Gulvinder Singh Dhaliwal Email & Phone Number

Selangor, Malaysia

Malaysia

Kuala Lumpur, Malaysia

* Oversee IT-related matters in South East Asia offices (Malaysia, Australia, New Zealand, Indonesia, Philippines, Thailand, Vietnam, Myanmar, and Cambodia) with a focus on Corporate, Vendors, and end-user community.* Act as an incident manager for widespread impacting issues. Work in conjunction with internal IT groups / external vendors for resolution and communicate with key business stakeholders.* Frequent traveler for a proactive site visit to South East Asia offices with agenda to perform site health check (IT infrastructure, hardware inventory audit) and collaborate with other teams for project specific tasks. Sets time for sit down with key business stakeholders to understand IT related concerns, build relationship and schedule knowledge sharing session with respective business units.* Accountable for assigned incidents, responds with experience and comply in established time limits. Contact required internal or external resources if necessary, to resolve issues with minimal supervision.* Scope includes, but is not limited to, Windows and Apple computers, mobile devices, telephony, network, audio visual (AV), video teleconferencing (VTC), printer, Networks.* Leads problem resolution activities among multiple parties for non-assigned incidents and tasks.* Advocate of self-empowerment via knowledge sharing. Produce self-help documents with concise instructions that is end user friendly, and at some point, technical, if to be shared with junior or vendor tech.* Knowledge in ServiceNow, SalesForce, SCCM, Splunk, Jira, MySql, Zoom, AD, Cisco VPN, BlueJeans, MAC OS, Windows OS, Office Applications, Okta, Remote Desktop, Avaya Telephony, Grafana, Asset Management, Slack, Kibana, MS Azure and many others.

Selangor, Malaysia

• Develop an in-depth understanding of the Expedia®Connect, Expedia QuickConnect, ExpediaConnect 2 connectivity integration systems, and Expedia hotel inventory systems as well as the related business impacts.• Work closely with hotel partners and internal customers for problem resolution and escalation.• Provide technical support for Tier 1 Support Analysts resolving complex technical issues with partners’ connectivity systems.• Generate SQL reporting and identify action items.• Researching technical issue using Kibana Tools, Splunk and Grafana Tool.• Creating Jira Bug Escalations.• Escalation of cases to meet the defined Service Level Agreements and Key Performance Indicators.• Coordinate with Market Management, Operations Support and Product teams to escalate issues of a technical and business nature.• Support Market Managers and Market Associates in daily operations for hotel partners.• Assist in preparation and distribution of daily, weekly and monthly reports.• Generate ad hoc database reports.• Maintain status schedule of data completed, data in progress & data waiting to be processed.• Maintain open dialogue with Market Manager, Market Associates and Regional Directors.• Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and the technology product development team as well as handle Tier 2 escalations.• Ability to work in a technical environment in tier 2 or tier 3 support role and escalate to Tier 3 support teams and program managers as necessary.• Escalate and manage system outages working with NOC TEAM.

Malaysia

Microsoft Desktop Optimization Pack (providing Implementations and solution for Corporate Accounts).• Providing planning• Budgeting planning• Engaging Microsoft partners• Inventory SolutionsMicrosoft’s Infrastructure Optimization Model• Core Infrastructure Optimization Model• Business Productivity Infrastructure Optimization Model• Application Platform Infrastructure Optimization ModelMicrosoft Cloud SolutionsMicrosoft LicensingMicrosoft Virtualization Implementations and solutionMicrosoft SharePoint Implementations and solutionMicrosoft Office 365 Implementations and solutionStrategic Technical resource, who work directly with midsized customers to help them understand how Microsoft Solutions can positively impact their business.• Develop and maintain customer relationships with key IT decision-makers to demonstrate Microsoft´s commitment to help customers solve challenges• Work directly with commercial and public sector customers, partners and the Microsoft Account Manager• Leverage internal and partner resources where and when needed to do what’s right for the customer and for the organization.• Increase revenue and improve CPE by developing qualified opportunities for Microsoft Partners and optimizing the annuity revenue stream.• Work effectively within a virtual team, taking strategic direction from account owners and considers input from team members.

Malaysia

System Engineer Tier 2, QA, Team Mentor (USA, ANZ ,UK & EMEA) Project: Cardinal Health & CareFusion (Pharmaceutical Industry)Main Duties: Providing level 2 technical support for Corporate Users and VIP, VVIP. Provide Training and 1 to 1 coaching. Troubleshoot windows errors, updates, system error, windows installations and all windows platforms software and applications. Specialists in windows XP, Vista, Windows 7 and Office applications. Remote into user’s computer and taking control. Password Reset Via-Active Directory. Support Lotus Notes and SameTime. Basic Support SAP Applications. Support VPN Connections and network support. Support Citrix Application and VMware. Strong communications with all level of people, driven to learn and apply new ideas. Alaris® Products Support Pyxis® Technologies Support PeopleSoft Support Support Client server and application. Handle High Severity cases. Troubleshooting with system errors. Monitor agent daily task. Monitor case notes and troubleshooting steps. Handel senior tech cases. Provide training and coaching for new hired agents. Handel calls monitoring and call quality coaching for agents. Case escalation points. RTA – Real Time Analysis. ITIL Guidelines.

Malaysia

• SME – Subject Matter Expert• Overlook & Lead HP RMS System for ANZ.• Providing level 1, 2, 3 support for HP Retail Publishing Solution.• Troubleshooting system errors.• Monitor junior technician daily task.• Analyzing case notes and provides troubleshooting steps.• Handel senior technician cases.• Provide training and coaching for new hires.• Handel calls monitoring / Transaction Monitoring for agents (QA).• Case escalation points.• Real Time Analyst• Remote in VPN Cisco – HP• Provide Remote Resolutions.• Provide Field and Onsite Support for Retail Publishing Solution.• Ownership of DMAIC Projects and COPC initiatives

Malaysia

MICROSOFT TECHNICAL SUPPORT TIER 2 (ANZ & EMEA)Main Duties:Providing level 2 Microsoft technical support for all level users. Level 2 isthe last resolutions for Microsoft.Troubleshoot windows errors, updates, system error, windowsInstallations and all windows platforms software and applications.Specialists in windows XP and Vista, Office applications and XBOX.Remote into user’s computer and taking control user systems.Checking on the monthly reports on usage of the facilities and finalize byconfirmation email.Strong communications with all level of people that driven to learn and applynew ideas.Specialists in Antivirus.Remote into customer PC/ Desktop via Easy Assist or Remote Desktop.*** After A Year Promoted To HP Account as SNR Tech, QA, Trainer & SME.

Malaysian And Singapore

IT SPECIALIST NHG SINGAPORE Providing Tier 1 technical support for NHG – Pharmaceutical Industry in Singapore. Providing technical support from hardware, software and applications.Main Duties: Communicate with Singapore helpdesk / customers via phone, email and escalations to resolve all enquiries of software applications. Handling systems outage. Troubleshooting on computer systems. Creating users accounts and reset their active directory (ADID) Troubleshooting on Lotus Notes and Office Outlook applications Supporting IBM Software and Hardware Tools Recognized as creative and practical problem solver. Personable, Articulate and professional in both appearance and manner. Experiences in balancing priorities for short-term and long range goals

Seremban

Bachelor (Hons), Information Technology

Bachelor (Hons), Information Technology, Computer Engineering

Microsoft Certified Technology Specialist (Mcts), Mcts, A

Diploma, Networking And System Support, A