SRI SANDHYAA SUBADEV
Kuala Lumpur,14
Summary
Talented Technical Support Representative with a knack for understanding the needs of business and home users. Experienced in troubleshooting and providing desktop support on Windows, Linux, and Mac systems. Demonstrated ability to quickly resolve problems on the first call. Versatile Technical Support Representative excelling at offering clients easy-to-understand guidance and actionable advice. Consistently making a positive impact on customer interactions and engineering efforts for supported products. Known for being detail-oriented, organized, and meticulous in every aspect of work. Thrives in a fast-paced environment and meets tight deadlines. Enthusiastic team player ready to contribute to company success. Highly organized and dependable candidate successfully managing multiple priorities with a positive attitude. Willing to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills, capable of handling multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
Work History
IT Service Desk Analyst
Adaptavist Sdn Bhd
Kuala Lumpur, Malaysia
06.2023 - Current
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
Web Developer (INTERNSHIP)
Dreamit Real Solutions
KUALA LUMPUR
2 2023 - 6 2023
- Writing well-designed, testable, efficient code by using best software development practices
- Creating website layout/user interfaces by using standard HTML/CSS practices
- Integrating data from various back-end services and databases
- Use ChatGPT and WordPress to create website post.
- Coded websites using HTML, CSS, JavaScript, and jQuery languages.
- Planned website development, converting mockups into usable web presence with HTML, JavaScript, AJAX, and JSON coding.
Customer Service Representative
Conduent Business Services
KUALA LUMPUR (Remote)
03.2022 - 04.2023
- Delta Air Lines Live Chat Support
- Handling reservations for Delta Air Lines
- Handling passengers with IROP and schedule changes issues by providing customer service support
- Handling basic Frequent Flyer Program related inquiries
- Undertaking PIC task assigned by Team Leader whenever necessary.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Front Office Assistant
Marvelux Hotel
MALACCA
01.2020 - 01.2022
- Reporting to management and performing administrative duties
- Answering telephone calls, as well as screening and forwarding calls
- Scheduling and confirming appointments, meetings and events
- Welcoming and assisting visitors in a friendly and professional manner
- Handling basic inquiries and sorting mail
- Copying, scanning and filing documents.
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Reviewed and updated customer information in database for accuracy.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
- Responded to inquiries from callers seeking information.
- Assisted with event coordination, ensuring successful execution of internal and external events.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Sales Advisor (Part-Time)
H&M Clothing Store
MALACCA
02.2020 - 05.2020
- Arranging merchandise on shelves according to popularity and other criteria
- Approaching customers and offering them advice on products to persuade them to buy
- Providing information and other services such as handling returns of merchandise.
- Increased sales by offering advice on purchases and promoting additional products.
- Listened to customer details and offered matching solutions to meet wide range of requirements.
- Collaborated with team members to achieve monthly sales goals and improve overall performance.
- Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels.
- Participated actively in weekly sales meetings, sharing insights from personal experiences that contributed to team success.
- Demonstrated features, answered questions and offered solutions.
- Handled difficult situations professionally by addressing customer complaints and finding mutually beneficial solutions, preserving long-term relationships.
Fast Food Worker (Part-Time)
KFC
MALACCA
07.2018 - 08.2018
- Greet customers, provide suggestions, answer questions on beverages and food as well as promoted new menus
- Supervise new part-time crew on their task.
- Enhanced customer satisfaction by providing efficient and friendly service in a fast-paced environment.
- Greeted customers promptly and took orders to keep flow of traffic moving.
- Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
- Performed shift change tasks each day to keep store neat and running smoothly.
- Demonstrated flexibility in schedule availability, ensuring adequate staffing levels were maintained during peak hours or unexpected absences.
- Provided support to crew members, facilitating quick food preparation and delivery.
Front Office Assistant
Quayside Hotel
MALACCA
01.2018 - 06.2018
- Welcome and greet guests
- Handle check-in and check-out procedures
- Assist guests with problems and resolve disputes
- Cashier handling (float) and reconciliation duties.
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Reviewed and updated customer information in database for accuracy.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Education
Diploma in Computer Science -
UNIVERSITI TEKNOLOGI MALAYSIA
Skudai, Johor, Malaysia 07.2020 - 05.2023
STPM - SCIENCE
MALACCA HIGH SCHOOL
MALACCA, MALAYSIA 01.2018 - 04.2019
SPM - undefined
SMK INFANT JESUS CONVENT
MALACCA, MALAYSIA 01.2013 - 04.2017
Skills
MS WORD
MS EXCEL
MS POWER POINT
ADOBE ACROBAT
Remote Support
System monitoring
Ticketing system proficiency
ITIL Knowledge
Application support
Escalation management
Service Desk Experience
Ticket management
Achievements
- SCHOOL PREFECT, 01/2018, 11/2019
- LIBRARIAN COMMITTEE MEMBER, 2016, 2017
- HEAD OF INDIAN CULTURAL SOCIETY, 2016, 2017
- LIBRARIAN, 01/2010, 12/2015
- CHORAL SPEAKING CHAMPION STATE LEVEL, 2010, 2012
Languages
MALAY
ENGLISH
TAMIL
References
YAMUNA BENBAMNAN, PMO & GLOBAL LEADER, ROCKWOOL A/S INTERNATIONAL, +6012-2202694
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureWork from home optionHealthcare benefitsPersonal development programsTeam Building / Company RetreatsPaid sick leave4-day work weekTimeline
IT Service Desk Analyst
Adaptavist Sdn Bhd
06.2023 - Current
Customer Service Representative
Conduent Business Services
03.2022 - 04.2023
Diploma in Computer Science -
UNIVERSITI TEKNOLOGI MALAYSIA
07.2020 - 05.2023
Sales Advisor (Part-Time)
H&M Clothing Store
02.2020 - 05.2020
Front Office Assistant
Marvelux Hotel
01.2020 - 01.2022
Fast Food Worker (Part-Time)
KFC
07.2018 - 08.2018
Front Office Assistant
Quayside Hotel
01.2018 - 06.2018
STPM - SCIENCE
MALACCA HIGH SCHOOL
01.2018 - 04.2019
SPM - undefined
SMK INFANT JESUS CONVENT
01.2013 - 04.2017
Web Developer (INTERNSHIP)
Dreamit Real Solutions
2 2023 - 6 2023