Sunmi Kiosk
DHEEPTHI P B SURESH
Sr. Executive - Implementation & Technical Support
Kuala Lumpur
Summary
Sr. Executive - Implementation & Technical Support coordinates 11+ client site evaluations per month, 4–8 client training sessions per month, and 8+ launches per quarter, installation, configuration, training, and post-implementation troubleshooting for POS, ordering, database, and payment integrations. Partners with sales, operations, support, and product teams to resolve bugs, escalate issues, and strengthen customer adoption so launches stay on schedule and service levels on target.
Overview
3
3
Languages
1
1
Certification
15
15
years of professional experience
Work History
Sr. Executive - Implementation & Technical Support
Tabsquare Sdn Bhd
10.2022 - Current
- Specifically, responsible for Database and System installation, training and project management for the TabSquare products & associated interfaces.
- Perform on-site evaluation of client premises for pre-implementation.
- Managed project timelines, installation, and configuration of TabSquare product suite to ensure timely delivery and customer satisfaction.
- Track and resolve issues and escalate issues when required
- Provided application training, demonstrating proficiency in application, database, and content management systems to enhance user competence.
- Be familiar with and adhere to the latest training and installation standards and procedures
- Work with internal support and product teams to ensure service level requirements are exceeded
- Be able to analyze the reasons behind problems / bugs during testing
- Work with customers to ensure that contractual service expectations are exceeded
- Provide pre-sales support to the local sales team
- Performed additional tasks as directed by management.
- Delivered operational support and ongoing maintenance post-implementation, troubleshooting production issues to ensure system reliability.
- Completed various tasks requested by management.
IT Service Desk Engineer
NEC Corporation of Malaysia Sdn Bhd
08.2019 - 10.2020
- Respond to the incoming inquiries/incident/service request (call, e-mail etc.)
- Recorded and managed issues in IT Service Management tool to ensure accurate tracking and resolution.
- Record and manage all recorded issues in the IT Service Management tool.
- Escalate requests/issues to the appropriate resolver group according to SLA (Service level Agreement)
- Provided regular status updates on open incidents and service requests, ensuring timely closure of tickets within SLA.
- Executed daily tasks according to SOP (Standard Operation Procedure) to maintain operational consistency.
- Any other ad-hoc duties as required or assigned
Technical Support Specialist
Changers Network Sdn Bhd
04.2018 - 03.2019
- Responded to incoming inquiries, incidents, and service requests via calls and emails to ensure timely support.
- Perform 1st level troubleshooting with or without remote tools on desktop and basic systems/network issues
- Record and manage all recorded issues in the IT Service Management tool.
- Escalate requests/issues to the appropriate resolver group according to SLA (Service level Agreement)
- Provided regular status updates on open incidents and service requests, ensuring closure of tickets within SLA.
- Executed daily tasks according to SOP to maintain service quality and operational consistency.
- Completed additional duties based on team needs.
Customer Service Agent
Aegis BPO Malaysia Sdn Bhd
12.2017 - 03.2018
- Attracted potential customers by effectively answering product and service questions, enhancing their understanding.
- Suggested additional products and services based on customer needs, fostering upsell opportunities.
- Determining the cause of the problem.
- Selecting and explaining the best solution to solve the problem.
- Resolved product or service issues by clarifying customer complaints, ensuring satisfaction and loyalty.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
HR & Admin Assistant
The Holstein Milk Company Sdn Bhd
07.2017 - 10.2017
- Assist in payroll preparation by providing relevant data, like absences, bonus, overtime and leaves
- Assisted in payroll preparation by providing data on absences, bonuses, overtime, and leaves, ensuring accuracy for timely processing
- Maintain employee records (soft and hard copies)
- Process employees' requests and provide relevant information
- Coordinated HR projects, meetings, and training seminars to facilitate effective team collaboration and employee development
- Collaborate with the Recruiter to post job ads on careers pages and process incoming resumes
- Prepared reports and presentations for internal communication to support decision-making and enhance information sharing
- Manage the department's telephone centre and address queries accordingly
Application Consultant
ADS Consulting Sdn Bhd
04.2016 - 06.2017
- Analyze business processes and provide solutions using Microsoft Dynamics ERP systems
- Gathered customer requirements and conducted gap analysis to identify solution needs
- Implement Microsoft Dynamics GP/NAV/AX and related ISV add-on software according to the firm's standard methodology
- Perform system configuration, installation, data migration and testing
- Customized and configured ERP for integration with multiple systems to enhance functionality
- Provided user training and support to ensure effective system adoption
- Lead project as Project Manager or assist the Project Manager with project status control
- Coordinate with Technical Manager/Solutions Architect on solution design, programming and validation
- Pre-sales support and demonstration of Dynamics ERP and related ISV add-on
Clerical/Administrative Support
Compass Wool Processors Sdn Bhd
10.2015 - 04.2016
- Monitored and maintained adequate stationery supplies
- Answered telephone inquiries and directed calls to appropriate personnel
- Making sure that there is enough stationery
- Typing and setting up documents such as letters and reports
- Keeping computer records up to date
- Using office equipment such as printers, photocopiers and fax machines
- Coordinated staff appointments to optimize scheduling and availability
- Setting up meetings and taking minutes
- Making travel arrangements for clients and staff
- Talman system
- Sending textile sample to foreign country through DHL
HR Software Support
Flexi Team Computer Services Sdn Bhd
05.2013 - 09.2015
- Screened, interviewed, and tested applicants to provide qualified job candidates
- Maintaining personnel records
- Pays employees by calculating pay
- Secured temporary staff from agencies.
- Administers student loan, medical insurance, savings bond, and disability programs by advising employees of eligibility
- Administered student loan, medical insurance, savings bond, and disability programs, advising employees on eligibility
- Providing application information
- Verifying submission
- Notifying employees of approvals.
- Monitors unemployment claims by reviewing claims
- Substantiating documentation requesting legal counsel review.
- Maintains human resources records by recording new hires, transfers, terminations, changes in job classifications, merit increases
IT Trainee
Flextronics
09.2011 - 12.2011
- Installing and configuring computer hardware operating systems and applications
- Monitored and maintained computer systems and networks to ensure optimal performance and reliability
- Guided staff/clients through setup and troubleshooting processes, both in-person and over the phone, to resolve issues effectively
- Talking staff/clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues
- Replaced parts to ensure system functionality.
- Provided support through detailed procedural documentation and relevant reports to facilitate user understanding and system functionality
- Replacing parts as required
- Responding within agreed time limits to call-outs
Education
Diploma of Higher Education - Information Technology
Sunway College
Johor Bahru01-2012
Skills
Microsoft Office (Word, Excel & PowerPoint)
Sage UBS Payroll
IManager U2000 Unified Network Management System
POS system configuration
Payment system integration
Jira
Confluence
End-to-end system implementation
Project coordination & timeline management
System installation & configuration
Database installation
Go-live support
Client training
Troubleshooting & issue resolution
On-site evaluation
Pre-sales support
Service level management
Customer onboarding
Knowledge base management
Accomplishments
Promoted to Sr. Executive – Implementation & Technical Support in recognition of consistently exceeding performance expectations and delivering measurable impact. Successfully led end-to-end implementations of TabSquare Kiosk across multiple client sites, ensuring smooth and timely go-lives. Resolved escalated technical issues efficiently, minimizing client downtime and enhancing satisfaction.
Software
EFTPOS (Adyen)
Sunmi Printer
Certification
Sage UBS Payroll certified user
Interests
Reading
Outdoor activities
Music
Movies
Timeline
Sr. Executive - Implementation & Technical Support
Tabsquare Sdn Bhd
10.2022 - Current
IT Service Desk Engineer
NEC Corporation of Malaysia Sdn Bhd
08.2019 - 10.2020
Technical Support Specialist
Changers Network Sdn Bhd
04.2018 - 03.2019
Customer Service Agent
Aegis BPO Malaysia Sdn Bhd
12.2017 - 03.2018
HR & Admin Assistant
The Holstein Milk Company Sdn Bhd
07.2017 - 10.2017
Application Consultant
ADS Consulting Sdn Bhd
04.2016 - 06.2017
Clerical/Administrative Support
Compass Wool Processors Sdn Bhd
10.2015 - 04.2016
HR Software Support
Flexi Team Computer Services Sdn Bhd
05.2013 - 09.2015
IT Trainee
Flextronics
09.2011 - 12.2011
Diploma of Higher Education - Information Technology
Sunway College