Pubalan Ananthan

Experience

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  SRG Asia Pacific Sdn Bhd

  Jan 2011 - Dec 2012

  Help Desk Specialist

  Responsibilities:• To take incoming telephone enquiries & complaints from customer pertaining to telco product & services.• Attend to customer queries tactfully and professionally.• Provide an accurate, efficient and quality service that exceeds the customer's expectations.• Maintain customer confidentiality.• Attend to incoming calls promptly, courteously, in a competent and professional manner.

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  YTL Communications Sdn Bhd

  Jan 2013 - May 2014

  Help Desk Support Specialist

  -Attend incoming calls from customers identify their problems on products and assist them to solve the problems by providing the right solution/troubleshooting. - Provide quality customer service to the Client’s customers either by telephone or electronically. - Respond and follow up promptly to customer enquiries by handling and resolve complex cases to ensure customer satisfaction. - Obtain and evaluate all relevant information to handle enquiries and complaints. - Record details of enquiries and customer interactions including actions taken. - Acquire multiple product knowledge to enhance ability to understand customer needs across different products. - Educate the customer about the organization's products and services and direct them toward available resources for self-help.Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Respond to queries either in person or over the phone.Write training manuals.Train computer users.Maintain daily performance of computer systems.Respond to email messages for customers seeking help.Ask questions to determine nature of problem.Install, modify, and repair computer hardware and software.Clean up computers.Run diagnostic programs to resolve problems.Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.Install computer peripherals for users.Follow up with customers to ensure issue has been resolved.Gain feedback from customers about computer usage. Show less

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  Xerox

  May 2014 - Dec 2016

  Technical Specialist

  - Collaborate with IT Service Center and Network Infrastructure teams- Install, maintain and upgrade equipment and its associated infrastructure- Runs diagnostic tests to isolate system problems and make recommendations for potential solutions- Operating Systems Windows, OS-X- MS Office (Windows and Mac) software- Mac imaging solutions and ability to create Mac images- Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC- Experience with enterprise wide rollouts of new operating systems and software- Hands on experience removing viruses and spyware using various tools- Identifies, researches, and resolves technical problems- Responds to telephone calls, email and dispatched requests for technical support- Installs, configure and maintain Mac, PC, peripherals (local and network printers, scanners), and other end user equipment such as Blackberries, phones, cell phones, PDAs, iPhones and iPads- Collaborate with IT Service Center and Network Infrastructure teams- Install, maintain and upgrade equipment and its associated infrastructure- Runs diagnostic tests to isolate system problems and make recommendations for potential solutions- Operating Systems Windows, OS-X- MS Office (Windows and Mac) software- Mac imaging solutions and ability to create Mac images- Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC- Experience with enterprise wide rollouts of new operating systems and software- Hands on experience removing viruses and spyware using various tools- Identifies, researches, and resolves technical problems- Responds to telephone calls, email and dispatched requests for technical support- Installs, configure and maintain Mac, PC, peripherals (local and network printers, scanners), and other end user equipment such as Blackberries, phones, cell phones, PDAs, iPhones and iPads Show less

• 

  Fujitsu

  Jun 2018 - Nov 2024

  • Technical Skills:o Expert knowledge of IT infrastructure, including Windows, ServiceNow, AD , Microsoft Azure, and networking.o Strong troubleshooting and problem-solving skills.o Experience with a variety of IT service desk tools and applications.• Leadership Skills:o Proven ability to lead and motivate a team of service desk agent.o Excellent communication and interpersonal skills.o Ability to work independently and as part of a team.• Experience:o 5+ years of experience in a service desk role.o Experience in a leadership role, preferably as a team lead or supervisor.o Experience with ITIL processes and procedures.Responsibilities:• Manage the day-to-day operations of the service desk.• Ensure that all calls and emails are answered promptly and efficiently.• Train and coach service desk agent.• Provide excellent customer service.• Liaise with other departments to resolve issues.• Escalate problems when necessary.• Produce reports and analyze data to identify trends and areas for improvement.Achievements:• Lead a team of 20 service desk agents in analyzing ticket qualities, which resulted in a 15% increase in customer satisfaction.• Developed and implemented a training program for new service desk agent, which resulted in a 90% pass rate on the certification exam.I am confident that I have the skills and experience to be successful in this role. I am a highly motivated and results-oriented individual with a proven track record of success. I am also a team player and I am always willing to go the extra mile to help my team succeed. I am confident that I can make a significant contribution to your organization. Show less Experience in handling and troubleshooting issues related to Outlook, Skype, MS Teams, MIM, Azure portal, MS exchange ,VPN, Mobile pass, oracle, Citrix, VDI/iGo ,Desktop, Cherwell ,Intune Company portal , Hardware and software operating system.Lead experience in mentoring and training new joinersMonitors and supervise 15 to 20 junior Servicedesk and new joiners in a team.Experience in handling Active Directory , Account enable/disable , adding role/members in AD , password reset in ADPreparing monthly knowledge Quiz to all the Servicedesk.Experience in creating new knowledge base in Cherwell .Experience in using ServiceNow ITSM tool for logging ticketsGood with Microsoft-based operating systems especially Windows 10 and Office 365 application. Show less Handle 1st level support on desktop, server and network related via phone, chat, email and remote. Manage and troubleshoot problems/incidents promptly following established procedures. Escalated service issue and generate support tickets and schedule onsite support. Monitor and perform 1st level troubleshooting of client backup on a daily basis. Ensure all issues are followed up and rectified accordingly to SLA. Weekly reporting to Manager on Helpdesk issue and resolution accordingly to SLA. Attend incoming calls from customers identify their problems on products and assist them to solve the problems by providing the right You solution/troubleshooting. - Provide quality customer service to the Client’s customers either by telephone or electronically. - Respond and follow up promptly to customer enquiries by handling and resolve complex cases to ensure customer satisfaction. - Obtain and evaluate all relevant information to handle enquiries and complaints. - Record details of enquiries and customer interactions including actions taken. - Acquire multiple product knowledge to enhance ability to understand customer needs across different products. - Educate the customer about the organization's products and services and direct them toward available resources for self-help Show less

  • Service Desk Expert/ Team Leader

    Apr 2023 - Nov 2024

  • Senior Servicedesk

    Aug 2021 - Jun 2023

  • Service Desk Specialist

    Jun 2018 - Jun 2023
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  ITC Infotech

  Jul 2024 - now

  Service Desk Manager

  Dynamic and results-oriented Service Desk Manager with a proven track record of leading high-performing teams. Skilled in strategic planning, operational excellence, and team development. Proven ability to drive process improvements and deliver exceptional customer service.Key Responsibilities:- Team Leadership: Manage and lead a team of experienced Team Leaders, fostering a collaborative and high-performing environment.- Strategic Alignment: Communicate company goals, SOPs, and deadlines to Team Leaders, ensuring alignment with overall business objectives.- Performance Management: Motivate and empower Team Leaders and Service Desk teams, assessing performance to identify strengths and areas for improvement.- Operational Excellence: Support management in training and quality initiatives, providing regular updates on team performance and identifying opportunities for process optimization.- Process Improvement: Lead initiatives to streamline and enhance service delivery processes, ensuring efficient and effective operations.- Team Development: Identify and develop team strengths, addressing weaknesses to build a highly skilled and motivated workforce.- Goal Setting and Progress Tracking: Set clear goals and objectives for the team, regularly evaluating progress and adjusting strategies as needed.- Conflict Resolution and Team Collaboration: Resolve conflicts within the team and foster a positive and collaborative work environment. Show less