Saran Raj Retnam Email and Phone Number

Request Management Analyst (AD, Exchange ECP, SAP, Cisco Finesse, Cisco Unified Communications Manager, Skype For Business (SFB), Microsoft Teams Admin Center)➢ The Request Analyst, in most instances the 1st line support professional, is the primary contact person for the customers and functions as a hub between the customer and IT organizations. He/she is in most cases the owner of the incidents and therefore responsible for creating the incident tickets and coordinating their resolution.➢ Usage of the Petronas Contact Centre operational toolsets such as BMC Remedy (MyGenie+), ARS, Active Directory, P-EDMS, and SAP tools for daily tasks and to exploit to their full extent and hence to deliver business benefits➢ Take ownership of the service requests and complete them per the service level agreement & escalate where necessary to the appropriate team based on established guidelines & procedures.➢ Follow up on resolution and inform users of the progress status.➢ Work with the team to achieve KPIs and goal setting.➢ Liaise with other team members of the Service Desk and internal Service Provider to consistently deliver high-quality service and strive for performance improvement. (MS Teams Meetings)➢ Assist in implementing an effective knowledge database, ensuring content validity, and contributing new ideas.➢ Contribute to service performance of own section to sustain high business satisfaction levels by escalating risks to the Team Lead, and Service Desk Operations and resolving issues efficiently with minimal business impact.➢ Ensure all the user lists are updated within the Cisco Unified Communications Manager to ensure unwanted and unnecessary access is provided to staff.➢ To manage Telco users' access and call class (add, edit, delete) in Microsoft Teams admin center.

A freelance photographer & videographer with experience in various shoots from wedding events, portrait, product, commercial etc. Possess a BSc. in Software Engineering with Multimedia and expertise in Multimedia software mainly Adobe Photoshop and Adobe Premiere Pro. Possess shooting and editing skills and very much experienced in event shooting and management. Looking to leverage my knowledge and experience into a fitted role and company which values my skills

➢ Provide B2B sales consultation and assistance to customers on products (sauna & steam room)➢ Ensuring all voice calls and online chats (Lazada,Facebook & Shopee) are attended on time by staffs. ➢ Work closely with digital marketing team are creating and posting contents to promote company products. ➢ Supervise and coordinate staff accordingly and ensuring all operations are running smoothly ➢ Supervise and coordinate all technicians are login and updating on-site jobs at all times into CRM system➢ Capability to use : Centra HUB CRM as a system to track staffs activity and performance➢ Contacting suppliers and vendors to ensure all orders are in progress and delivered on time➢ Check and ensure all sales quotation are checked and sent out within maximum 3days by staffs➢ Responsible for updating reports such as Sales Report, Performance report, Revenue report and Active customers. ➢ Arrange live meeting & online meeting with manager & staffs to discuss on sales, performance, and strategies of company on weekly basis. ➢ Business customers visits are performed to evaluate customer's current situation, needs and performed presentations on the best product to reduce cost and expenses

➢ Assist agents in providing IT Support services such as Personal Computer (PC) management, devices, desktop software, etc. for both businesses(B2B) and internal IT users (B2C)➢ Provide direction and feedback to workers during shifts➢ Schedule employee shifts and assign duties for voice calls & chat support and email support.➢ Manage time-off requests and handle last-minute absences of agents.➢ Train and coach new employees before assigning them to specific teams➢ In charge of providing direct supervision to employees at shift-based companies to ensure the business operates correctly➢ Capability to use monitoring tools: BMC Remedy (ITSM), Centouch Info (Siebel), Dynatrace AppMon, SMS Blaster(Trigger)➢ Ensuring Sev 1 & Sev 2 tickets are being handled accordingly to the priority matrix [Severity and Urgency]➢ Ensuring all Tech Alert templates are being sent out in 15 minutes upon approval from clients and managers.➢ Responsible for updating reports such as IT Status reports, DTT Reports, IT Ops & CTT tickets reports, and Open Aging Incand t tickets.➢ Updating & managing shift schedules, leave approval, MC tracker, Offset tracker,, and leave trac,ker.➢ Ensuring all calls are being handled within 3 rings and customers are being carefully handled➢ Ensuring all emails and incoming incident tickets are being handled within 15 minutes➢ Ensuring follow-ensuring follow ups are being dcalcalScagingeringeingl ring once calls➢ Using VB and VB Script coding to create Macro files for mass emffifilefor➢ Responsible for quality assurance checking for expired and pending tickets.

➢ Coordinate & handle the flow of tickets to Infrastructure Operation Management from the Service Desk to the respective resolver team➢ Capability to use monitoring tools: Service Now, Solar Winds, WAN Monitoring tools, Enterprise Service List(ESL), CMDB+, HP SERVICE MANAGEMENT (SM9), CITRIX, BOMGAR, LogMeIn➢ Responsible for managing internal and major conference calls for major incidents related to computer hardware/software and networks. E.g.: Priority 1 and Priority 2 tickets➢ Responsible for replying to and sending emails from higher management and internal departments.➢ Responsible for checking aged and pending tickets for quality & assurance➢ Responsible for escalating tickets that are affecting CSAT & DSAT➢ Responsible for sending SLA & major incident reports to the account manager & leads➢ Responsible for closing failed or rejected service requests by contacting and informing users in a kind manner with layman's terms➢ Able to navigate through the IT Shop portal in order to guide and advise users also together with internal staff to order any catalog provided by Nokia➢ Able to provide IT Support services such as Personal Computer (PC) management, devices, desktop software, etc. covering both operation and new implementation to respective stakeholders and ensuring the necessary user and business requirements are addressed in a timely manner.➢ Able to perform the required operations and support department responsibilities within the agreed SLA and OLA.➢ Able to maintain good rapport and association with other departments such as with Group IT, to ensure services are delivered to meet the expectation of all stakeholders.➢ Knowledgeable in tools used to manage EUC such as SCCM, RDM, WPS, etc.➢ Able to perform hands-on and in-depth troubleshooting of issues to ensure the closure of any reported incidents and problems.➢ Able to perform technical hands-on skills and experience in EUC services.

Responbilities are:- maintain the server- update logbooks- check all terminals whether they are working properly- update to Project Manager for meeting purposes- handle customer/agent calls