Devendra Mariappan
Kuala Lumpur
Summary
Solution-focused Senior IT Analyst, known for high productivity and efficient task completion. Specialize in systems analysis, data management, and cybersecurity measures. Excel at problem-solving, communication, and teamwork to drive projects to successful completion. Resourceful professional in the field of computer systems analysis, known for high productivity and efficient task completion. Specialize in system design optimization, data analysis, and network security management. Excel at problem-solving, teamwork, and effective communication to navigate complex projects, and deliver results. Service-oriented Research Interviewer seeking a position with an organization focused on psychological research. Offering many years' experience conducting interviews with a wide range of individuals. Utilize excellent communication skills to quickly gather information.
Overview
16
16
years of professional experience
Work History
Senior IT Analyst
HCL Technologies Malaysia Sdn Bhd
Kuala Lumpur
04.2022 - Current
- Fluent in Mandarin.
- Engaged with clients and related stakeholders to finalize case closures.
- Provided assistance in diagnosing and resolving IT concerns.
- Recorded incident inquiries through various communication channels into helpdesk databases.
- Diagnosed application and network issues using email, call or chat to identify symptoms.
- Handled tasks related to request management.
- Managed timely escalation of unresolved incidents/issues with support for nations like China, Taiwan,Singapore,Korea and Malaysia.
IT Support
Abhidi Solution Sdn Bhd.
Kuala Lumpur
07.2022 - 04.2023
- Company Overview: Hiring Agency for HCL Malaysia.
- Provided multilingual support using Mandarin proficiency for enhanced operational efficiency.
- Ensured timely case closure through follow-ups with external stakeholders.
- Supported user troubleshooting for IT problems.
- Recorded tasks in the relevant helpdesk systems.
- Addressed technical problems via email, call, and chat to ensure smooth operations.
- Supported request handling processes.
- Escalated unresolved incidents promptly across regions including China, Taiwan, Singapore, Korea, Malaysia.
Senior IT Support
Evonik Malaysia Sdn Bhd.
Selangor
01.2021 - 07.2022
- Skilled in speaking and understanding Mandarin.
- Guided new staff through training and modules.
- Develop team rosters following ITIL guidelines.
- Coordinated staff leave schedules.
- Conducted comprehensive report generation for leadership insights.
- Ensured agents consistently met weekly SLAs and performance targets.
- Ensured timely case closure by following up with relevant sources.
- Facilitate the resolution of IT-related concerns.
- Monitored and captured service requests through various communication channels for accurate documentation in support systems.
- Identified symptoms and root causes of incidents via multiple communication channels.
- Supported in managing requests.
- Assigned issues swiftly to avoid delay in troubleshooting and support within affiliated regions.
Senior Servicedesk Analyst /Team Lead
Wipro Limited
Kuala Lumpur
05.2015 - 12.2020
- Mandarin speaker (24/7 shift)
- Retrieved mail from the queue and documented it in the ticket log.
- Collaborated with customers and relevant sources to ensure case resolution.
- Provided assistance for troubleshooting IT problems.
- Logged and documented all incident requests received via email in appropriate helpdesk systems.
- Identified symptoms and root causes of reported incidents by resolving problems via multiple channels.
- Supported in handling request operations.
- Assign issues efficiently and track resolution.
- Formulated a team roster through ITIL standards.
- Organized leave plans for team members.
- Created detailed reports for managerial review.
- Supported multiple countries including China, Taiwan, Hong Kong, Singapore, Japan, Korea, Philippines, India, and Malaysia.
Service Desk and Change Analyst
ATOS SDN BHD
Cyberjaya
08.2013 - 05.2015
- Delivered 24/7 Mandarin language assistance in dynamic work settings.
- Fetched mail from the designated queue and updated tickets accordingly.
- Ensured case closure through customer and source follow-ups.
- Resolved system-related issues to ensure operational efficiency.
- Timely responded to incident requests according to SLA.
- Ensured timely closure of all emergent situations.
- Guided onboarding process for staff recruits.
- Organized team schedule using ITIL framework.
- Assisted in streamlining the process for SLA report generation.
Service Desk and Change Analyst( Recruit for Atos Sdn Bhd)
AGENSI PEKERJAAN GMP (M) SDN BHD
Cyberjaya
01.2013 - 05.2013
- Sourced candidates for Atos Sdn Bhd.
- Delivered 24/7 Mandarin language assistance in dynamic work settings.
- Fetched mail from the designated queue and updated tickets accordingly.
- Ensured case closure through customer and source follow-ups.
- Resolved system-related issues to ensure operational efficiency.
- Timely responded to incident requests according to SLA.
- Ensured timely closure of all emergent situations.
- Guided onboarding process for staff recruits.
- Organized team schedule using ITIL framework.
- Assisted in streamlining the process for SLA report generation.
Servicedesk Analyst
Egenting Group SDN BHD
Kuala Lumpur
01.2012 - 05.2013
- Collected mail from the queue and updated tickets.
- Engaged relevant stakeholders to ensure timely closure of cases.
- Aid in troubleshooting technical issues for users.
- Documented incoming email requests for incidents in designated systems.
Global Service Desk/Help Desk
FUJITSU Kelana Jaya (RSSD)
Kuala Lumpur
12.2010 - 12.2011
- Processed customer emails from the GSD2 mailbox to address reported issues.
- Managed incoming customer calls.
- Resolved password resets for desktop, Blackberry PIN, Orange PIN, and GENA account.
- Ensured customers received accurate solutions from the resolver team.
- Escalate unresolved issues to the customer and ensure follow-up.
- Provided support to countries in Asia and Europe.
Customer Service
SRG Pacific Asia Sdn Bhd(Maxis)
Kuala Lumpur
11.2009 - 11.2010
- Responded to questions about various Maxis services such as prepaid plans, postpaid packages, and broadband options.
- Resolved customer service issues in a timely manner while providing excellent customer service at all times.
- Provided customer service assistance when necessary.
- Completed training courses on customer service techniques.
Interviewer
Tele Nelson Sofres Sdn Bhd
Kuala Lumpur
05.2009 - 07.2009
- Implemented and managed survey processes for external companies.
- Interviewed potential participants to determine eligibility.
- Consulted with clients to indentify survey needs and specific requirements.
Education
Diploma - Computer System/Information Technology, Computer System/Software
Cybernetics International College of Technology
Malaysia05.2011
SPM - Accounts
Sekolah Menengah Temin
jerantut01.2007
Skills
- Technical support
- Request management
- Incident resolution
- Service desk operations
- Customer service
- Team leadership
- Multilingual communication
- ITIL framework
- Troubleshooting and Diagnostics
- Network troubleshooting
- Training and mentoring
- IT vendor management
- IT asset management
- Customer support
- IT troubleshooting
- Support documentation
- Continuous improvement
- IT performance metrics
- IT service management
- Active listening
- Team building
- Configuring Hardware
Personal Information
- Available: 2 months notice (nego)
- IC Number: 891127-06-5023
- Age: 35
- Date of Birth: 11/27/89
- Gender: Male
- Nationality: Malaysia
- Marital Status: Married
Affiliations
- Participate in learning programs
- Spend time with family
Languages
English
First Language
Chinese (Mandarin)
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Malay
Advanced (C1)
C1
References
References available upon request.
Timeline
IT Support
Abhidi Solution Sdn Bhd.
07.2022 - 04.2023
Senior IT Analyst
HCL Technologies Malaysia Sdn Bhd
04.2022 - Current
Senior IT Support
Evonik Malaysia Sdn Bhd.
01.2021 - 07.2022
Senior Servicedesk Analyst /Team Lead
Wipro Limited
05.2015 - 12.2020
Service Desk and Change Analyst
ATOS SDN BHD
08.2013 - 05.2015
Service Desk and Change Analyst( Recruit for Atos Sdn Bhd)
AGENSI PEKERJAAN GMP (M) SDN BHD
01.2013 - 05.2013
Servicedesk Analyst
Egenting Group SDN BHD
01.2012 - 05.2013
Global Service Desk/Help Desk
FUJITSU Kelana Jaya (RSSD)
12.2010 - 12.2011
Customer Service
SRG Pacific Asia Sdn Bhd(Maxis)
11.2009 - 11.2010
Interviewer
Tele Nelson Sofres Sdn Bhd
05.2009 - 07.2009
Diploma - Computer System/Information Technology, Computer System/Software
Cybernetics International College of Technology
SPM - Accounts
Sekolah Menengah Temin
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