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SURENDRAN MANOKARAN

Service Desk Analyst

  • 104, Blok B9, Section 1, Wangsa Maju, Setapak, 53300 Kuala Lumpur
  • +60173359611

Summary

Experienced 2 years in IT technical support and 1 year in fast-paced customer service and call center environment. Works well in a team environment and displays strong work ethic. Always keep myself dynamic, visionary and competitive in achieving organizational and personal goals. Possessed an excellent skill sets of help desk tools and customer focused service.

Education

National University of Malaysia

Bachelor of Computer Science (Hons)

2013

Sekolah Menengah Kebangsaan Tinggi Setapak

Malaysian Higher School Certificate (HSC)/ Sijil Tinggi Pelajaran Malaysia (STPM)

2009

Accomplishment

  • Great team player
  • Precise and determined on the details
  • Analytical thinking
  • Reliable and dependable – high personal standards and attention to detail.
  • Excellent interpersonal skills – good communicator, leadership, high integrity
  • Working under pressure and meeting demanding deadlines
  • Decisiveness & Quick Thinking Skills
  • Possessed Mathematics & Creative Skills

Responsibilities

Sept 2015Present

Service Desk Analyst

Abeam Consulting Sdn Bhd
  • First level support for IT technical issue for Abeam Global offices and managing ticketing system.
  • Attended to interactions such as phone calls, self-service tickets and emails relating to SAP issues and escalate issues appropriately using hierarchical and functional escalation guidelines.
  • Monitor and ensure audit trail of all incidents/cases logged through the use of required tools. Managed incidents/ tickets ensuring speedy resolution within the SLA's timeframe.
  • Prepared reports and statistical analysis of data mined and gathered from the ticket logging and tracking system.
  • Escalating or alerting critical issue to support team on failures, breakdown or unavailability of system components or report generation error
  • Undertake any ad-hoc duties assigned from time to time.
  • Contributed in team development of being an entity in generating revenue for the company beginning of 2017.
Feb 2014Feb 2015

Customer Service Representative (Singapore Market)

FederalExpress (FedEx)
  • Handled general inquiry for inbound calls.
  • Processed tracking and tracing Inbound/Outbound packages.
  • Promote and encouraged new customers to open an account with FedEx .
  • Followed up closely on urgent and high priority package delivery (Government and medical related).
  • Initiated cases and escalate issue to appropriate department for further investigation.
  • Handling 80-90 calls on average daily and ensure the average duration per call is maintained at 3-6 minutes to comply company SLA's and individual KPI.
  • Overcame objections and secured agreement.
Sept 2012Jan 2013

Industrial Trainee

Averis Sdn Bhd
  • Performed Daily Services Master Checklist and Server maintenance of company sites and system
  • Manage Ticketing System (Remedy IT Service Management)
  • Granting service request and access management to internal users in the network
  • Updated floor plan, hardware stocks, software updates
  • Consultant Utilization Report for management on weekly basis.
  • Weekly visit to Data Centre to change backup drive on servers.
Dec 2009Apr 2010

Telemarketer

Astro Sdn Bhd
  • Provided package information and made sales. 
  • Assisted customer to upgrade and downgrade current package.
  • Updated customer’s information into software system.
  • Build good rapport with customers through friendly and engaging attitude.