional Info Excellent ability to adapt to changing work environments and employee rotation programs Excellent communication skills, developed through experience in customer service Knowledge of handling group facilitation activities in order to bring team workers together Able to work under pressure and fast learner Able to gets along with superior and colleagues Listening skills and able to handling conflict Respond well to change Able to work independently as well as a team player Able to cooperate with all level in the organization Able to handle problem solving Able to work independently as well as a teamplayer. Knowledge of handling group facilitation activities in order to bring team workers together. Encouraging attitude with a strong capability of inspiring trust. Interest/Hobbies Reading books/articles, jungle tracking and travelling. Language (Proficiency: 0=Poor, 5=Excellent) Language Spoken Written English 5 5 Bahasa Malaysia 5 5
- 6. Courses Attended 1. SERVICE DESK COURSE – LEAQA™ - The real SKILL for Service Desk Analyst 2. SOFTWARE ESTIMATION TECHNIQUES Estimation approaches Methods & Techniques Problem handling Risk Management Future improvements on delay of project 3. INCIDENT MANAGEMENT WORKSHOP • The Real Definition of Incident • Purpose of Incident Management in IT Departments • Key Steps Involved In Incident Resolution Process • How to Prioritize Incidents • Effective Ways to Escalate Unresolved Incidents • The Role of Service Desk in Incident Management • How to Manage a Crisis Situation • What Should Be Communicated While Dealing With Incidents 4. ITIL INTRODUCTION E-COURSE Introduction to ITIL Foundation Certification Introduction to ITIL Service Management Introduction to ITIL Service Strategy Introduction to ITIL Service Design Introduction to ITIL Service Transition Introduction to ITIL Service Operation ITIL Continual Service Improvement (CSI) 5. INTERCONNECTING CISCO NETWORKING DEVICES ACCELERATED (CCNAX) Building a Simple Network Establishing Internet Connectivity Managing Network Device Security Introducing IPv6 Building a Medium-Sized Network Troubleshooting Basic Connectivity Wide Area Networks Implementing an EIGRP-Based Solution
- 7. Job Preference Current earning : RM 3200 Expected Monthly Salary : RM 4000 Willing to Travel : Yes Willing to Relocate : Yes Possess Own Transport : Yes Availability : 1 month References Mr. Parameswaran A/L Kumareson Human Resource Manager SRG Asia Pacific Sdn Bhd Contact Number: 60122245007 Email: parames@srgasia.com.my Mr. Calvin Lo Wei Xiang Broadband Team Leader SRG Asia Pacific Sdn Bhd Contact Number: 6012-5868219 Email: calvin@srgasia.com.my Mr. Andy Ng Operation Manager Xchanging Asia Sdn.Bhd Email: andy.ng@asia.xchanging.com Contact Number: 6012-2039582