Rabindranath Peter Ravindra Kumar

Experience

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  Fujitsu Malaysia (FAPL) – (Thompson Reuters Project)

  Jan 2006 - Jan 2010

  Team Lead

  • Perform 1st level troubleshooting of technical problems related to PC hardware and Desktop applications• Provide solution to user on field and ensure application issue is resolved and access server remotely around the globe. • Follow up with 2nd level and related support team until problem is resolved;• Handle day to day requests from users based in customer sites; • Monitor, support and escalate calls to next level if not resolved within SLA;• Assist the department with the development and improvement of operations process flow• Provide support, assistance and keep track of business plan/KPIs• Assist in SOP review and process reengineering for department• Liaise with other departments during planning of the project• Backup personnel for technical and non-technical support for device installation, device preparations and deployment• Maintain account repertory in Active Directory• Provide daily report/ weekly and monthly • Prepare action plan and analyst to optimize maximum work time• Provide analysis on conference call – Daily • Engage with support group on conference call and Service Delivery Manager to find solution on work around time• Send Service Alert out to stack holders and respective• Ensure the agents are able to meet with the demands from the end user.• Ensure efficiency of staff, with trouble shooting material and skill Show less

• 

  Xchanging Asia Pacific Sdn Bhd

  Jan 2010 - Jun 2013

  Supervisor

  • Ensure efficiency of staff, with trouble shooting material and skill updated at SOPP• Ensure the agents are able to meet with the demands from the end user.• Negotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) for Resolving and testing plans.• Access provider management and associated escalations• Solve instant IT BUSINESS resolutions, as we are the main contact point, as we provide IT support• Send service alert, potential alert Notification, Work around resolution time, to stake holders, SDM’S.• Must find resolution at all times, to provide prominent support (solution at first point of call) to end users, as they have to meet day to day operation as well, and make sure there is no major breakdown.• Accountable for application ID creation. Resetting Servers, ProvidingAccess to servers, Portals, Installation of applications, Providing Domain access, Account creation & Deletion.• Attend Conference call on daily activity report.• Generate Report on productivity, for Weekly, Monthly• Check Agents Performance, and generate report.• Check Individual QA, and make performance Implementation• Process Transformation / Process Improvements Show less

• 

  Prudential Services Asia

  Jul 2013 - now

  11+ years of total Customer service and support experience including 7 years of IT support and steadily-increasing into a leadership role since 2008. Attend to Data Center Operation Work and Executing Batch Jobs, Job Execution, Monitoring Network and Backup, Developing and Updating Data Center Technical & Operations Manual.Handling Operation work on Platforms such as UNIX, NT, SUN and AS400. Monitoring Customer Alarm Tracking System alert. Handling problem diagnostics and manage incident which occurs and check on escalation process.Attending weekly CAB Meeting. Escalating issue within Regional Business Unit. Show less

  • System Analyst Support

    Jul 2013 - now

  • System Support Analyst

    Jul 2013 - now