Puspa Nathan Arjunan

Experience

• 

  Atos

  Apr 2008 - Apr 2011

  Technical Support Analyst

  Service Desk Analyst for SCB, Gemalto and etc

• 

  Prometric

  Apr 2011 - May 2017

  • Perform tc flow 2.5 installations for almost 500 sites globally.• Fix the issue remotely via remote desktop• Run MS SQL 2012 query in UAS database with c# command • Perform readiness check prior to GRE delivery in the EMEA region.• Back end support for 5 testing platform for various clients globally.• Manage calls, chats, and emails from Test Center Manager and Test Center Administrator.• Perform the proactive task to prevent any issue that can be tackled during Open for Business• Ensure all the candidates experience the best platform for smooth testing.• Perform Post Admin Follow up’s with sites prior to TOEFL administration.• Guide site technicians with basic technical settings with tc flow installation.• Request for hardware replacement when need arise• Guide site technicians to make sure the test center’s data sync with our Prometric server in Baltimore. • Providing smooth testing delivery for all the candidates.• Provide diagnostics for the network using Solarwinds.• Monitoring juniper using Network Security Manager.• Adding sites and configures Juniper to replicate to Solarwinds.• Consistent high roller in terms of quality assurance.• Train new hire on the process and call handling. Show less

  • Help Desk Analyst L2

    Apr 2011 - May 2017

  • Global Test Center Support Analyst

    Apr 2011 - Aug 2012
• 

  Hewlett-Packard

  Aug 2012 - Jun 2013

  Ops Support Level 2

  HP Internal IT Support

• 

  NCS Group

  Jun 2017 - Mar 2019

  On Site Engineer Lead

  • Manage standard and non-standard service request• Windows 10 migration• Windows 10 ACT • OS refresh and tech refresh• Asset management and inventory• Asset verification• Decommissioning old machines • Data wipe out for old machines• Transfer user’s specific settings from old machines to new machines• Configure VIP token and VPN access• Configure network printer• Configure Microsoft Surface Pro 4 with Windows 10 • Perform RAM upgrade for laptops and desktops• Perform Windows upgrade from 32 bit to 64 bit• Perform adhoc software installation• Manual MC Afee upgrade • Manual Big fix installation• Trigger Bit Locker encryption• Staging new machine with latest image using multiboot and acronis true image• Provide feedback to AD Team on software upgrades and patch updates• Being point of contact for all third party vendors Show less

• 

  NEC Asia Pacific Pte Ltd

  May 2018 - Sept 2020

  Desktop Engineer Lead

  • Assign engineers for deployment of IT equipment and peripherals• Scheduling for Tech Refresh(Windows upgrade and PC, laptops, printers and peripherals)• Scheduling for Service Request deployment(IMAC-Install/Move/Add/Change)• Manage Service Level Agreement for incidents and service requests• Planning for Engineers Schedule monthly basis• Planning for project deployment(man hours and man powers for job out of IMAC scope• Incident management• Dispersing user tickets regarding hardware, software and networking to engineers • Training Engineers through installing applications and computer peripherals • Documents details of all hardware/software items that have been installed and removed so that configuration management records can be updated(Asset Management) Show less

• 

  NEC Corporation of Malaysia Sdn Bhd

  Sept 2020 - Mar 2022

  Technical Support Lead
• 

  CIMB

  Feb 2022 - Jul 2023

  Project Manager / Cyber Security Project Lead

  IT Security /IT EngineeringSplunkCyberArkIPSForcePointEDRSentinelonePAMDLPTenable

• 

  Toyota Motor Asia Pacific

  Jul 2023 - now

  Service Operations Manager

  Service Delivery