CAVENESH RYAN
Klang Valley
Summary
Results-driven and highly skilled Technical Support Specialist with six years of experience in providing exceptional customer support, troubleshooting, and resolving technical issues, excelling in incident management and escalation processes. Proven track record of achieving 95% first-call resolution rates while enhancing customer satisfaction through effective communication and problem-solving skills. Expertise in diagnosing hardware, software, and network problems, and offering effective solutions across various platforms and technologies. Proficient in managing service tickets, and maintaining detailed documentation to enhance optimized processes. Proficient in ITIL best practices.
Overview
7
7
years of professional experience
Work History
Technical Specialist
Evernex IT Services Malaysia
Kuala Lumpur
09.2023 - Current
- Provided hardware maintenance vendor support for data centers globally for high-end MNCs (HCL, AT&T, Kyndryl, etc.) servers and storage.
- Monitored and responded to incident tickets in a timely manner, prioritizing based on the severity and impact of the incident.
- Managed IT service tickets, ensuring timely resolution and adherence to service level agreements (SLAs).
- Supervised field engineers engaged in on-site hardware maintenance activities locally.
- Collaborated with internal teams, such as engineering and sales, to ensure high customer satisfaction.
- Maintained knowledge base articles on common issues, and revised processes that can be improved to reduce costs.
- Review existing processes, determine areas that need improvement according to stakeholder requirements.
- Ensured customer compliance is met with quality standards when handling their account cases.
- Record and maintain detailed logs of support incidents, resolutions, and hardware maintenance tasks in the ticketing system.
- Work with the escalation team when needed, and ensure timely follow-up to resolve complex tickets.
- Assist with managing spare parts inventory, and coordinating the timely replacement of faulty components.
Technical Support Advisor L1
Concentrix Malaysia
Kuala Lumpur
09.2021 - 09.2023
- Project Overview: DELL ANZ
- Handle end users and commercial IT incident tickets via live chat platform for Dell machines.
- Navigate troubleshooting steps, and provide first-call resolution for default pre-installed software issues.
- Log on-site repair tickets for hardware warranty claim repair issues.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Use remote desktop tools to diagnose and resolve issues for users at remote locations, ensuring a quick resolution of technical problems.
- Liaise with the on-site technicians' team for service reports for complex cases.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Handle escalation processes for RMA tickets with the Escalation Executive Team, who are associated with Australian Consumer Law (ACL).
- Task segregation for team members based on SL recovery plans on a daily basis.
- Knowledgeable in Outlook, Office 365, Windows 10, 11, and computer CMD commands.
- Diagnose and resolve hardware and software issues, including operating system errors, network connectivity problems, and peripheral device malfunctions.
- Help users with software-related issues, including installation, updates, configuration, and troubleshooting of various applications (e.g., Microsoft Office, Adobe, and other enterprise software).
Technical Support (Non-Voice)
Scicom MSC Sdn Bhd
Kuala Lumpur
02.2020 - 09.2021
- Project Overview: Huawei Technologies
- Provide L1 technical support and troubleshooting guidelines to diagnose and resolve technical problems related to Huawei smartphones, tablets, laptops, networking devices, enterprise products, and associated software.
- Primarily provide first-call resolution for customers, and proceed with the escalations process for complex cases for further, next-level support.
- Secondarily, handle inquiries via social media platforms pertaining to orders, payments, shipping, and promotion events.
- Assist customers with troubleshooting issues related to Huawei’s software platforms, such as Huawei Mobile Services (HMS), EMUI, or the Huawei HiLink app.
- Guide customers in setting up and configuring Huawei devices, including ensuring software updates, installing applications, and managing device settings.
- Provide technical support for Huawei routers, switches, and other networking equipment, troubleshooting connectivity issues, firmware updates, and network configurations.
- Consistently met the monthly KPIs, ensuring that all targets and goals were reached.
- Resolved 95% of technical support cases on the first call, ensuring high levels of customer satisfaction, and efficient service delivery.
- Managed customer inquiries via email and chat, offering timely solutions and ensuring issues were resolved within service level agreements (SLAs).
- Standby floor-walk in monitoring real-time performance and initiating appropriate actions.
Technical Support Level 1
NEC Cooperation of Malaysia Sdn Bhd
Kuala Lumpur
10.2019 - 02.2020
- Project Overview: Razer Project.
- Works on inbound emails from end users and provides assistance to customers with troubleshooting and resolving technical issues related to Razer gaming peripherals, software, and hardware.
- Diagnose and resolve hardware and software issues related to Razer products, including connectivity problems, driver issues, and performance-related inquiries.
- Assist customers with the installation, configuration, and troubleshooting of Razer Synapse software, Razer Cortex, and other Razer applications used to manage devices, and enhance the gaming experience.
- Manage escalated cases from customers, and ensure timely resolution. Work closely with senior technical teams to address complex issues that require additional expertise.
- Provide guidance to customers on how to optimize the performance of Razer products, customize settings, and use features effectively to enhance their gaming experience.
- Work closely with Level 2 support team members and departments to ensure that customer issues are resolved efficiently, and continuously improve support processes.
- Assist the user in verifying and completing the product RMA process according to the warranty status.
IT Support Level 1 / Helpdesk Analyst
Atos Service (M) Sdn. Bhd.
Cyberjaya
09.2018 - 09.2019
- Manage inbound request tickets and incident tickets via emails and calls from commercial users, providing Level 1 technical support.
- Provide technical support to employees for issues related to hardware, software, network connectivity, and other IT-related inquiries.
- Assist with the installation, configuration, and maintenance of computer systems, peripherals, software applications, and other IT equipment.
- Provide assistance with the installation, troubleshooting, and updates of commonly used software applications, including Microsoft Office, collaboration tools, and custom enterprise applications.
- Assist with basic network troubleshooting, and provide support for Wi-Fi, VPNs, email services, and other network-related tools and systems.
- Monitor and maintain the health of IT systems, including installing software updates, patches, and ensuring antivirus and security software are up to date.
- Assist in the management of onboarding and offboard employees and the account creations
- Help ensure the security of the organization's IT infrastructure by supporting password management, data protection, and compliance with internal security policies.
- Provide a remote support solution via remote tools (LogMeIn123 software).
- Works on Active Directory (AD).
- Familiar with Outlook configuration issues.
- Works on supporting backlog ticket clearance.
- Prioritize the P1 issue in affected regions and liaise with the Major Incident Management (MIM) team on resolution.
Education
Diploma In Information Technology - Information Technology
Multimedia University
Cyberjaya, Selangor10-2018
Sijil Pelajaran Malaysia (SPM) - Science Stream
Sekolah Menengah Kebangsaan La Salle
Petaling Jaya, Selangor03-2014
Skills
- 6 years of experience in technical support
- ITIL v4 Foundation certified
- Six Sigma Yellow Belt certified
- Experience with ITSM processes
- Contact Center BPO knowledge
- Service Level Agreement (SLA) Management
- Strong escalation management
- Root Cause Analysis
- Incident Management
- Ticketing systems
- Knowledge of OS platforms (Windows 7, 8, 10, 11)
- Problem-solving skills
- Communication Skills
- High attention to detail
- Time management
- Customer Relationship Management
- Technical knowledge
- Interpersonal skills
- Problem solving
- Responsibility
- Team Collaboration
- Adaptability
- Conflict Resolution
Personal Information
- Age: 29
- Ethnicity: Indian
- Gender: Male
- Nationality: Malaysian
- Marital Status: Single
- Own a reliable vehicle and able to commute as required for the role.
- Available for flexible working hours to meet the needs of the business.
Timeline
Technical Specialist
Evernex IT Services Malaysia
09.2023 - Current
Technical Support Advisor L1
Concentrix Malaysia
09.2021 - 09.2023
Technical Support (Non-Voice)
Scicom MSC Sdn Bhd
02.2020 - 09.2021
Technical Support Level 1
NEC Cooperation of Malaysia Sdn Bhd
10.2019 - 02.2020
IT Support Level 1 / Helpdesk Analyst
Atos Service (M) Sdn. Bhd.
09.2018 - 09.2019
Diploma In Information Technology - Information Technology
Multimedia University
Sijil Pelajaran Malaysia (SPM) - Science Stream
Sekolah Menengah Kebangsaan La Salle
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