Vatsala Govindasamy

Experience

• 

  Malayan Banking Berhad, Malaysia (Non-IT

  Aug 1996 - Jun 2001

  Clerk

  • Monitored corporate customer’s excess reports on daily routines and liaisons with upper management for further decision-making.• Managed day-to-day duty of balancing foreign exchange accounts report and also generating month end reports for auditing purpose.• Reporting of current status of the corporate customers transaction limit in forex dealing to branches on timely basis.• Rectifying current status on Foreign Exchange Forward/Spot Transactions with foreign exchange & Money Market dealers on the status of corporate customers. Show less

• 

  ExxonMobil Exploration & Production Malaysia Inc

  Jun 2003 - Mar 2006

  SAP Access Admin. Analyst – EAME

  • Involved in Access Verification (AV) exercise that is carried out annually to ensure user accesses to applications and data on high-risk application and sensitive data (SAP) are accurate.• Provided 1st level support, involving in day to day basis of access administration procedures (e.g. creation/deletion of SAP ID’s, assignment & granting of profiles & roles according to the specific system, lock/unlock of ID's, and password reset, granting access to fire call id’s, creation & linking of personal id’s, adding & activation of substitute ids) which is performed according to the Security and Control Procedures.• Communicated and liaised via telephone with Europe Helpdesk (residing in Manchester, UK) to solve problems pertaining to SAP based applications involving acceptance, regression, development and production systems (E-Stripes, EOM, LES, GEMS, EHS, SHARP, SHARP ESS, DSDW and FILMS).• Liaised with Centre of Expertise (COE) and 2nd level support for SAP, GEMS, SHARP, and SHARP ESS (residing in Europe) via email & telephone in order to resolve & manage user id’s involving Europe countries.• Continued usage of ticketing system REMEDY- Problem Management Ticket System [PMTS] & Action Request Management System [ARMS] to keep track on the request that is being serviced on day-to-day activities meeting the target of achievement.• Constantly interacted with security services analysts to ensure the "Best Practice" guidelines are followed accordingly.• Involved in DRP (Disaster Recovery Plan) to provide a minimum Access Administration service to users in Europe and Middle East, on SAP R/3 platforms in the event of business disruption.• Involved in preparing documentation for Global Knowledge Base - Access Administration Procedures and user manual in SAP systems (GEMS & Stripes). Show less

• 

  SOFTBRANDS (M) SDN. BHD

  Mar 2006 - Nov 2007

  QA Engineer cum Technical Writer

  - Involved in planning, designing and perform software Quality Assurance testing also maintain software version control and release.- Conduct training for the users in hospitality, resort and destination industry on the existing software (example Smart Card Management System-SCMS, Club Management System (CMS). Provide support and handle calls pertaining inquiry on the existing systems

• 

  ATEX (ASIA) SDN. BHD

  Nov 2007 - Jun 2009

  QA Test Analyst

  - Reported to the Team Lead to execute multiple tests - system, function, integration, regression, stress, robustness, load and performance.- Further produced & executed test cases, raised fault reports and worked with the software development team to resolve problems.- Developed & supported test processes as well as enabled the development/support of test plans, test case specifications & test code, on a day-to-day basis.- Created Test Plan and participated in executing same, from a variety of detailed specifications. - Executed system testing in an automated testing tool development environment. Show less

• 

  T-Systems Malaysia

  Aug 2009 - Dec 2019

  - Acted as TL and provided knowledge transfer during transitioning of problem management job scope from T Systems (Malaysia) to T Systems (Bangalore)- Provided knowledge transfer covering end to end training (one to one session) handling Shell related RCA and T systems Central RCA on a daily basis to the problem management team in India- Reported to the Head of Global Quality - Shell Account and led a team of 5 resources to clearly identify the cause behind the incidents/problems/issues and resolve them.- Resolved major/high cases based on zero outage principles, the internal problem management process as well as external problem management process (Shell IT).- Defined, developed & communicated the practices/processes necessary for effective problem management, minimizing the impact of service outages.- Developed/supported a database of known issues/causes so as to enable the development and support teams in minimizing the impact of incidents.- Created periodic performance reports identifying the impact of known errors and the cost/benefits of root cause analysis; resolved special medium cases, when assigned (customer requested RCA, Internal Ad-Hoc RCA and Service at Risk related RCA).- Conduct detailed analyses of the data acquired via the Service Management process to identify underlying issues and to develop effective responses for improving or eliminating such issues.- Coordinated between third parties & technical teams to proactively identify potential problem management tickets.- Ensured documentation on Problem Management, updated the same and aligned with Shell problem management team and Central team of the organization.- Implemented/managed KPI for internal team performance to meet customer SLA targets and to satisfy insurance industry regulatory requirements.- Created & used reports to analyze incident trends and identified required actions for continuous service improvement and input to regular customer service reviews. Show less - Conducted regular training on Incident Management and Problem Management to service lines (technical teams) and new joiners covering all aspects- Established relationships with referral groups, service managers and other service teams to ensure the achievement of contracted SLA.- Effective liaised with customers so they were kept informed of the Incident status.- Ensured that all the initial incidents were recorded with accurate information as well as allocating the correct severity, to the incident.- Conducted reviews, prioritized & recommended improvements to IT Operations processes/procedures to improve the service availability of Information System.- Supported Wintel related issues to resolve event-triggered incident tickets while monitored same via Netcool.- Generated metrics for service performance as well as customer satisfaction, both on a regular and an ad-hoc basis. Show less

  • IT Problem Manager

    Aug 2013 - Dec 2019

  • Service Support Specialist

    Aug 2009 - Aug 2013
• 

  Freelance

  Aug 2023 - now

  IT Technical Writer

  -Prepare simple , readable , audience -focused original documents for product functionalities , enhancements and updates.-Checking the documents for clarity of the language , accuracy , spellings and syntax error-Verifying the clarity , completeness , accuracy and the quality of technical documents.-Understand different user levels and writes to the appropriate levels. Adhere to department standards , including templates and style guides.-Provide status updates on the assigned projects as required by the management . Coordinates with other technical writers on the documentation projects.-Develops working knowledge of product functional areas as assigned. Show less