DINESH NAIR BAILAND
Desktop Support Engineer
Kuala Lumpur,14
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Desktop Support Engineer
AEON CREDIT SERVICES (M) BHD
3 2023 - Current
- Software and hardware troubleshooting
- VPN configuration / Static / DHCP IP setting
- M365 configuration & troubleshooting
- Sophos authentication troubleshooting / configuration
- Sentinal One (Partial Administrator)
- Knowledge and beginner experience in Zscaler
- Ivanti (remote desktop)
- Running basic command prompt
- VeraCrypt encryption / troubleshooting and configuration
- Windows 10/11 patching (Manual / Auto)
- Imaging / Reformatting laptop
- Handling laptop deployment for users
- Active directory.
Service Desk Analyst
CTC Global
04.2018 - 10.2020
- 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.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
Education
BSc (Hons) E-Business Technology and Management -
KOLEJ TEKNOLOGI YPC IT-WEB
01.2012 - 05.2015
Malaysian Certificate of Education (SPM) - undefined
Methodist Boys Secondary School, Sentul
01.2008 - 05.2009
Skills
Sophos
VeraCrypt
Microsoft Office 365
Zscaler
Ivanti
Sentinal One
Critical Thinking
Time Management
Communication
Team Player
Diagnostic Skills
Analytical Skills
Decision Making Skills
Certification
COMPTIA CySA+ (Cybersecurity Analyst)
Timeline
Service Desk Analyst
CTC Global
04.2018 - 10.2020
BSc (Hons) E-Business Technology and Management -
KOLEJ TEKNOLOGI YPC IT-WEB
01.2012 - 05.2015
Malaysian Certificate of Education (SPM) - undefined
Methodist Boys Secondary School, Sentul
01.2008 - 05.2009
Desktop Support Engineer
AEON CREDIT SERVICES (M) BHD
3 2023 - Current
COMPTIA CySA+ (Cybersecurity Analyst)
Microsoft Azure Fundamentals
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