Thulaisidas V Nehru Email & Phone Number

Petaling Jaya, MY

Petaling Jaya, Malaysia

• Manage and write SOP & technical documents for Service Desk and another IT resolver group upon request.
• Manage document life cycle to ensure the information is up to date.
• Maintain content for multiple audiences together in a single document.
• Enhance & Maintain the Search engine for searching content more effectively
• Enhance & Maintain Knowledge Management Dashboard for productivity reports.
• Involve more subject-matter experts in the creation of content without reducing quality

Petaling Jaya, Malaysia

• Drives “shift left “ (towards the end-user) through the promotion of the end-user self -service tools, collaboration tools and usage of the knowledge repository.
• Leverages Venator’s social networking capabilities to capture support activities, increase business communication and help support end-users.
• Manage the efforts to develop, implement and maintain a standard approach towards Knowledge management within Services and Operations, in line with the framework of Knowledge management and tools used.
• Gather documentation, procedures and user knowledge and ensure it gets produced or gathered from the various service owners, collated, recorded, organized and shared within the Services and Operation groups and in the.
• Ensures workflows or Call Centre scripts or procedures get updated or modified where required. In the approach for sharing, knowledge should be prepared that it both captures an internal approach for support purposes.
• Support continuous improvement process activities in effective usage of knowledge that Services and Operations technicians move up the ladder of knowledge gain so that knowledge for them and the group becomes.

Cyberjaya, Malaysia

• Overall Objective
• Provide staff with the first point of contact for technical support, product support, client processes and procedures and escalations
• Tools, process and procedural authority to assist the trainer and training facilitator within the team
• Deliver and implement training and process information for new hires and existing staff
• Provide Second Level IT troubleshooting for users (Incident tickets only)
• Managing new & ongoing rollout new process in Project modeExperience and Achievement

Cyberjaya, Malaysia

Supporting USA Credit Card customers

Cyberjaya, Malaysia

• Provide tutorial for English subjects for foreign exchange students
• Handle team building modules

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

Diploma, Information Technology

Activities and Societies: Student Representatives Council

Accreditation Prior Learning Experience, Business Administration And Management, General

Doctor Of Philosophy - Phd, Business Administration And Management, General

Ongoing