Denise Veronica Perreau
Lead, Trainer, Service Desk Engineer, Certified HRDC Train The Trainer (Trainer ID:66528)
Summary
Goal-oriented Trainer with a track record of designing and delivering successful training programs for over 8 years. Skilled in analyzing training needs, creating effective training materials, and delivering engaging training sessions. Excellent in project management, communication, and interpersonal relations. Experienced Support Engineer with 11 years of remote desktop management, service desk, and as an assistant team leader. Seeking a challenging management position to utilize skills in developing strategies and leading teams to achieve organizational goals.
Overview
10
10
years of professional experience
Work History
Freelancer Trainer
Freelancer
06.2023 - Current
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Directed end-to-end LMS deployments for enterprise clients, ensuring seamless implementation. Configured system architecture, user hierarchies, learning catalogs, and integrations to optimize functionality.
- Partnered with consultants to deliver technical onboarding sessions and client workshops.
- Delivered scalable LMS solutions aligned with organizational learning strategies.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Identified opportunities to streamline processes through automation and efficiency improvements.
- Researched emerging learning technologies, integration methods, and automation tools.
- Contributed innovative ideas to strengthen the strategic use of learning platforms.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Facilitated team-building exercises to foster collaboration between department members.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Increased employee competency with creation of targeted skill development paths.
Salesforce Business Support Engineer
ViewQwest Sdn Bhd
07.2024 - 02.2025
- Salesforce Administration & Support: Managed user profiles, roles, and permissions; resolved system issues; conducted data audits to ensure CRM accuracy and integrity.
- System Enhancements: Collaborated with teams to gather requirements, implemented updates, and optimized workflows using tools like Flow and Process Builder.
- User Training & Documentation: Delivered training sessions, developed user guides, and maintained documentation to enhance Salesforce adoption.
- Reporting & Analytics: Generated reports and dashboards; analyzed CRM data to identify trends and recommend improvements.
- Stakeholder Collaboration: Partnered with sales, marketing, and service teams to align Salesforce processes with business goals and identify growth opportunities.
Global Training Lead – Incident Manager(Microsoft)
Accenture Technologies
02.2022 - 06.2023
- Designed and delivered comprehensive training programs, including materials, tutorials, and online learning resources, tailored to team needs and business objectives.
- Specialized in staff development, leadership training, communication, and curriculum development to enhance employee performance and growth.
- Collaborated with stakeholders to align training initiatives with organizational goals and employee requirements.
- Coached and mentored employees to improve performance and achieve career milestones.
- Monitored training effectiveness, implemented improvements, and managed end-to-end training projects within budget and timelines.
- Developed and executed a structured onboarding program with training materials, checklists, and orientation sessions; tracked new hire progress and ensured smooth integration.
- Organized and led team engagement activities, including quarterly outings, monthly newsletters, and employee profiles.
- Acted as team leader in the absence of leads, ensuring seamless task and project completion through effective collaboration.
Quality & Training Team Leader- Service Desk
Eurofins IT Infrastructure GSC Malaysia
12.2019 - 02.2022
- Monitor Helpdesk Support Agents OTRS Ticket & Bomgar Chat for accuracy of information and both handling standards
- Ensure that Helpdesk Support Agents are delivering a high level of customer service
- Verify that agents are providing accurate solutions to customers
- Follow-up and validate negative Customers Surveys Feedback / Escalation and the root cause for the Dis-satisfaction
- Deliver coaching feedback to agents on process handling performance
- Provide Supervisors and the Manager with regular performance feedback on the agents
- Prepares and analyses quality reports for Management review
- Participates in the design of quality monitoring forms and quality standards
- Conduct audit checks on OTRS Ticket and Phone calls weekly basis
- Lead the Training and Operational Documentation
Assistant Team Leader- Service Desk Engineer
Eurofins IT Infrastructure GSC Malaysia
04.2018 - 11.2019
- Delivered technical support to North American and APAC laboratory users, ensuring satisfaction with IT environments and front-end devices.
- Managed end-user accounts, including creation, maintenance, and deactivation.
- Maintained and ensured the reliability of IT infrastructure, including workstations, printers, phone systems, and smartphones.
- Provided technical expertise and guidance to the support team when required.
- Developed and improved Service Desk operating procedures and updated SOPs to reflect evolving processes and technologies.
- Handled IT equipment and consumable orders, ensuring timely procurement and availability.
- Collaborated with the Automation Team to create scripts for optimizing helpdesk workflows and improving efficiency.
- Took ownership of issues, ensuring timely resolution and addressing urgent requests effectively.
- Built in-depth product knowledge to address user questions and resolve issues efficiently.
- Utilized remote access and desk service tools to troubleshoot and resolve technical issues from remote locations.
- Projects: Developed a Knowledgebase Support Portal for end-users using open-source technologies, including Drupal, WAMP, HTML, MySQL, and PHP.
Technical Engineer
Zoom Video Communications
05.2017 - 03.2018
- Provide support to troubleshoot and resolve technical issues reported by customers and other team members through phone, chat, and ticket channels
- Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a x and test/verify x versions
- Provide ideas and assist with creation of documentation and training material for external and internal Support Center content
- Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
- Stay familiar with all of Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry
- Experience with H.323 and SIP protocols from a hardware and network standpoint
Technical Support Engineer
Tradingpost Group Ltd
08.2016 - 05.2017
- Analyze clients’ needs to determine website and email technical requirements
- Assign incoming web-design and coding jobs to the design and construction team and provide support to the teams as required
- Organize work schedule, solve problems regarding the production process and maintain all records in the project management system
- Perform Quality Assurance check on completed Projects to ensure it is of the highest standards prior to sign off
- Monitor the website and provide customer support to ensure the website is online and properly functional
- Communicate and coordinate with internal departments to complete related tasks
Technical Support Engineer
Sage Software Sdn.Bhd
- Consult, advice and guide the customers/partners
- Carry out installation and implementation of Accounting and HRM Solution at customer site
- Provide application architecture and technical support during implementation
- Provide problem analysis, testing and implementation of solutions
- Ensure project meets quality requirements and timely deliverables
- Assist and advise project manager to ensure seamless implementation of the project and Service desk
- Provide pre-sales and post-sales support
- Provide phone and onsite technical support to maintenance contract customers
- To provide MySQL and MS SQL Support to customers
Data Center Operation Exec & Service Desk Analyst
Basis Bay Malaysia
- Act as the first-line problem solving reference point, addressing Data Centre issues as they occur and escalating problems
- Monitor and operate Data Centre’s critical functions and facilities to meet or exceed Service Levels
- Measure and record vital statistics and produce appropriate reports, including shift and weekly reports
- Record and maintain accurate incident and change records and logs
- Respond physically to trouble situations within the local facility and conduct troubleshooting (including of telecom circuits) as may be required
- Ensure inventory list for all the equipment’s are updated periodically with proper change management process
- Provide 'Remote Hands' assistance, as requested by customers
- Chaperone vendors and guests, as may become necessary
- Provide hospitable and enthusiastic assistance to customers and prospects, whether on phone or on premises
- Monitor, correct, and report observed infractions of security policies and procedures
- Communicate regularly with peer Technicians in other Team facilities regarding operational situations and health
- Contribute suggestions for improvements in the quality, integrity, and efficiency of operations regularly
- Adapt to temporary shift schedule changes required to deal with absences of other personnel
- Assist, as available, project activity including any of the following
- Installation, termination, testing and labelling of all cross connects (CAT5 CAT6, Coaxial, and Fibre) in the Data Centre
- Moving and installation of cabinets and relay racks
- Hardware installation including shelves, power strips, rails, cable management, and customer equipment
Education
Diploma In Broadcasting
Malaysian Institute of Integrative Media
04.2001 -
Skills
Excellent Communication
Confident and Energetic
Creative and Resourceful
Dynamic Team Player
Effective personal communication skills
Self-Motivated
Determined
Technical troubleshooting
System troubleshooting
Problem-solving
Teamwork and collaboration
Additional Information
Microsoft Dynamics Fundamentals 365 Office,
Business, Azure, Finance, Operations & Project Operations Course completed, 03/01/23
MS-900 Microsoft 365 Fundamentals, 08/01/24
Microsoft Security, Compliance, and Identity Fundamentals, 08/01/24
Microsoft Azure Fundamentals, 08/01/24
Microsoft CSS Certified Trainer (MCT), 10/04/22
ITIL Foundation Certificate In Service Management, 11/05/23
HRDCorp Train The Trainer (Trainer ID:66528) 30/01/2026
Timeline
Salesforce Business Support Engineer
ViewQwest Sdn Bhd
07.2024 - 02.2025
Freelancer Trainer
Freelancer
06.2023 - Current
Global Training Lead – Incident Manager(Microsoft)
Accenture Technologies
02.2022 - 06.2023
Quality & Training Team Leader- Service Desk
Eurofins IT Infrastructure GSC Malaysia
12.2019 - 02.2022
Assistant Team Leader- Service Desk Engineer
Eurofins IT Infrastructure GSC Malaysia
04.2018 - 11.2019
Technical Engineer
Zoom Video Communications
05.2017 - 03.2018
Technical Support Engineer
Tradingpost Group Ltd
08.2016 - 05.2017
Diploma In Broadcasting
Malaysian Institute of Integrative Media
04.2001 -
Technical Support Engineer
Sage Software Sdn.Bhd
Data Center Operation Exec & Service Desk Analyst
Basis Bay Malaysia