Service Desk Technical Support
Resume:
SUMMARY
ACCOMPLISHMENTS
EXPERIENCE
ASUWANIMALA MAHISWARAN
Puchong, Selangor, 47130 +601*-******** *****.****@*****.*** As a dynamic and results-driven professional with a proven track record in Salesforce, I thrive in challenging environments and excel at driving teams to success. With over a decade of experience leading cross-functional teams, my strategic vision and innovative problem-solving have consistently delivered exceptional results. My leadership is characterized by a unique blend of adaptability, resilience, and a relentless commitment to excellence, making me the ideal candidate to elevate your team to new heights.
Enhanced service desk performance metrics by Created a dedicated session for Salesforce in knowledge base which contributed to a continuous improvement strategy and a 20% increase in first-call resolution rates. Conducted regular training sessions for new hires and existing staff, resulting in a 40% increase in team efficiency and a reduction in escalated tickets by 15% over six months.
03/2021 to Current Senior Analyst
Computacenter Services (Malaysia) Sdn Bhd - Kuala Lumpur Provided initial technical support in solving personal computer device needs, issues, and requests.
Documented help desk tickets/resolution thru Service Desk and maintained equipment inventory lists.
Assisted internal technology users via phone and computer-based remote methods to test the functionality of a person computing device. Identified reoccurring issues and inform appropriate information system area to evaluate the design and issue resolution methods to minimize productivity impact on internal technology users.
Performed regular data uploads/exercises, data maintenance &cleaning activities using Dataloader.
Managed Salesforce helpdesk in providing application users with technical support, tracking resolution progress in Salesforce Cases. Created and maintained documentation on processes, policies, application configuration and help-related materials for superusers, end-users and governance staff,
Worked with Sales, Sales Operations, and Marketing executive management and end users to manage existing Salesforce application and ancillary systems.
Configured and customized the Salesforce CPQ application to support dynamic pricing, product bundling, discounting strategies, and quoting workflows.
Documented technical designs, implementation details, and configuration settings for Salesforce CPQ customizations and integrations. 10/2019 to 02/2021 System Support Engineer
NexRoar Services Sdn Bhd - Selangor
SKILLS
Installed and configured computer hardware operating systems and applications monitor and maintain computer systems and networks. Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
Provided support, including procedural documentation and relevant reports.
Followed diagrams and written instructions to repair a fault or set up a system support the roll-out of new applications.
Set up new users' accounts, profiles and deal with password issues. Optimized system configurations, tailoring environments to specific departmental needs.
Analyzed user feedback, identifying areas for improvement in IT support services.
Streamlined support ticketing process, reducing response times for user inquiries.
09/2017 to 02/2019 Salesforce Support
Computacenter Services (Malaysia) Sdn Bhd - Kuala Lumpur Worked with Sales, Sales Operations, and Marketing executive management and end users to manage existing Salesforce application and ancillary system
Designed and create customized Sales reports and dashboards (i.e. pipeline management and forecasting) that drive informed business decision
Performed regular data uploads/exercises, data maintenance &cleaning activities
Managed Salesforce helpdesk in providing application users with technical support, tracking resolution progress in Salesforce Cases Documented all Salesforce administration activities, maintaining a comprehensive record for audit and training purposes. Reviewed and updated Salesforce permissions regularly, safeguarding sensitive information and complying with data protection regulations. Monitored Salesforce system performance, troubleshooting issues and implementing fixes to maintain optimal operation.
02/2014 to 05/2017 Global Service Desk
DXC Technology - Cyberjaya
Managed incoming service requests and incidents via telephone, email, and ticketing system, delivering timely first-line support. Conducted regular follow-ups on open tickets to verify solutions and prevent recurring issues.
Followed standard Service Desk operating procedures accurately log all Service Desk tickets using the designed tracking software. Optimized ticketing system configuration to improve tracking of issues and allocation of resources.
Guided users through problem resolution steps verbally and via written instructions, enhancing their understanding of systems. Diagnosed and resolved technical issues, escalating complex cases to appropriate second-line teams for further assistance. Process development
Strategic planning and review
Salesforce knowledge
Salesforce CRM expert
EDUCATION
LANGUAGES
CERTIFICATIONS
REFERENCES
Business artefacts documentation
Agile and scrum methodologies
Analytical thinking
Salesforce software
Salesforce administration
ITIL framework
ITIL methodologies
Strategic planning
Web-based reporting tools
2025 Executive Masters in Cyber Security
Universiti Pahang Malaysia - Pahang
On going (Expected to Finish by May 2025)
2021 Management
Universiti Teknologi Malaysia - Johor Bharu
Graduated with higher pointer 4.00 (Dean list)
Tamil: First Language
English: C2
Proficient
Malay: C2
Proficient
Chinese (Mandarin): A1
Beginner
ITIL V4 Foundation certified
Kavitta Thambidora Customer Delivery Manager
*******.**********@*************.***
Computacenter Services Malaysia
Pruthivi Chandran Ex-Senior Service Manager
********@******.*** +601*-*******
Afroz Hussain Team Lead
NexRoar Services Sdn Bhd
Puvan Manager
Hewlett-Packard Multimedia Sdn Bhd
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