Sandeep C. Email & Phone Number

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Petaling Jaya, Selangor, Malaysia

· Responsible for supporting all system servers/applications (diagnosis, support, upgrades, and installations).· Responsible for monitoring Real Time systems and provide Analyst Reports in the event errors occurs.· Responsible for giving requirements for future components to be introduced.· Responsible to deploy new releases for the various GIS installations.· Maintains a clean and safe working environment, including the proper disposal of all obsolete equipment and removal of debris associated with the supported system.· Maintains IT systems to conform to all Security Measures deemed necessary for the site.· Supports, documents & budgets for all IT hardware, servers, OS, Software, & infrastructure· Communication and training between Service Desk and co-workers.· Update necessary Documentation.▪ Perform server patching & making sure the fail-over from passive to active server and vise versa is successful.· Tools that are being used are Grafana, Wireshark, SimpleHelp Remote Application, & RDCMan.▪ Maintains & follows GIS System Admin documentation, SOP, etc.· QHSE▪ Follows IT Security Policies.▪ Complies with mandatory QHSE training and fulfills QHSE objectives.▪ Appropriate use of QUEST for Health, Safety & Environment, and Service Quality issues.▪ Fully support wherever necessary to participate in or assist with local LPT and QIP activities.▪ Records each change management in the ESM CM system

Kuala Lumpur, Malaysia

Responsible for the incident management process. Maintain and/or implement the company systems in accordance with business requirements. Ensure that all system design changes are documented in accordance with the companies change control procedure. Assist with all aspects of IT-related project management. Support other IT functions in the company across Malaysia, Singapore, HK, Australia & New Zealand. Regularly review processes and ensure alignment with business needs and practices. Review and enhance system performance and establish system interfaces utilizing standard software tools. Positively represent the IT Department with IT vendors in all aspects of application management, build and maintain a positive profile for the company’s applications throughout the entire organization. Ensure all IT documentation is up to date. Built laptop via InTune for Windows new machines & ensure all application are activated before deploying to user.Manage customer expectations and service levels ensuring the IT Team Lead is informed of any breaches/escalations.Assist with the role out of upgraded equipment which may include traveling to other branches to remove and replace old IT equipment which includes lifting and manual handling. Establish business relationships and liaise with all company stakeholders. Manage relationships and adhere to the company’s agreements with all third-party suppliers. Manage and own all issues, problems & technical faults within the roles responsibility through to full resolution within the minimum timescales possible.In August 2022, Performed duty as Project Manager (reporting directly to the Operation team for the office move from old to new office & focused on the IT infrastructure setup (network switches, patching, AP installation & pabx) & IT hardware setup in the new office. This office move project was managed & monitored by myself (appointing vendors, supervising them & guiding them on the new office setup/layout).

Cyberjaya

• Measures employee performance via recorded monitoring & chats and also case audits.• Participates in design of call & chat monitoring formats and quality standards.• Performs call & chat monitoring and provides trend data to site management team.• Uses quality monitoring data management system to compile and track performance at team and individual level.• Provides actionable data to various internal support groups as needed.• Participates in customer and client listening programs to identify customer needs and expectations.• Prepares and analyzes internal and external quality reports for management staff review.• Provides feedback to the operations & management.• Works with management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service.• Assists with development of the service desk training and QA process• Works on a variety of assigned special projects

Cyberjaya

Participates as a member of an IT technical team. Performs basic analysis of functional or service requirements using fundamental understanding of Information Technology (IT) Business process or problems.Implements end-user or enterprise infrastructure or application services prepared by more senior Engineers.Applies technical knowledge to operate and administer infrastructure or software platforms and user groups of moderate complexity.Resolves technical issues of moderate complexity within a given technical area. Partners with members of a given team or other IT teams as appropriate.Identifies potential escalations and proactively alerts management.Provides solutions to prevent problems from occurring in area of responsibility including patch management.Reviews, implements and verifies changes/solutions of medium complexity and risk.Ensures configuration management database entries are complete and accurate.Provides time / resource estimates for assigned tasks.

Petaling Jaya

Handle level 2 tickets that are escalated from helpdesk(level1) for WiMax & HSBB issues. Provide solutions for clients who are facing difficulties regarding connectivity issue via telephone calls & emails. Monitor all base stations nationwide & update user via sms if outage. Work closely with helpdesk (level 1) & network team to provide excellent service to clients

Kuala Lumpur City Center

• Provides level 2 troubleshooting and resolution for user's mailbox functionality, Lotus Notes software security and preferences settings, user's Lotus Notes ID management.• Handles messaging encryption issues, mail routing and delivery problems.• Performs mailbox restores procedures.• Work with numerous groups, Customer Service, Local Area Operations, Enterprise Storage Support, eMail Technical Support and Voice teams to resolve users Lotus Notes or Blackberry issues.• Handles level 2 troubleshooting and resolution for user's Blackberry - in relation to mailbox, email, calendar, and To-Do synchronization. Provide recommendations on usage best practices.• Manages Blackberry (BES) user account - Sends activation/handheld passwords, remote wipe commands, service book refreshes, and creation and deletion of user accounts.

Petaling Jaya, Malaysia

Working as a SAP & Desktop Support Analyst for Computer Systems Advisers (M) Sdn. Bhd/Computer Sciences Corporation (CSA/CSC).SAP Support Analyst responsibilities include (25% of job responsibilities):• Support the contractual service level in the achievement of prompt response, high level service and technical contact support regarding SAP issues.• Liaising with Service Provider Groups and external vendors.• Ensuring appropriate process standards are met and maintained.• Initiate Incident & Problem Management workflow process.• Identification of areas of process improvement.• Taking actions of requests and the delegation of related tasks to the appropriate areas.• Monitor and coordinate requests from customer.• Ensure required information received for all requests.• Enter and process requests according to standard processes and procedures.

Kuala Lumpur, Malaysia

Taking incoming telephone inquiries, complaints and questions from customers related to broadband & wireless issues using appropriate listening skills, questioning skills and empathy skills. Gather relevant information relating to the customers concern and wherever possible, using the agreed procedures, to attempt to resolve any query or concern in the course of the phone call. Participate fully in the team, taking part in regular team meetings, focus groups, giving feedback and ideas to colleagues and to the Team Leader. Undertake any administration tasks delegated by the Team Leader. Identify areas for service and procedural improvement and make recommendations to the Team Leader. Work on agreed productivity and quality standards (log-on time, talk time, customer satisfaction monitors, wrap time, etc.)

Bachelor'S Degree, Computer Systems Networking And Telecommunications

Activities and Societies: Captain of The MSU Hockey Team (2004 - 2006) President of the MSU Hockey Club (2004 - 2006)I was the President &.

Diploma, Information Technology

Activities and Societies: College Hockey Team & Hockey Team CaptainI completed my diploma in Information Technology