Sharmin Dev David Palani Email & Phone Number

Cyberjaya, Selangor, Malaysia

1. Proactively monitors the work queues.2. Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.3. Update tickets with resolution tasks performed.4. Identify, Investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution.5. Communicate with other teams and clients for extending support.6. Follow the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.7. Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.8. Work with automation teams for effort optimization and automating routine tasks.9. Establish monitoring for client infrastructure.10. Identify problems and errors before they impact a client’s service.11. Answer incoming calls from 1st line support, internal staff, and 3rd party vendors for new incidents and follow up on existing incidents. 12. Enable Microsoft Teams enterprise voice via PowerShell for multiple clients.13. Raise individual customer tickets and send communication emails to the priority distribution list for Microsoft 365 service degradation. 14. Monitor, verify, and raise high-priority tickets with customers/BT for SBC gateway connection issues.15. Perform backup checks daily and raise tickets for failed jobs.16. Other ad hoc duties and responsibilities as assigned by the supervisor.

Cyberjaya, Selangor, Malaysia

1. Provide level 1 and 2 support for IT, business functional Oracle-based ERP system (GSM), and other specialized application globally for over 10000 WHO users and partner organizations (UNAIDS/UNITAIDS/UNICC/IARC). 2. Respond to user issues via phone, email, and chat and provides technical assistance, following established procedures and guidelines. 3. Resolves and documents resolution of service desk incidents and requests in a timely manner as speci ed by approved Operational Level Agreements and Service Level Agreements 4. Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.5. Working independently in providing advanced level solutions on IT technical issues and request such as Of ce 365 application errors, Windows 10 degraded performances, Outlook issue, network drive access request, and shared mailbox access request. 6. Support GSM Oracle-based ERP system on modules such as HR, Travel, Procurement, Finance and Payroll 7. Answers on policy related queries, how-to questions, and process / procedure-related questions. 8. Monitoring ticket lifecycle per the Total Contact Ownership process based on requests that are not resolved by Service Desk by keeping end users up to date with solutions in a timely manner whilst verifying solutions to contribute to the Knowledge Base whilst working with WHO IMT Service Management Platform. 9. Monitoring of high impact incidents progression particularly high severity service outages affecting multiple users and escalating to the service provider of the affected service when it has not been resolved within the available resolution time dictated by the related Service Level Agreement.

Cyberjaya, Selangor, Malaysia

SYNGENTA - SUBJECT MATTER EXPERT (April 2017 - December 2017) 1. Single point of contact for technical analysts in terms of assistance or queries pertaining to processes and\or technical related matters. 2. Managing escalation incidents which require thorough investigation and end-to-end resolution. 3. Identify process gaps and coach agents to ensure performance improvement in terms of knowledge and quality. 4. Maintaining and monitoring of Service Level and other contractual SLAs’ primarily on call and email throughout operational hours. 5. Maintaining schedule adherence. 6. Producing statistics and management reports. 7. Conducting brie ngs on changes or deployments that may affect volumes at the Service Desk. 8. Hardware and peripherals setup and con guration including upgrades and reimage of computers for new agents. ERICSSON- LEVEL 1 TECHNICAL ANALYST (June 2015 - April 2017) 1. Provide end-user phone and email basic support and troubleshooting, such as password resets, printer con gurations, ticket routing, and escalation. 2. Installing and con guring computer hardware, software, systems, networks, printers and scanners. 3. Diagnosing and solving hardware or software faults. 4. Logging all reported incident or inquiries into the call tracking tool whilst ensuring all information is accurate, prioritized, and assigned to a queue in a timely manner as and when required. 5. Providing an excellent service always whilst maintaining the required Quality Assurances matrix