ARUN VARMAN TANAVALU
Desktop Engineer
Shah Alam, Selangor,10
Summary
Experienced technical professional with a passion for troubleshooting and a strong communication skill set. Completed a PC hardware troubleshooting course to enhance credentials. Advanced from Service Desk Analyst to Desktop Support Engineer over six years, transitioning from remote to hands-on support. Gain valuable experience in Singapore before returning to Malaysia for new opportunities in diverse work environments.
Overview
13
13
years of professional experience
2015
2015
years of post-secondary education
Work History
IT Specialist (Desktop Support)
CTC Global (M) SDN. BHD.
07.2024 - Current
- Resolved Microsoft 365 (M365) issues, including MS Teams, Outlook, and SAP (EPM)
- Performed system reimaging and upgrades for laptops/desktops, ensuring compliance with organizational standards
- Diagnosed and resolved Wi-Fi/network connectivity issues, Teams Room projection problems, and system performance concerns
- Managed laptop/desktop refreshes, new joiner/leaver assets, and performed secure system wipes using Acronis
- Provided remote support for WFH/offsite users, managed privileged access (IAM) via Active Directory, and ensured seamless service for VIP clients
- Worked closely with vendors and in-house technical teams to resolve complex issues efficiently
- Executed Windows 11 upgrades and reimaging for laptops/desktops, ensuring compliance with organizational standards and updates
- Handled inbound and outbound support calls, aiding in-house clients and addressing VIP user needs
- Troubleshot WAN/LAN connectivity issues and provided remote support for users working from home or offsite
- Provided escalation support to both vendors and internal technical teams
- Established strong relationships with vendors, negotiating favorable contracts while maintaining high-quality products and services.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Configured hardware, devices, and software to set up work stations for employees.
IT Specialist / Unified Communications Teams
Dell Technologies
04.2021 - Current
- Supporting mainly on MS Teams and Zoom applications (both web and physical client)
- Granting access to new Zoom licensed account
- Installation and removing Teams and Zoom
- Troubleshooting any server-client related issues (Zoom / Teams client and EV)
- Get in touch with Engineering and clearing user’s doubts and group policy settings.
- Providing access for Teams and Zoom Enterprise Voice
Desktop Support
NCS PTE LTD
10.2023 - 03.2024
- Providing tech refresh services to clients
- Sending in incident/request tickets using ITSM
- Managing team and any issues in which arise regarding machine and software.
- Providing VIP support and managing asset
- Handling inbound/outbound calls of in-house clients
- Troubleshoot issues with regards to tech Refresh
- Re-Image old and new laptops and desktops to WIN 10
- Ensure the patches and updates are pushed accordingly.
- Troubleshoot problems for WAN and LAN.
- Handover the devices to the concerned users and ensure the deployment team has no issues daily regarding any software or connectivity.
- Privileged access management to control and monitor access to highly privileged accounts, applications and system assets (IAM) – Active Directory / Local file permission.
- Escalate issues to management and get it resolved on an urgent basis.
Desktop Support (Service Delivery) Engineer
Hitachi Systems Network Technologies (Singapore) Pte. Ltd.
05.2023 - 09.2023
- Provide basic support and troubleshooting to clients, such as password resets, printer configurations, break/fix instructions, support routing and escalation to Infrastructure.
- Providing onboarding, offboarding and tech refresh services to the user.
- Providing AV support by troubleshooting and maintaining AV related issues (e.g.: Projector, mics, visualizer, switcher, AV control panel)
- Taking ownership of customer issues reported and tracking them through resolution
- Responding in a timely manner to service issues and requests
- Liaise with third party vendors (EUC / In-House AV Support) to coordinate client issues on specific services.
- Liaise with product manufacturers for problem escalation and resolution
- Support company for project implementation activities.
IT Specialist / Client Solution
Dell Technologies / Hired by: Optimum InfoSolutions
04.2021 - 03.2023
- Providing tech support for Dell internal users remotely
- Working with Engineering team on products
- In-House Application support (Troubleshooting)
- Ensure the patches and updates are pushed accordingly.
- Troubleshoot problems for WAN and LAN.
- Privileged access management to control and monitor access to highly privileged accounts, applications – Active Directory / Local file permission.
- Escalate issues to management and get it resolved on an urgent basis.
Desktop Engineer / Service Desk Analyst
PCCW Solutions (Emp: Randstad SG)
01.2020 - 07.2020
- Providing tech refreshment services to LTA clients
- Working with L2, by sending in incident/request tickets using Service now ticketing tool
- Handling inbound/outbound calls of in-house clients
- Troubleshoot issues with regards to tech Refresh
- WAN/LAN issues
- VPN issues
- Domain issues
- Outlook Issues
- Re-Image old and new laptops and desktops to WIN 10
- Ensure the patches and updates are pushed accordingly.
- Troubleshoot problems for WAN and LAN.
- Handover the devices to the concerned users and ensure the deployment team has no issues daily regarding any software or connectivity.
- Privileged access management to control and monitor access to highly privileged accounts, applications and system assets (IAM) – Active Directory / Local file permission.
- Escalate issues to management and get it resolved on an urgent basis.
Roving Engineer / Roll-Out Engineer
NCS PTE. LTD. (Singapore) (Employed by PrimeStaff Pte. Ltd.)
09.2019 - 01.2020
- Provide support for SSOE2 (MOE) Roll-Out project. (Travelling to schools, all over SG)
- Troubleshoot issues with regards to Seat Refresh
- WAN/LAN issues
- VPN issues
- Domain issues
- Outlook Issues
- Re-Image old and new laptops and desktops to WIN 10
- Ensure the patches and updates are pushed accordingly
- Troubleshoot problems for WAN and LAN.
- Handover the devices to the concerned users and ensure the deployment team has no issues on a daily basis in regard to any software or connectivity.
- Privileged access management to control and monitor access to highly privileged accounts, applications and system assets (IAM) – Active Directory / Local file permission
- Escalate issues to management and get it resolved on an urgent basis.
Roving Engineer / Roll-Out Engineer
NCS PTE. LTD. (Singapore) (Employed by ITCAN Pte. Ltd.)
09.2018 - 04.2019
- Provide support for SSOE2 (MOE) Roll-Out project. (Travelling to schools, all over SG)
- Troubleshoot issues with regards to Seat Refresh
- WAN/LAN issues
- VPN issues
- Domain issues
- Outlook Issues
- Re-Image old and new laptops and desktops to WIN 10
- Privileged access management to control and monitor access to highly privileged accounts, applications and system assets (IAM) – Active Directory / Local file permission
- Ensure the patches and updates are pushed accordingly
- Troubleshoot problems for WAN and LAN.
- Handover the devices to the concerned users and ensure the deployment team has no issues on a daily basis in regard to any software or connectivity.
- Escalate issues to management and get it resolved on an urgent basis.
Service Desk Analyst
BAE Systems Applied Intelligence. (Employed by: Experis, ManpowerGroup)
07.2018 - 08.2018
- Manage user profiles using administrative tool – Active Directory and according to their Domain.
- Troubleshoot problems for WAN and LAN.
- Set up and troubleshoot Outlook 2016 and escalate URGENT issues.
- Troubleshoot Skype issues related to O365 Migration.
- Configures installs, PCs, Monitors and maintains IT user’s desktop software and hardware.
- Analyze request to ensure classifications, prioritization and escalation of the requests.
- Work with Level 2 for resolution, and the users are kept updated on the progress in relation to the resolution of the issue.
- Updates tickets with entries of activities and closes tickets with resolution upon completion of the job.
Desktop Support Engineer
Honeywell Aerospace Pvt. Ltd. (Employed by: Comte Solution Pvt. Ltd.)
01.2018 - 04.2018
- Assisting with Win 10 migration and updating Bios UEFI update.
- Manage user profiles using administrative tool – Active Directory.
- Troubleshoot problems for WAN and LAN.
- Configures installs, PCs, Monitors and maintains IT user’s desktop software and hardware.
- Analyze request to ensure classifications, prioritization and escalation of the requests.
- Work with Level 2 for resolution, and the users are kept updated on the progress in relation to the resolution of the issue.
- Responsible for support, administration and management of Windows 7.
- Perform system software and hardware maintenance, evaluate and integrate upgrades to operating systems, support software and applications.
- Managing desktop, hardware’s and printer’s installation as per the global standard.
- Troubleshooting to all kinds of IT equipment.
- Send daily application check report and dashboard update.
- Logging incidents in ticketing system, acknowledge customer e-mails, supporting and troubleshooting via phone or e-mail.
- Creating temporary wifi access for users.
- Setting up Video Conference and presentation for internal users.
- MS Office, Outlook, etc. troubleshooting.
Desktop Support Engineer
Fujitsu Asia Pte Ltd (Employed by: Jobline Resources Pte Ltd)
10.2017 - 01.2018
- Manage user profiles using administrative tool – Active Directory.
- Troubleshoot problems for WAN and LAN.
- Configures installs, PCs, Monitors and maintains IT user’s desktop software and hardware.
- Analyze request to ensure classifications, prioritization and escalation of the requests.
- Work with Level 2 for resolution, and the users are kept updated on the progress in relation to the resolution of the issue.
- Responsible for support, administration and management of Windows 7.
- Perform system software and hardware maintenance, evaluate and integrate upgrades to operating systems, support software and applications.
- Managing desktop, hardware’s and printer’s installation as per the global standard.
- Troubleshooting to all kinds of IT equipment.
- Send daily application check report and dashboard update.
- Logging incidents in ticketing system, acknowledge customer e-mails, supporting and troubleshooting via phone or e-mail.
- Privileged access management to control and monitor access to highly privileged accounts, applications and system assets (IAM) – Active Directory / Local file permission.
- Creating temporary Wi-Fi access for users.
- Setting up Video Conference and presentation for internal users.
- MS Office, Outlook, etc. troubleshooting.
Level 1 & 2 Support Engineer
Atos Origin Services (M) Sdn Bhd
08.2016 - 08.2017
- Manage user profiles using administrative tool – Active Directory.
- Troubleshoot problems for WAN and LAN.
- Configures installs, PCs, Monitors and maintains IT user’s desktop software and hardware.
- Analyze request to ensure classifications, prioritization and escalation of the requests.
- Work with Level 2 for resolution, and the users are kept updated on the progress in relation to the resolution of the issue.
- Privileged access management to control and monitor access to highly privileged accounts, applications and system assets (IAM) – Active Directory.
- Troubleshoot Skype issues related to O365 Migration.
- Enrolling Good App and Intune App account (outlook for mobile) e.g. IPhone, Android and Windows.
- Provide support on UIS Verizon Account set up/registration and Cisco VPN error.
- Updates tickets with entries of activities and closes tickets with resolution upon completion of the job.
Billing Executive
Zoom Video Conferencing Inc.
02.2016 - 07.2016
- Receiving and sorting incoming payments with attention to credibility.
- Managing the status of accounts and balances and identifying inconsistencies.
- Issuing bills, receipts and invoices.
- Assume the responsibility of receiving and sorting incoming payments with attention to credibility.
- Manage the status of accounts and balances and identify inconsistencies.
- Issue and post bills, receipts and invoices.
- Check the validity of debit accounts.
- Update accounts receivable database with new accounts or missed payments.
- Ensure all clients remain informed on their outstanding debts and deadlines.
- Provide solutions to any relative problems of clients.
- Write thorough reports on billing activity with clear and reliable data.
Technical & Helpdesk Support/Service Request Management
AIG Global Services (M) Sdn Bhd
11.2013 - 05.2015
- Manage user profiles using administrative tool – Active Directory.
- Troubleshoot problems for WAN and LAN.
- Configures installs, PCs, Monitors and maintains IT user’s desktop software and hardware.
- Analyze request to ensure classifications, prioritization and escalation of the requests.
- Work with Level 2 for resolution, and the users are kept updated on the progress in relation to the resolution of the issue.
- Enrolling Good App and BES App account (outlook for mobile) e.g. IPhone, Android, Windows and Blackberry.
- Provide support on UIS Verizon Account set up/registration and Cisco VPN error.
- Updates tickets with entries of activities and closes tickets with resolution upon completion of the job.
- Privileged access management to control and monitor access to highly privileged accounts, applications and system assets (IAM) – Active Directory / Local file permission.
- Applications used: Active Directory, CITRIX (WYSE / Virtual machine), MS Office.
- Awarded: HDI Support Centre Analyst (HDI Certified)
Service Desk Analyst
CSC MALAYSIA Sdn Bhd – (Project: VF Corp)
09.2012 - 10.2013
- Perform customer verifications.
- Resolving username and password problems.
- Working continuously on a task until completion (or referral to third parties, if appropriate).
- Prioritizing and managing many open cases at one time.
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
- Remote into customers PC to resolve issues. - BOMGAR.
- Retrieving customers missing folders in emails.
- Resolve by connecting customers Virtual Private Network.
- Troubleshoot customers Microsoft Outlook – send and receive emails.
- Application used: Citrix, AS400, RSA, Active Directory, Putty, Lotus Notes, etc.
Education
Bachelor’s degree - information technology, Software Engineering
APIIT/UCTI – Asia Pacific University
Sijil Pelajaran Malaysia (S.P.M) - undefined
S.M.K Taman Sri Muda
01.2006 - 12.2006
Skills
Hardware troubleshooting and repair
User account administration in Active Directory
Skilled in Microsoft Office tools
Experienced in Windows 7 troubleshooting
Skilled in utilizing Windows 10 features
Experienced in Windows 11 environment
Experience with Azure 365 services
UIS Verizon
Cisco VPN
Experience with Global Protect implementation
Remedy
Remote access troubleshooting with Bomgar
ServiceNow platform expertise
PC Visor
Salesforce
Experience with program deployments
System troubleshooting expertise
Technical troubleshooting
IT troubleshooting
Client support
Active listening
Comprehensive understanding of products
Personal Information
- Age: 36
- Ethnicity: Indian
- Date of Birth: 04/16/89
- Gender: Male
- Nationality: Malaysian
- Marital Status: Married
Ic Number
890416-04-5403
Timeline
IT Specialist (Desktop Support)
CTC Global (M) SDN. BHD.
07.2024 - Current
Desktop Support
NCS PTE LTD
10.2023 - 03.2024
Desktop Support (Service Delivery) Engineer
Hitachi Systems Network Technologies (Singapore) Pte. Ltd.
05.2023 - 09.2023
IT Specialist / Unified Communications Teams
Dell Technologies
04.2021 - Current
IT Specialist / Client Solution
Dell Technologies / Hired by: Optimum InfoSolutions
04.2021 - 03.2023
Desktop Engineer / Service Desk Analyst
PCCW Solutions (Emp: Randstad SG)
01.2020 - 07.2020
Roving Engineer / Roll-Out Engineer
NCS PTE. LTD. (Singapore) (Employed by PrimeStaff Pte. Ltd.)
09.2019 - 01.2020
Roving Engineer / Roll-Out Engineer
NCS PTE. LTD. (Singapore) (Employed by ITCAN Pte. Ltd.)
09.2018 - 04.2019
Service Desk Analyst
BAE Systems Applied Intelligence. (Employed by: Experis, ManpowerGroup)
07.2018 - 08.2018
Desktop Support Engineer
Honeywell Aerospace Pvt. Ltd. (Employed by: Comte Solution Pvt. Ltd.)
01.2018 - 04.2018
Desktop Support Engineer
Fujitsu Asia Pte Ltd (Employed by: Jobline Resources Pte Ltd)
10.2017 - 01.2018
Level 1 & 2 Support Engineer
Atos Origin Services (M) Sdn Bhd
08.2016 - 08.2017
Billing Executive
Zoom Video Conferencing Inc.
02.2016 - 07.2016
Technical & Helpdesk Support/Service Request Management
AIG Global Services (M) Sdn Bhd
11.2013 - 05.2015
Service Desk Analyst
CSC MALAYSIA Sdn Bhd – (Project: VF Corp)
09.2012 - 10.2013
Sijil Pelajaran Malaysia (S.P.M) - undefined
S.M.K Taman Sri Muda
01.2006 - 12.2006
Bachelor’s degree - information technology, Software Engineering
APIIT/UCTI – Asia Pacific University