Experienced System Support Specialist
Resume:
Jamuna Kanasan
Technical Support Specialist - IT
Analytical Technical Support representative adept at resolving complex technical issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Level-headed and calm in stressful situation with well-developed people skills. **********@*****.***
Kuala Lumpur, Malaysia
linkedin.com/in/jamuna-kanasan-
351b4887
SOFT SKILLS
ITIL Certification
Communication
Teamwork
Problem Solving
Service Management
Familiar with support
ticket, call center and
knowledge based
systems
LANGUAGES
Tamil
Native or Bilingual Proficiency
English
Native or Bilingual Proficiency
Malay
Full Professional Proficiency
WORK EXPERIENCE
04/2016 – 12/2017
Infrastructure Compute Specialist
PGS Data Processing & Technology (M)
Cyberjaya, MAL
Responsible for operating computer, computer-related hardware and other operations area equipment. Performs support activities in computer operations. Monitors and controls a computer console to process and complete jobs. Investigates error conditions in computer processing, equipment malfunction and/or network (on-line) performance in order to determine and/or apply the required corrective procedure or action. Maintains the physical inventory of computer operations supplies in a designated storage area and keeps the various operations areas stocked with the supplies necessary for daily production. Set up, prepare, operate and perform preventive maintenance tasks on tape drives and disk units. Contact: Mr. Stuart Surridge – ******.********@***.*** 01/2012 – 06/2015
System Specialist III
Baker Hughes Services (M)
Wilayah Persekutuan, MAL
Provided thorough support and problem resolution for internal customers. Maintained records, logs and the lifecycle of work request.
Always work towards continuous improvement of process and procedures. Build and maintain successful relationships with customers, functional team and service provider. Promoted as 1.5 level analyst to provide solution on challenges faced by teammates on daily interactions. Reduced technical escalations to management by 80% to only 2-3 cases per day. Appointed as a trainer to conduct training for new employees on job process and procedures. Contact: Ms. Alvina Solomon – ******.*******@***********.*** 01/2010 – 10/2011
Subject Matter Expert
CSC (M)
Petaling Jaya, MAL
Researched, documented and escalated cases according to internal procedures. Maintained effective working relationships with end-users, project managers and engineers. Developed documentation for common processes for both support and end users. Reviewed technical documentation, such us user guides, training manuals and system specifications, prior to distribution to end-users. Assisted in process refinement to improve customer service and support.
Contact: Mr. Sivaprakash Nair – *****.******@*****.*** 05/2008 – 01/2010
Service Desk Analyst
Atos Origin Services (M)
Cyberjaya, MAL
Assisted customers with technical issues via telephone and email. Referred difficult issues to upper management while maintaining positive rapport with customer. Resolved customer complaints and concerns with strong verbal and negotiation skills. Mentored other service desk analyst.
Stay focused with current system information, changes and updates. Contact: Mr. Kalai Balakrishnan – *****.**************@****.*** Tasks
Tasks
Tasks
Tasks
Jamuna Kanasan
Technical Support Specialist - IT
Analytical Technical Support representative adept at resolving complex technical issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Level-headed and calm in stressful situation with well-developed people skills. **********@*****.***
Kuala Lumpur, Malaysia
linkedin.com/in/jamuna-kanasan-
351b4887
HARD SKILLS
Windows 7 Deployment
Software and Hardware
Installation
Cisco Unified IP Phone
Data Centre Operation
Remote Monitoring Tool
Understanding Linux
WORK EXPERIENCE
07/2005 – 04/2007
Global Support Executive
HSBC (M)
Cyberjaya, MAL
Provided accurate and appropriate information in response to customer inquiries on credit card applications in a timely and accurate fashion.
Maintained up to date records at all times. Developed effective relationship with all call centre departments through clear communication.
Built customer loyalty by placing follow ups calls for customers who reported product issues. CERTIFICATES
Microsoft Certified for Supporting Users and Troubleshooting Application on a Microsoft Windows Desktop Operating Systems Platfrom (2261 &2262) (10/2010) British Council Effective Communication and Telephone Skills (10/2013) ITIL Foundation Certificate in IT Service Management (08/2014) ITIL Intermediate Certificate in Operational Support & Analyst (09/2014) ACHIEVEMENTS
Subject Matter Expert (2010)
Appointed as Subject Matter Expert to complete knowledge transfer for Woodside Energy based in Perth, Australia.
Team of the Month (2009)
Received top team of the month for customer service recognition and able to work well with teammates. Top representative in department with customer satisfaction surpassing 80%. Silver Award (2006)
Awarded silver award for inspiring ourselves in reach for the stars. PERSONAL PROJECTS
OTP VPN Project (10/2013 – 03/2014)
Promoted as a lead for new OTP VPN Project, whereby I am responsible to train and couch 15 new analyst. I have to make sure the software has been installed without any error and customer able to login successfully. If any issue occurred, I need to consult with Software Tester to find a resolution. The project deployment to over 3000 users has been successfully accomplished by targeted time. EDUCATION
04/1999 – 04/2002
Diploma in Computer Studies
Informatics
Tasks
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