Punithaasha N Marimuthu Email & Phone Number

Berlin, Germany

Malaysia

I am involved in managing Level 1 & 1.5 Service Desk operations, logging and processing technical support calls and chats. Manage ticket backlogs and daily email ticket distribution to other analysts. Conduct formal training sessions for new hires during the onboarding process. Perform daily monitoring for AWS inbound calls and Bold360 Web Chat servicesI was involved in communicating with Incident Management, Change Management, Problem Management and respective support teams to confirm details of high severity, minor/ major change or problem records.Recognized as a top analyst, achieving a 100% Customer Satisfaction (CSAT) score and a Target Ticket Resolution (TTR) of less than 1.3 within the first month, contributing to group Key Performance Indicators (KPIs).Assumed a mentorship role, working alongside senior analysts, to accelerate the onboarding process of new team members within just five months. Designated as a point of contact (POC) for analysts, verifying tickets before routing them to the appropriate functional teams.Acted as a Subject Matter Expert (SME) and System Administrator for the Okta Verify Authentication system, supporting internal platforms such as MyID Baker Hughes, SAP Ariba, and Cyberark Endpoint Privilege ManagementI also function as a Priority 2 (P2) Verifier to assess major incident eligibility when necessary. Represent the IT department and provide IT support for internal events. Cater to escalated cases as part of the escalation matrix, ensuring prompt resolution for urgent issues aimed at enhancing client satisfaction.

Singapore

Perform End User Support – Client ManagementPerform troubleshooting for client platform related problems.Respond promptly to incident, investigate & provide temporary &/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties.Perform service request related to client platforms.Monitor the agreed service level, document & maintain the configuration of the systems; provide regular reporting to relevant parties.Involve in client platform implementation/upgrade project.Perform follow-up with vendor on replacement of hardware.Perform asset management & update asset records.Perform user account management (eg. Create password, reset & delete)Perform local server administration to facilitate software distribution & patch management service.Manage client platform implementation / upgrade project.Ensure deliverables meet service level requirement. Propose and implement action plan when required.Established facility management standards/best practices to ensure operation consistency across project / facility management teams.Submit progress reports

Singapore

Selangor, Malaysia

Master Of Business Administration - Mba, Project Management, 7

Master'S Degree, Educational/Instructional Technology, 3.49

Bachelor'S Degree, Human Resources Management/Personnel Administration, General, 3.27/4.00

Master Of Business Administration - Mba, Business Administration And Management, General