BANUPRIYAH RAJENDRAN
SENIOR ANALYST, IT TECHNICAL SERVICES
Bandar Baru Bangi
Summary
Accomplished IT professional with a proven track record at DELL GLOBAL BUSINESS CENTER, specializing in IT technical services and network support. Expert in systems analysis and fostering team collaboration, I significantly enhanced operational effectiveness through innovative solutions. Skilled in IT infrastructure and customer support, my analytical thinking has led to notable achievements in efficiency and problem resolution.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
SENIOR ANALYST, IT TECHNICAL SERVICES
DELL GLOBAL BUSINESS CENTER
01.2020 - Current
- Managing and handling Voice/CTI monitoring and user submitted issue on daily basis for Dell Internal Employee globally
- Troubleshooting issues related to AAFD, Toll Free Numbers, DID, Call Routing, Voice Quality and any voice related issue by employing data analytics to analyze pattern, deviation, outlier and inconsistencies.
- Managing alerts for Avaya devices which includes the diagnosis of Avaya Equipment, Acme SBC, Sonus SBC, ISDN, and SIP Trunks
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Developed and manage knowledge-based articles for the team.
Network Support Engineer
AT&T WORLDWIDE NETWORK SERVICES SDN BHD
03.2016 - 12.2018
- Support multiple products and solutions including Routing, IP Telephony, Wireless LAN, Network Security, etc. from vendors including Cisco, Checkpoint, HP Tipping point, Brick firewall, Alcatel Lucent etc.
- Deploy, manage and support networking services in WAN and Security network infrastructure.
- Provide technical support and consultation for enhancement and change to network configuration.
- Reduced downtime for clients by providing efficient technical support and timely issue resolution.
- Perform day to day Network Operators / data center operations such as monitoring, running batch programs, scripts preparation, printing of reports and systems.
- Pro-actively monitor data center systems’ up-time and performance such as servers, networking equipment, telecommunication connection and security systems, data center environment, to prevent any down time or degraded performance.
- Diagnose and log problems into incident ticketing system, coordinate problem resolution with respective vendor or technical support personnel.
- Perform first level preventive maintenance and troubleshooting tasks for servers and related hardware.
- Liaise with call center for invent escalation and schedule system maintenance. Liaise with vendors and other technical teams on any data center related maintenance and installation activities.
Education
Bachelor’s Degree in Information Technology (HONS) - Information Technology
Infrastructure University Kuala Lumpur (IUKL)
04.2001 -
Foundation in Arts -
Kuala Lumpur Infrastructure University College
04.2001 -
Skills
Systems analysis
Analytical thinking
Attention to detail
Team building
Team collaboration
Adaptability and flexibility
IT infrastructure
IT service management
Customer support
Fast Learner
Certification
Certified Professional Requirement Engineering Foundation Level 2014 (IREB, MSTB), Malaysian Software testing Board
Timeline
SENIOR ANALYST, IT TECHNICAL SERVICES
DELL GLOBAL BUSINESS CENTER
01.2020 - Current
Network Support Engineer
AT&T WORLDWIDE NETWORK SERVICES SDN BHD
03.2016 - 12.2018
Bachelor’s Degree in Information Technology (HONS) - Information Technology
Infrastructure University Kuala Lumpur (IUKL)
04.2001 -
Foundation in Arts -
Kuala Lumpur Infrastructure University College
04.2001 -
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