Management Engineer
Resume:
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 : ************@*******.***
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
Contact this candidate