David Ganesh Email & Phone Number

Selangor, Malaysia

• . Coached and mentored new employees to adhere to workflow skills.
• Contributed to process improvement on new ideation which is used as an avenue to drive continuous improvement and performance in the company.
• Serve as first point of contact for new employees on department processes.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.

Cyberjaya

• Perform 1st level and 2nd level troubleshooting for end users.
• Gather as much details to perform various diagnostic/troubleshooting steps.
• Use multiple tools to engage with user issue depending on the circumstances of the issue.
• Tools used e.g: Citrix, Active Directory, LogMein123 (Remote desktop assistance), CMD, SDM12 (ticket tool), BES12 (Email setup for Blackberry, Profile creation), Goodlink/Good Mobile (Email setup for Android, Tablet.
• Troubleshooting various different issues on a base to basis issue, Outlook, Internal applications.
• Request of installation of software push, Re-installation, Re-image, hardware issues, Mapping network printers, Network drives and etc.

Bangsar South

• Perform 1st level support to end users located in the US region mainly and globally for IT related issues.
• Perform ticket cration, updating, assignin and closing of incident ticket.
• Perform incident escalation for those incidents that are beyond service desk level.
• Assigning ticket severity, prioritizing work accordingly, and collaborating with other staff and vendor support resouces to resolve issues.
• Accurate documentation of all of the above activities.
• Contribute to service desk knowledge base

Petaling Jaya - Pulau Indah, Westports

• Reporting to the Team Lead and actively diagnosing and troubleshooting complex technical & networking issues promptly.
• To monitor Midrange AS400 Server & log daily error reports in order to provide instant resolution remotely.
• Re-activate/De-activate User ID’s in AS400 Server resolve all the technical issues of end users, be it hardware or software remotely.
• To provide all the support to the team and the management with regard to any technical and infrastructure queries.
• Enhanced own presentation, communication, and technical skills by attending interactive training sessions.
• Trained other Support Engineers on Windows OS and Wireless Routers / Network Printers and all other networking equipment’s including updated troubleshooting scenarios.

Petaling Jaya, Selangor, Malaysia

• Ticket logging and escalation to relevant departments E.g.: 2nd level, 3rd level, network team, server team, recovery team and etc.
• To handle users issue relating to fix user issues, Outlook issues, Pst folders & files, shared drive missing folders and files, password related issues to XP machines, Windows 2000, Windows Vista & Windows 7 newly.
• Will logged tickets and escalate, if necessary, issue could not be resolved through helpdesk 1st level.
• Will follow Knowledge tool (KT) for solutions as well as using general knowledge or basic understanding on how to solve n resolve users issue & follow escalation template.
• Will report to special matter expert (SME’S) or If issue is affecting 50 or more users as issue is severe.
• Level two & Workflow will be online if assistance is required to escalate or transfer call.

Cyberjaya

• Ticket logging and escalation to relevant departments E.g.: 2nd level, 3rd level, network team, server team, recovery team and etc.
• To handle users issue relating to fix user issues, Outlook issues, PST folders & files, shared drive missing folders and files, password related issues to GI machines, and all other issues relating to PC issue.
• Will follow Primus for solutions as well as using general knowledge or basic understanding on how to solve n resolve user’s issue.
• Will report to special matter expert (SME’S) if issue is effecting 100 or more users as issue is severe.
• Transfer calls to relevant department if user called to wrong helpdesk E.G. Vista machines, SAP applications issues, Mobile office private and Mobile Office Business and etc. will transfer to Vista helpdesk, Central.
• Further on, we do other related task if required to do so. We handle new cases on a daily basis that improves our experience.Main Systems: Citrix, Service Centre 6,,Primus, DWFM, Password reset application & server.

Menara TA1

• Find the best and fastest solution in order to resolve. Deal mainly with Modems (Aztech, 2wire@malifax, Thomson Speedtouch, Siemens, and many different kinds of modem.
• Support many different kinds of modems like DLink, Linksys, Netgear and etc. to support for configuration of these modem in order to set up the Internet connection which were unsupported by Sintel@singnet.
• Do a lot of other troubleshooting problems, such as email client for Microsoft, e.g.: Microsoft 2003, Microsoft 2007, Outlook Express 4, 5, 6 and etc. Also, we troubleshoot on connection problems such as frequent.
• Assist customers in PC problems whereby the LAN (network cards and all of customers hardware issues we would check to if it is causing problems that is link to the Internet).
• Do a lot of other things also which are out of our job scope, which we provide to the customer to resolve the issue.
• Do an extra task when requested by my Managers or Supervisors to give Manager Call backs or handle cases by managers. I also do floor mentor (Assisting new agents and guiding them to perform troubleshooting.)Main.

Cyberjaya

• Specialization: Managing customer accounts, shutting down/ closing customer accounts, making personal loan & etc. payments manual & managing or monitoring customer’s payments manually.
• Managing customer account and making personal payment manually.
• Creating diaries for customer account to be managed well.
• Issuing deb letter and transferring savings funds to cheque accounts.
• Increasing & reducing overdraft facilities for IDC (International Debit Card) for customers.
• Managing & dealing with customers whom are insolvent or bankrupt/iva.

Diploma, Software Engineering

Spm