MANIKKUMARAN PUNISAMY
*, ***** *** */*, Bukit Rahman Putra, 4700 Sg. Buloh.
ada5w1@r.postjobfree.com
PROFILE SUMMARY
Personable and tenacious Incident Manager with excellent organizational, critical thinking and project management skills. Ability to thrive in fast-paced environment and maintain an upbeat attitude at all times. Possesses great interpersonal and communication skills with the ability to correspond efficiently with the staff and all management levels. I have the education and training needed to set up support systems to help reduce problems from occurring and to keep systems running smoothly. Seeking to leverage skills and abilities in an organization where I can display an outstanding ability to plan, operate, multitask, organize, coordinate, and implement practices and procedures to bring significant improvements in processes towards the successful attainment of goals.
CORE COMPETENCIES
Strong Listening Skills
Project Management
Strong Work-Ethic
Fluent Trilingual Speaker
Team Management
Operation Management
Forecast & Project Reports Making
Strong Organizational Skills
Problem Solving
Good Time Management
Goal-Oriented
Good Communication Skills
EXPERTISE AND COMPETENCIES
Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Coordination: Adjusting actions in relation to others' actions.
Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Multitasking: Juggle multiple tasks and responsibilities while remaining composed and meeting deadlines.
PROFESSIONAL EXPERIENCE
Major Incident Manager Standard Chartered GBS May 2017-Present
Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of
the Service
Follow the proper escalation guidelines to move a major incident to its endpoint to meet expected service level agreements
Shares process improvement plans for handling the critical incidents that might help in quicker service restoration in future
Performs as the liaison with technology operations and line of business teams which includes support, and leadership to ensure swift resolution of incidents
Liaised with service managers and CTM for overall process and stability issues
Perform self-skill assessments to ensure required capability & continually development
Ensure tools for timely communication of incidents to subscribers and key stakeholders
Ensure effective communications with service desk for high severe incidents
Freelance Consultant and Trainer April 2013-May 2017
Business development and marketing consultant for SMEs
Helped to startup businesses for aspiring entrepreneurs
Developed marketing plan for new and existing businesses
Trained over 2000 entrepreneurs on raising fund and starting up businesses
Trained over 100s professionals in PMP & ITIL
Developed own CSR loyalty redemption program which will be used as marketing tool for an oil & gas company
Carried out CSR project for organization for 9 months with annual budget of RM800,000.00
Project Manager Intuittech Sdn. Bhd. April 2012-April 2013
Effectively communicated project scope, schedule, and budget with both customers and contractors
Monitored projects on an ongoing basis, evaluating progress and quality, managing issue resolution and taking corrective action as necessary
Prepare, review and discuss findings of all collated reports and analytics
Initiated project kick-offs at upon confirmed orders
Completed 70% of the projects within the agreed timeline with customer
Analyzed issues during projects and updated lessons learned. Used and avoided similar issues during new projects
Highlighted current shortcomings in general project management and planned training to improve the overall process.
Technical Lead/Subject Matter Expert/Analyst Hewlett Packard (HP) July 2009-March 2012
Successfully managed end to end Move User Improvement Plan Project to smoothen the operations and better customer experience.
Organized and chaired Move User Improvement Meetings with stake holders and project managers
Provided technical assistance for analyst and global customers in issues related to access, smart card and others
Setup and managed a new team to look into high level escalations and provided training
Actively involved in Ad-Hoc project and operations whenever required
Provided complete route cause analysis for issues related to GRM
Subject Matter Expert- (SME)
Developed and implemented data-based solutions in a timely manner
Served as point of contact for Subject Matters Experts (SME) assigned to problem Investigation and dedicated only to the respective service.
Dedicate 70% of their time for request processing and 30% for service improvement
Responsible to ensure CLS (99%) is met by working along with the Workflow Specialist to ensure all request are completed within SLA
Assists Technical Lead in facilitating team meetings and activities regarding investigation and diagnosis phase (escalations and minor projects)
Assists Technical Lead in facilitating team meetings and activities regarding investigation and diagnosis phase (escalations and minor projects)
Analyst
To provide a co-ordination point for all incoming and escalation requests as well as IT administration within the scope of Request Management Service Level Agreement and across all supported IT platforms and applications, encompassing network account security administration, application access administration and repository/records maintenance for both global and regional request.
To log and/or coordinate incoming requests, problems and queries, resolving technical matters and ensuring that all tickets are raised in all cases.
Ensures that full account is taken of customers' real and perceived needs in the delivery of requests and that regular feedback on the progress of requests is given.
To provide high standards of integrity, efficiency, and a devotion to customer satisfaction in all interactions that needs to be met and sustained.
Communicate effectively at all times with customers, colleagues and delivery groups
Business Manager Talhope IT Network Sdn. Bhd. 2002-April 2009
Planned and executed major end to end projects to increase the revenue of the organization.
Worked along with social organizations to provide technical and non-technical trainings. The target audiences ranged from school students to working executives.
Involved in budget preparation, complete correspondence, procedures and other duties during various event management projects.
Planned and organized Malaysia’s very first Indian ICT Fair in 2006, with participation of more than 25 local and international ICT companies, attracted around 10,000 visitors throughout Malaysia. The event was held at Wisma Peladang, Petaling Jaya, Selangor. Organized a special quiz program for school students whom participated in the ICT Fair
Software Engineer Multimedia Interactive Technologies June 2000-April 2002
Ran monthly unit tests to determine software effectiveness and mend broken links or glitches in the system.
Apply programming abilities to develop and test systems-level software
Collaborating to eliminate bugs and further development of current applications
Second level user support for online payment channel (BillCentre.com), managed to reach 95% of SLA which is within 24 hrs for issues raised
Carried out R&D for Bill centre, developed a 20% of generic site
Analysis followed by continuous campaign strategy by coordinating surveys, researching recent report and articles or commissioning market research
Worked with JAVA codes and Oracle, DP5 for extracting reports from database, used simple SQL query for reporting purpose, maximizing the usage of DP5
Hitachi Electronics Products (M) Sdn Bhd June 1998-October 1998
Developed Overtime System using VB5 for reporting purpose
Setup network and labeling, helpdesk support for troubleshooting in Hitachi Electronics Plant.
Updating virus information periodically and installation of software in PC’s
EDUCATION
Universiti Kebangsaan
Bachelor of Information Technology
Malaysia (UKM)
TRAINING & CERTIFICATES
Prince2 Foundation 2015
ITIL V3 (2013)
Cisco Certified Network Associate (CCNA) 2012
EC-Council Certified Security Analyst (ECSA) v4 2009
Certified Ethical Hacker (CEH) v6.1 2009
Completed Project Management Professional Training (PMP) in June 2011
Completed (MCSE 2003) Microsoft Certified Software Engineer Training in April 2009
2009 Top Move User Analyst for Request Management Team 1
Move User Top Analyst from Jan 2010 to June 2010
2010 Top Analyst for Request Management
Q1 and Q2 Top Performer Award for Svd & WS by Shell
Q2 Top ELT Award for SVD & WS by Shell
Q1 Top ELT Award for SVD & WS by HP
GENERAL SKILLS & ABILITIES
Possesses a positive, energetic and professional attitude
Achieving goals, creative/strategic thinking and problem solving
Demonstrated ability to work and perform at the highest standards in complex and demanding environments
Excellent ethics, hardworking, focus minded and sound organizational ability
Flexible to change with excellent planning and execution skills and works well within the constraints of tight deadlines
Languages: Fluent reader and writer in English, Malay and Tamil