Ananth Ramalingam
Senior IT Executive
Bayan Lepas,Pulau Pinang
Summary
Highly skilled IT professional with extensive experience in technical troubleshooting, hardware configurations, software installations, and customer service. Proven track record in leadership roles, managing technical support teams including cross National, implementing quality assurance processes, and conducting candidate selection and interviews. Adept at improving operational efficiency and ensuring high standards of service delivery.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Senior IT Executive
Tanaka Electronics Malaysia
4 2023 - Current
- Managing 12 IT Technical cases daily
- Ensure quality of service and customer excellence
- Records and maintain proper IT documentation
- Work efficiently across department to resolve IT and non IT related issues
- Create and managed IT forms, policies, and reports
- Provide training sessions and presentations on IT policies and technologies
- Run audits within and across department
- Collaboration and Calibration across department
- Provide training for new and existing subordinates
- Selecting candidate and interview
- Vendor Management.
Senior Technical Support Engineer (Lead 1)
Dell SDN.BHD
Cyberjaya, 10
03.2019 - 11.2022
- Solve IT cases over call
- Provided findings and reported cases for hardware issues
- Documented all case details and maintained accurate records
- Track subordinates cases
- Supervised 18 Agent to met 95% SLA
- Enforce KPI provided by Manager
- Ensure FCR is 90% above
- Acts as back up when manager not available.
- Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support
Remote Desktop Management Engineer (Technical Lead 3)
Hewlett-Packard (M) Sdn Bhd -(DXC Malaysia)
Cyberjaya, 10
02.2013 - 02.2018
- Standardized and maintained PC images, ensuring 99% compliance
- Provided technical assistance to 90 Remote Desktop Management Engineers
- Ensured engineers met 95% resolution targets within 3 days
- Managing training and performance improvement plan(PIP).
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines
- Improved team productivity by providing technical guidance and mentoring junior engineers
Tier 1 Helpdesk
Hewlett-Packard (M) Sdn Bhd
05.2009 - 02.2013
- Routinely exceeded call-handling goals with an 80% first-call resolution ratio
- Diagnosed, troubleshot, and resolved a range of software, hardware, and connectivity issues.
System Coordinator
IBM Malaysia Sdn Bhd
Petaling Jaya, 10
06.2008 - 04.2009
- Provided Tier 1 Database Helpdesk support to Asia Pacific
- Conducted monthly and yearly health checks on databases
- Communicated reports requiring special attention with international peers.
Education
Business Management Information System -
University Malaysia Sarawak
Sarawak 01.2003 - 04.2008
Skills
Quality Assurance & Control
Process Improvement
Team Leadership & Supervision
Policy Writing and Enforcement
Root cause analysis
Expected Salary
RM 7000
Timeline
Senior Technical Support Engineer (Lead 1)
Dell SDN.BHD
03.2019 - 11.2022
Remote Desktop Management Engineer (Technical Lead 3)
Hewlett-Packard (M) Sdn Bhd -(DXC Malaysia)
02.2013 - 02.2018
Tier 1 Helpdesk
Hewlett-Packard (M) Sdn Bhd
05.2009 - 02.2013
System Coordinator
IBM Malaysia Sdn Bhd
06.2008 - 04.2009
Business Management Information System -
University Malaysia Sarawak
01.2003 - 04.2008
Senior IT Executive
Tanaka Electronics Malaysia
4 2023 - Current
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