Kasthuri Subramaniam Email and Phone Number

• Responsible for installation and maintenance of highly complex WIN 10 clienthardware/software systems• Supports multiple complex combinations of client hardware/software applications – MS,Adobe, McAfee & others.• Recommends selection and evaluation of client specific hardware model. Define clienthardware road map for Dell.• Partner with business, IT Operations & other infrastructure team to understand and analyzecomplex business needs and implements ways to optimize PC hardware resources inachieving business objectives.• Analyzing benchmark results, evaluating software images and their impact to systemperformance, as well as general hardware performance analysis and tuning.• Working closely with Product Teams, ODMs, IT ,and Security to ensure that the total platform(Software and Hardware) function at optimal performance and stability.

• Manage the IT Onsite Lab in Dell Cyberjaya Facility (Site Lead)• Provide face to face IT support service for Dell Cyberjaya clients including installation,configuration, troubleshooting and maintenance of system, hardware and peripherals• Work closely with ODM to order new or replacement systems, parts and peripherals• Work with vendors and suppliers on maintenance of hardware in Dell facility (Printers, VideoConferencing, Telecom)• Work closely with global team to innovate and implement appropriate process flow withinthe team and with other IT divisions to achieve business goals

• Global Incident Management support (calls/emails/tickets) related to software, hardware,networking, database, security, exchange server and internal processes• Handles escalations to troubleshoot and resolve incidents to ensure high customersatisfaction• Help to dispatch hardware parts and support to remote users globally• In-charge to train and audit incident calls and to implement improvement plans for coachingand mentoring new hires

• Handles escalated incidents and provide technical support (Calls/Emails) for MicrosoftClients• Report issues and cases directly to MS and follow up to find solution for complex issues• In-charge for handling CSR events and team-building activities for the entire account

• Handles calls/emails regarding complaints, technical support and process related• Handles escalation calls on complaints from customers and help to resolve issues and achievehigh level of customer satisfaction• Coach and mentor new hires and provide training on new products• Actively take part in meetings, training and discussions to find ways to improve the existingprocess and tools

- Responsible to chase & collect all invoices from procurement department- Make sure all the invoice and payment details are captured accurately in the system- Liaise with the companies to check on the payment status and discrepancies - Carry Out any Ad-Hoc duties for the Account Manager