Anavin Bunrakh
Kelantan
Summary
Results-driven IT Service Desk Analyst with extensive experience in first-level technical support and incident management. Specialises in remote troubleshooting, user account administration, and Microsoft Office 365 support. Focused on ensuring SLA compliance and enhancing team performance through process improvement and knowledge sharing.
Overview
7
7
years of professional experience
Work History
IT Service Desk Analyst (Thai Speaker)
HCL Technologies
Bukit Jalil, Malaysia
02.2023 - Current
- Project : OMYA, Mattel, Adient
- Delivered first-level technical support to end users through phone, chat, email, and ticketing systems, ensuring timely issue resolution.
- Managed user accounts, group memberships, and permissions using Active Directory and Azure AD.
- Performed remote troubleshooting using tools like LogMeIn, or Remote Desktop Connection (RDP).
- Facilitated user account management, including password resets and access permissions, to enhance user experience and security.
- Resolved technical issues while adhering to SLA targets, contributing to overall service reliability and user satisfaction.
- Supported Microsoft Office 365, Windows operating systems, and common business applications
IT Service Desk Analyst (Thai Support)
Computacenter Malaysia
Puchong, Malaysia
12.2021 - 12.2022
- Project : Michelin
- Provided first-level technical support to end users via phone, email, and ticketing systems.
- Diagnosed and resolved hardware, software, network, and system-related issues in a timely manner.
- Logged, tracked, and managed incidents and service requests using ITSM tools.
- Assisted users with account management, password resets, and access permissions.
- Installed, configured, and maintained desktops, laptops, printers, and other IT equipment.
- Supported Microsoft Office 365, Windows operating systems, and common business applications.
- Created and maintained technical documentation, user guides, and knowledge base articles.
- Monitored ticket queues to ensure service level agreements (SLAs) were met.
- Delivered excellent customer service by communicating technical information in a clear and professional manner.
Executive Application Support
CMG Online Sdn Bhd, CMG Holdings Sdn Bhd
Damansara, Petaling jaya, Malaysia
06.2021 - 10.2021
- Project : Application support for project Pizza Hut Thailand,
- Seconds level support for troubleshoot Application PHC by remoting at HQ
- Further Diagnose and troubleshoot issues related to PHC application system and functionality, include analyst collecting data (processing time, network performance) of efficiency PHC application system
- Perform simulation based on user report and monitor every progress new version of PHC application that already deploys at site ensure application run smoothly
- Assist helpdesk Support by providing information for general issue to assist user on mobile phone
Executive Helpdesk (Thai Speaker)
CMG Online Sdn Bhd, CMG Holdings Sdn Bhd
Damansara, Petaling jaya, Malaysia
10.2019 - 06.2021
- First level for troubleshooting Application PHC Thailand by remoting at store
- Communicated & Received issue from customer immediately via Line application and Email
- Assist customer by providing information for general issue on phone call
- Project : Executive helpdesk for project Pizza Hut Thailand
Education
Diploma of Higher Education - Multimedia Design
Tunku Abdul Rahman University College
Setapak, Kuala Lumpur01-2019
Certificate of Higher Education - High School
SMJK (C) Chung Cheng
Kota Bharu, Kelantan01-2016
Certificate of Higher Education - Thai Language Examination
Wat Machimaram
Kelantan, Malaysia01-2014
Skills
- Incident management
- Ticketing systems
- Remote troubleshooting
- Technical support
- User account management
- Remote desktop support
- Operating system installation
- Customer service
- Process improvement
- Knowledge sharing
- Time management
- Multitasking efficiency
- Communication skills
- Patience and resilience
- Creative thinking
Languages
English
Upper Intermediate
B2
Thai
Proficient
C2
Malay
Advanced
C1
Chinese (Mandarin)
Upper Intermediate
B2
Timeline
IT Service Desk Analyst (Thai Speaker)
HCL Technologies
02.2023 - Current
IT Service Desk Analyst (Thai Support)
Computacenter Malaysia
12.2021 - 12.2022
Executive Application Support
CMG Online Sdn Bhd, CMG Holdings Sdn Bhd
06.2021 - 10.2021
Executive Helpdesk (Thai Speaker)
CMG Online Sdn Bhd, CMG Holdings Sdn Bhd
10.2019 - 06.2021
Diploma of Higher Education - Multimedia Design
Tunku Abdul Rahman University College
Certificate of Higher Education - High School
SMJK (C) Chung Cheng
Certificate of Higher Education - Thai Language Examination
Wat Machimaram