Abraham Asirvatham
Serendah
Summary
IT Engineer and technical support professional with extensive experience supporting enterprise users, administering identity and collaboration services, provisioning endpoints, and troubleshooting Windows/macOS, network, and business application issues. Hands-on experience with Active Directory, Exchange Server, Exchange Admin Center, Microsoft 365, Intune, SSO and access administration, VPN/DNS/TCP diagnostics, and Windows system repair. Experienced in user lifecycle management, incident and request handling, remote support, and working within SLA-driven environments
Overview
3
3
Languages
1
1
Certification
20
20
years of professional experience
Work History
IT Engineer | Senior Executive
EXTREME REACH (XR)
11.2025 - Current
- Manage employee onboarding and offboarding, including Active Directory account provisioning/disablement, Exchange administration, Microsoft 365 licence changes, and revocation of system and application access.
- Administer Active Directory accounts, distribution lists, security groups, Microsoft 365 group memberships, and approved access permissions.
- Use Exchange Server PowerShell and Exchange Admin Center for account/mailbox administration, mailbox delegation, group management, and email message tracing.
- Provision and troubleshoot SSO and application access; investigate user authentication and access-assignment issues.
- Prepare Windows and macOS laptops for new employees, including Microsoft Intune enrollment, device configuration, and pre-deployment checks.
- Troubleshoot VPN and network connectivity using DNS resolution, nslookup, tracert, TCP connection tests, port checks, and HTTP/HTTPS tests on ports 80/443.
- Diagnose laptop performance issues, perform system cleanup, repair Windows system files with DISM/SFC, update BIOS and drivers, and support network printers and business applications.
- Investigate incidents, document troubleshooting and root causes, fulfil IT requests, and escalate issues to relevant technical teams when needed.
- Technical Support / Service Desk / Application Support
IT On-call Support Engineer | Senior Executive
BYTEDANCE
01.2024 - 10.2025
- Provided Tier 1/Tier 2 support for Windows and macOS users across multiple time zones; diagnosed technical issues and guided users through remote sessions.
- Troubleshot TCP/IP, DNS, DHCP, VPN, LAN/WAN, browser compatibility, cache/cookie, plug-in and rendering issues.
- Installed and troubleshot Zscaler, SentinelOne and Lark; assisted with login, access, activation and password resets for Lark, SSO, Microsoft 365, Google and think-cell.
- Supported Microsoft 365, Outlook, Teams, Zoom, Excel, Word, PowerPoint, public/group mailboxes, device drivers and BIOS/firmware updates for Dell, HP and Lenovo systems.
- Monitored critical alerts and EMEA service outages; managed tickets in Glata, maintained resolution records and shift handovers, and escalated issues according to SLA.
- Technical Support / Service Desk / Application Support
Technical Support Analyst / Service Desk Analyst | Senior Executive
RECRUITFIRST MALAYSIA (HR NETONE)
04.2021 - 12.2023
- Helped establish technical support as a pioneer team member; supported, configured and administered the Ease/IHRS application for payroll executives, consultants, client holders and users.
- Configured and troubleshot Timesheet, Leave, Claim, Payroll and HR modules; provided Microsoft 365, Outlook, network and basic SQL/SSMS support.
- Provided regional support for Singapore, Indonesia, Taiwan and Hong Kong; monitored application services and prepared weekly/monthly ticket dashboards.
- Created SOPs and knowledge-base guides, delivered user training, and performed UAT with recommendations to improve application functionality.
- Reported a reduction of high-volume incident tickets by up to 70% within one year; delivered workflow/module projects, including Timesheet setup for 606 candidates for Singapore's Ministry of Education.
- Application Support / Administration
Service Desk Analyst | Senior Executive
NTT MALAYSIA SOLUTION
12.2018 - 03.2020
- Handled incidents and service requests, Active Directory account tasks, access requests, Microsoft Office and Exchange troubleshooting, Outlook profiles, PST files, calendars and meeting-room issues.
- Supported LAN/WAN, VPN/OTP setup, network printers/scanners, SCCM software deployment, remote application support, and basic SQL/Oracle/SAP issues.
- Technical Support / Help Desk / Application Support
Service Desk Analyst / Application Support | Senior Executive
SPARK CAPITAL DEVELOPMENT BERHAD
02.2014 - 12.2018
- Managed ServiceNow/ITSM incidents, aging tickets, priorities, SLA and major-incident processes.
- Administered Active Directory and approved access; supported Exchange/Microsoft 365, Outlook, VPN/OTP, network printers, and applications including Yardi, Efast and IBM Cognos Controller.
- Technical Support / Help Desk / Application Support
Service Desk Analyst | Executive
COMPUTER SCIENCE CORPORATION (CSC)
01.2013 - 02.2014
- Provided first- and second-level hardware/software support, logged and prioritized Remedy tickets, documented troubleshooting, and coordinated with support teams to meet service levels.
- Service Desk / Help Desk
Call Centre Professional (Shifter)
DATAPREP HOLDINGS BERHAD
12.2010 - 12.2012
- Supported domestic and international customers by phone and email, owned queries through resolution, maintained accurate records, and prepared operational reports.
- Customer Service
Customer Service Executive | Team Leader
IZZINET SDN BHD
02.2007 - 12.2010
- Provided telephone and web-based broadband support, resolved customer issues and escalations, coached team members, delegated work, and prepared performance reports.
- Customer Service / Broadband Technical Support
Education
Diploma, Automotive Engineering — Pusat Latihan Kejuruteraan Automotif (PLKA) / Institute of Motor Industry (IMI) - Automotive Engineering
Pusat Latihan Kejuruteraan Automotif (PLKA) / Institute of Motor Industry (IMI)
MalaysiaSkills
- Active Directory account and group administration
- Microsoft 365 Admin Centre and licence management
- Exchange Admin Centre
- Distribution lists, email creation
- Mailbox delegation
- Message trace
- SSO and application access administration
- Microsoft Intune enrolment and endpoint setup
- Windows and macOS troubleshooting
- Network and VPN troubleshooting
- Network printer mapping
- Peripheral support
- ITIL incident/request management
- SLA and escalation
- Application support
- Remote troubleshooting
- Basic SQL
- Incident management
- Service desk operations
- Customer service excellence
- ITSM ticketing
Languages
English
Advanced
C1
Bahasa Malaysia
Advanced
C1
Tamil
Advanced
C1
Certification
- Diploma In automotive Engineering
- Computer Network Support Technician
- Malaysian Vocational Certificate (Automotive) level 1, 2, 3 Supervisory Skill
- I Care Internet Call Centre
- Customer Satisfaction Skill
- Computer hardware skill
- Printer knowledge
- ITIL V3
- SQL Basic
Interests
- Reading, Watch movies and Planting
Timeline
IT Engineer | Senior Executive
EXTREME REACH (XR)
11.2025 - Current
IT On-call Support Engineer | Senior Executive
BYTEDANCE
01.2024 - 10.2025
Technical Support Analyst / Service Desk Analyst | Senior Executive
RECRUITFIRST MALAYSIA (HR NETONE)
04.2021 - 12.2023
Service Desk Analyst | Senior Executive
NTT MALAYSIA SOLUTION
12.2018 - 03.2020
Service Desk Analyst / Application Support | Senior Executive
SPARK CAPITAL DEVELOPMENT BERHAD
02.2014 - 12.2018
Service Desk Analyst | Executive
COMPUTER SCIENCE CORPORATION (CSC)
01.2013 - 02.2014
Call Centre Professional (Shifter)
DATAPREP HOLDINGS BERHAD
12.2010 - 12.2012
Customer Service Executive | Team Leader
IZZINET SDN BHD
02.2007 - 12.2010
Diploma, Automotive Engineering — Pusat Latihan Kejuruteraan Automotif (PLKA) / Institute of Motor Industry (IMI) - Automotive Engineering
Pusat Latihan Kejuruteraan Automotif (PLKA) / Institute of Motor Industry (IMI)