JEYSHREE MARIAH

A-**-**, Astana Lumayan, Jalan Tasik Permaisuri 3, Bandar Tun Razak, Kuala Lampur 56000

+60-126****** / +974-******** adbe9r@r.postjobfree.com

Summary

Accomplished IT Professional with 8+ years of experience in managing IT Streams /Services across technical and management domain, vast experience in handling various projects and refining existing process. Diverse working experience with small and medium size of companies to multinational clients with excellent communication and multitasking skills.

Experience

Business Support [Integrated Operation Centre] Jan 2015 to 2019

T-systems Malaysia Sdn Bhd – Cyberjaya, Selangor

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As part of IOC (formerly known as PCC) Management Team, main focal point for all new projects/services onboarding, briefing and monitoring daily progress of the new on-boarded services. Main tasks include but not limited to the following;

Planning and coordinating smaller projects and measures within the assigned area of responsibility (e.g., creating and coordinating structural project plans, analyzing and coordinating feedback/ changes and integrating them into the project plan).

Define and coordinate group policies and guidelines (e.g., determining and coordinating interfaces to other processes, procuring and analyzing information, and providing it as required).

Designing the content, editing and coordinating review documents and the success of group policies and guidelines.

Preparing and analyzing content of review results, and defining initial proposed measures.

Monitoring and, if appropriate, escalating assignments from the minutes and agendas.

Preparing information for draft resolutions, driving relevant analyses and the preparation of recommendations for the management and coordinating their implementation.

Ensure consistent and effective processes are in place, tested and signed off for the smooth day to day operations of the service. This is also to ensure consistent delivery in accordance to service description.

Regular communication with the SDM/OPM about service and quality.

Implementing performance metrics including measuring, reporting and acting upon process performance results.

Develop strategies relating to processes, documentation and service improvement as needed to ensure gaps are addressed and continuous improvements are in place within the team.

Develop and implement improvement plans pertaining to customer satisfaction.

Defining Key Performance Indicator (KPI) for business improvement (BI) analysts.

Handling new client enquiries and act as the focal point of the business.

Plan, schedule and coordinate activities related to service development to ensure constant improvement in operations.

Ensure the performance and quality are being delivered to customers is meeting ITIL standards and all audit criteria.

Leading and participating in activities required to provide necessary documentation and evidences as requested by Operations KPI.

Drafting, updating and maintaining process and procedure documentation to assist the team in delivering a consistent and excellent level of service, ensuring that any such documentations is being used.

Proactively liaise with internal support teams to ensure maximum service availability via the timely resolution of incidents.

Monitor and assist to improve the efficiency of provided services. Facilitates coordination and communication between support functions.

Compiling, analyzing, evaluating, preparing and documenting data and information from primary and secondary sources and communicating the results.

Participating in creating documents for reviews of compliance and measuring the success of group policies and guidelines.

Implement performance metrics including measuring, reporting and acting upon process performance results.

Ensure service provided meets requirements of KPIs/SLAs, including agreed parameters around quality, cost, and availability/reliability.

Develop strategies relating to processes, documentation and service improvement as needed to ensure gaps are addressed and continuous improvements are in place within the team.

Documentation creation, testing, store, release, share and manage.

Shift Lead [Production Control Centre Department] Jan. 2013 to Dec. 2015

T-systems Malaysia Sdn Bhd – Cyberjaya, Selangor

Lead a team of 10 IT Professionals, tasks includes but not limited to the following;

Ensuring operational readiness to comply with highest standard and to meet agreed operational/Service delivery criteria.

Ensuring Level one monitoring, troubleshooting has been carried out properly, recorded and handed over to the next level if required.

Ensuring Services and associated service requirement are understood and communicated within team and proper implementation of the policies in the daily work.

Handling escalation from the team with regards to policy, process and procedure.

Dealing with high visibility incident/technical issues.

Responsible for handling people management issues impacting team operation.

Responsible for addressing all disciplinary issues within the team.

Tracking individual performance by using different KPI measurement tool, assisting individual to grow and achieve their KPI.

Designing Career development plan/training which suits to induvial need to help them grow personally and professionally.

Designing and implementing new initiatives/policies as per management directives.

Mentoring and training junior and new staff

Active participation bringing new talent onboard and training.

Actively participate in the team leaders meetings and ad-hoc meeting.

Reporting team development and activities to high-level managers or human resource.

Channelizing the individual/team feedback to the management team as per requirement.

Attending management meeting with PCC management team.

Backup Engineer [Backup and Storage Department] June 2009 to Dec. 2011 T-systems Malaysia Sdn Bhd – Cyberjaya, Selangor

Supporting various backup site globally for small to multinational client mission critical environment.

Troubleshooting on the library hardware and backup software.

Configure and support backup on SAN environment.

Maintain the security and control of the backup procedure and process.

Monitor the system health through various backup monitoring tool.

Integrity function check for the backup on specific interval to comply with annual audit.

Disaster tolerant solution.

Coordination with the vendor to resolve the hardware/software issue.

Technical Call participation to cater various customer request based on the Design and development, consultation, customization, ever greening, issue/Query resolution.

Planning, design and consultation in coordination with other vendors to resolve the problems.

In-house training to new staffs.

Trainee Dec. 2008 to May 2009

Dell Malaysia – Cyberjaya, Selangor

Add/Amend/Deactivate/Extend/Update/Void the warranty date/s as per request/contracts if necessary escalate to the management.

Amend/Update the faulty/new service tag to correct service tag.

Handle DCSS missing service tag issue.

SQL Query generation to fetch various reports from the sql servers like error reports, manual report, and report based on the check lists.

Pull warranties report and prepare template to insert into the database.

Keep track on the tickets submitted into the wrong queue.

Key Skills

Storage Technology : Backup and Restore B.N.R

Ticketing Tool : HPSM, HPSC, and JIRA.

Appl. Awareness : Remedy, Oracle Toad, Crimson Editor, Microsoft SQL Server 2005.

Libraries : ADIC SCALAR 100/i500/1000/2000, Scalar 50 (Advanced proficiency).

SAP Libraries : DOM@SAP, SOM@SAP (Advanced proficiency).

Process Awareness : ITIL, Six Sigma

Language/Query Lang.: PHP, SQL, PLSQL, ASP.NET, ADO.NET, VB, Share Point.

Administration : System Support, DB (Beginner)

IDE : Visual Studio, Share Point Designer

Framework : Windows work flow foundation, Window presentation foundation.

.NET framework Miscellaneous : Project Development, System Testing & Implementation (Intermediate)

Education

Bachelor of Computer Science (Information System) 2008

University Tun Abdul Razak, Malaysia

Certifications

Quantum certification for Media handling, Scalar (24/50/i500/i2000) 2010

Window Server Administration 2012 2013

ITIL Foundation: Service Transition Process and Policies 2014

ITIL Service Operation – 2011 2015

Accomplishments

Best Shift Awards (as Shift Lead) for Six Consecutive Months. 2013

Spontaneous Recognition Award. 2010

Personal Information

Date of Birth: September 10th, 1983

Languages: English, Bahasa Malaysia, Telugu, Tamil.

References: Available upon request.

Present location in Doha, Qatar

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