RESUME

PERSONAL DETAILS

Name : James Nesaraj

Date of Birth : 17th February 1982

NRIC : 820***-**-****

Address [Residence] : No 1388, Jalan Rasah, 70300 Seremban, NSDK

Contact Number : 016-*******

Email Address : acscgl@r.postjobfree.com

EDUCATION

YEAR

SCHOOL / INSTITUTION

QUALIFICATION

Ongoing

Universiti Malaya, Malaysia

Executive Diploma in Management and Operations

2001

Sek Men Keb Seri Ampangan Seremban

STPM

1999

Sek Men Keb ACS Methodist Seremban

SPM

COMPUTER LITERACY

Able to handle Microsoft Office 2003 - 2010

Able to troubleshoot Hardware & Software

Able to troubleshoot network (folder & printer sharing)

PC Maintenance

Multimedia slides and power point presentation

Handled training for small IT teams

PERSONAL STRENGHTS

Responsible & Dependable

Innovative & Confident

Energetic & Enthusiastic

Dynamic team player

Quick learner & Able to work under pressure

Positive Thinking

Able to interact with any levels of staff

Patience, teamwork and strong interpersonal skills

EMPLOYMENT HISTORY

ATX SDN BHD

Position title: IT Support Team Lead

Specialization: IT Support

Duration: 1st June - Present

Responsibilities

Lead teams in the design of new applications, configuration of system upgrades and development of new programming tools.

Manage deployment and support of internal infrastructure system ensuring that periodic tasks are completed by each team member.

Create business processes, best practices, standards, templates and operating procedures to optimize IT project development.

Oversee projects to design and implement local IT infrastructure, data centers, network systems and servers.

Assign schedules, coordinate staff and allocate resources to ensure efficiency and productivity are maximized.

Develop metrics to test and monitor applications, ensuring consistent improvement.

With system architects, software engineers and IT management to ensure projects meet strategic initiatives.

Research, analyze and recommend implementation of new technologies or systems hardware.

Coordinate with external technology vendors, internal staff members and third party

Computacenter Sdn Bhd.(Astra Zeneca)

Position Title: Incident Manager

Specialization: Incident Management

Duration: 13th October 2014 – 2ND May-2015

Reason for leaving: Contract ended

Responsibilities

Managing high and critical Incidents to ensure timely completion

Managing user escalation

Overseeing all Incidents and user service requests for timely completion

Monitoring of tickets and taking the actions necessary to meet service targets

Managing Incidents including Major Incident with a priority of “Critical” or “High”, Priority 1 (Critical) and Priority 2 (High).

Client satisfaction for Incidents

Managing user escalations for Incidents and user service requests

Initiation of Problem Process for problems identified by Incident Management

Initiation of Issue Process for Issues identified by Incident Management

Producing management information, including KPIs and reports

Ensuring that all IT teams follow the incident management process for every incident

AIG GLOBAL SERVICES.

Position Title : Data Centre Hardware Services Engineer

Specialization : Network and Server

Duration : 7th April – 10th October 2014

Reason for leaving : Contact ended

RESPONSBILITIES

Contribute to the team in the deployment, projects and support of new data center infrastructures

Fix broken servers: replace hard drives, replace bad sticks of RAM, etc.

Configure and troubleshoot server’s related issues.

Install and maintain switches, routers, and other large scale networking gear.

Help test and troubleshoot new server hardware components and designs.

Prepare reports on daily data centre operations Ensure that daily backup tapes operations are done ( messaging,AS400 and Computron).

Raise change tickets for any kind of activities which will take place in the data centre

Attend to any incidents 24/7 should any servers or networks have issues.

Administer all emergency backup and ensure no interruptions in operations for same.

Maintain inventory for equipment keep records of warranty for all tools and equipment.

Assist all senior level engineers and perform troubleshoot on all customer issues

Develop standard operation procedures for various operations.

Atos Origin

Position Title : 2nd Level Support Engineer

Specialization : Technical & Helpdesk Support

Duration : 14th August 2011 – 26th November 2013

RESPONSBILITIES

To assist Atos customers in UK with desktop operation both hardware and software

To handle and reply incoming emails within timely manner each depending on accounts SLA’s

Respond to customer’s email messages

Provide first time fix wherever possible ( Perform trouble shooting)

Apply known solutions advice and guidance to customers

To raise change request from customers and ensure these are accurately logged and referred to the appropriate team

Perform end to end ticket management for all incidents and changes ensuring each ticket is progressed till resolution

Communicate with incident management, change management, problem management and other respective support teams to confirm details of high severity, minor/major change or problem records

Validate user equipment inventory data held within the inventory database

Generate reports on SLA, aged tickets, follow up tickets, pending change tickets and incident tickets

Create accounts for new employees who joined the company. This is by adding them in the Atos UK domain system

Carry out appropriate level of technical investigation prior to escalating to the next level

Ensure effective escalation and hand over of customer enquiries to the correct resolving group, client Resolver Groups ensuring accurate information is provided and the process is carried out in a timely manner

Troubleshoot issue related to outlook, profile issues, SAP, firewall and McAfee

Mahkamah Seksyen / Majistret Kuala Lumpur

Position Title : Administrator / Interpreter

Specialization : Law and IT

Duration : Oct 2009 – August 2011

RESPONSBILITIES

To assist judge in daily case basis

Preparing charge sheets and processing all kinds of summonses

Entering cases in the system(CASE MANAGEMENT SYSTEM)

Registering new cases manually and in the system

Mentioning cases before the judge

Setting next mention dates for cases in the advice of the judge

Processing warrants and bails

Interpreting from English to Malay for the accused who do not understand English

Symphony BPO Solutions Sdn Bhd (June 2008 – July 2009)

Position Title : Team Leader, (blue pulse – American based project)

Specialization : Technical & Helpdesk Support

Duration : Jan 2009 – July 2009

RESPONSBILITIES

To create intensive test plans to test out the system based on Operational requirements

Provide daily feedback on application development based on client and operational requirements

Direct liaison with clients on all operational related matters

Implemented the project from an Operational perspective

Generate, analyze and send out daily reports internally and to clients

To prepare Quarterly Business Review documentation

To perform quality monitoring for the entire team of 16 agents

To conduct product and process training for new hires

To escalate complaints/concerns to clients accordingly

To assist with scheduling, forecasting and capacity planning as project was run on a 24x7 basis

Perform recruitment on a speedy manner within a short span of time

Send out internal monthly reports to gauge utilization and Occupancy levels of agents

To intensively monitor systems for any downtime and to train agents to assist with the monitoring on a 24x7 basis

Provide analysis and feedback in relation to appraisals for agents during year end performance bonus payouts

Prepare all necessary billing documentation and supporting documents on a monthly basis

Involved in implementation of the project since conception

Singlehandedly managed the team from a performance management view as well as quality and training perspective

Created a quality monitoring flow which all agents utilise

Created the the Operations Business Requirement Documents

Performed heavy duty system testing on a large scale before commencement of project

Practiced succession planning by developing agents to take on heavier responsibilities

Conduct daily team briefings to increase motivation levels in the team

Team Leader, (Packet-1) June 2008 – Nov 2008

RESPONSBILITIES

To generate and analyze reports for clients on a daily, weekly and monthly basis

To assist in answering calls relating to troubleshooting

To assist with responding to emails within the stipulated turnaround time

To perform quality monitoring for all agents on a weekly basis

To conduct ad-hoc training for new hires

To handle escalations from customers with regards to complaints and dissatisfaction

Managed a team of 14 agents

Coach agents on a weekly basis on their areas for development as well as their strengths

Assisted in stabilizing all contracted client metrics within a short span of time

Assisted clients with implementation of the WIMAX launch

Created a structure for email responses which received great recognition from clients

Created healthy competition amongst team members to encourage them to perform their best

Participate in calibration sessions with regards to Quality with the Quality Assurance Specialist

To handle escalations from customers with regards to complaints and

Dissatisfaction

HSBC Data Electronic Processing Sdn. Bhd.

Position Title : Global Support Executive

Specialization : Call Centre (Banking Line)

Duration : June 2007-June 2008

RESPONSBILITIES

To handle incoming calls from Singaporean customers

To handle all enquiries relating to credit cards eg transactions, disputes etc

To handle escalations from difficult customers

To assist the Management with reporting and floor management

To coordinate between card processing division and customer

To offer compensation for dissatisfied customers on a case to case basis

Performed anti-attrition on various accounts thereby saving the company the loss

Jayan & Associates, Malaysia

Position Title : Legal Intern

Specialization : Law Firm

Duration : July 2003-April 2007

RESPONSBILITIES

Provided administrative & marketing support.

In charge of handling billing, invoices, receipts.

Performed legal research.

Prepared trial or hearing materials.

Corresponded with clients banks.

Drafted correspondence & reports.

In charge of filing

SKILLS

Ability to communicate at all levels (individually or group)

Working under minimum supervision, highly motivated and committed towards job assigned.

Favorable to continuous improvements for better performance and achievements.

Able to consult clients to utilize new software’s & updates E.g. Antivirus

Ability to install new programs including hardware & software.

Re-format pc using Ms Windows XP (service pack 1, 2, 3), Windows Vista

Workstation: Windows 7, Microsoft Windows XP Professional, Win 2000

Messaging: Windows Mail, Microsoft Outlook

Windows 2000/Vista/XP/Windows 7 (remote access support)

Hands on troubleshooting experience (Win platforms)

IT Savvy, having graduated and worked in this field

Registry editing in windows 2000, XP,Vista,Win 7

Good team player and multitasking capabilities

Proven initiative and ability to work with minimal supervision

Excellent organizational and motivational skill

Ability solve customers’ problem

Completed ITIL Foundation certificate in IT Service management.

ATTRIBUTES

Excellent communication skills and conscientious

Aptitude for problem solving, team oriented and self directed

A good team player, with the ability to work under minimum supervision

Willing to work on flexible & shift hours

Leadership, analytical and coaching skills

LANGUAGE SPOKEN / WRITTEN

Language

Spoken

Written

English

Excellent

Excellent

Malay

Excellent

Excellent

Tamil

Excellent

Moderate

REFERENCE

Mr Pavan Kumar Mr Roni

Head of IT Manager

ATX SDN BHD Computacenter Sdn Bhd

+601******** +601*-*******

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