Gayathire Vellasamy

Summary

Results-driven professional with comprehensive background in strategic planning and execution. Known for delivering impactful solutions that align with business goals and foster team collaboration. Highly adaptable and reliable, skilled in critical analysis and innovative problem-solving to meet evolving organizational needs.

Experienced with data analysis, market research, and strategic development to craft effective business plans. Utilizes critical thinking and innovative problem-solving to align strategies with corporate goals. Track record of enhancing team collaboration and driving results through effective communication and adaptability.

Overview

20

years of professional experience

12

Certifications

2

Languages

Work History

Digital Product Support Services Strategist

PWC

06.2022 - 10.2024

Coach others, recognize their strengths, and encourage them to take ownership of their personal development
Analyze complex ideas or proposals and build a range of meaningful recommendations
Use multiple sources of information including broader stakeholder views to develop solutions and recommendations
Address sub-standard work or work that does not meet firm's/client's expectations
Use data and insights to inform conclusions and support decision-making
Develop a point of view on key global trends, and how they impact clients
Manage a variety of viewpoints to build consensus and create positive outcomes for all parties
Simplify complex messages, highlighting and summarizing key points
Uphold the firm's code of ethics and business conduct
Implemented innovative solutions for optimizing processes, resulting in increased efficiency and reduced costs.
Developed comprehensive strategies by analyzing market trends and consumer behavior to drive business growth.
Engaged in continuous process improvement efforts that led to more efficient workflows saving both time and resources.

Service Desk Manager

OSHRS Sdn Bhd

10.2021 - 11.2021

Responsible for all aspects of Service Desk L1/L2 operation & activities such as productivity, efficiency, responsive, professional, and competent IT technical 1st/2nd line support of incidents
Capable and resourceful to lead the Service Desk Team providing the best services quality to exceed customer's expectation and customer experiences
IT Services & Office Software/Solutions' Technicality sound, equipped with knowledge and capability to work within Service Desk team as an established systems/product specialists to support world-wide global end users
Good troubleshooting skills in Outlook 2016 and mobile device management etc
Capable Implementing and troubleshooting complex Active Directory Group policy configurations
Develop and enhance existing processes, release to the change control process verified documented enhancements to eliminate problems and proactively develop the best services as overall
Recognize the opportunities to improve performances against the Service Level
Guide and support the Service Desk consultants to resolve end user service issues and provide resolution with exceeding customer expectations
Monitors Service Desk performances through statistical reporting and analysis
Lead the people development and career progression of the Service Desk L1/L2 consultants, enhance employee engagement with high performance team driven
Provide proactive Regional IT Service Management to ensure quality SLA delivery and timely resolution of logged issues, inclusive of vendor SLA for services supported by clients' vendor or EUC end users
Review the service point performance and business tracking with relevant parties, proceeding to develop realistic strategies and action plans
Enhance Ricoh's competitive advantage via the deployment of Technology tools available and anticipation of future business trends and tools
Review and enrich service processes to value add into customer benefits
Manage the Service Desk L1/L2 team within the committed time frame and managing performance of the service team in accordance with company policies and targets

Digital Transformation Manager Cum Service Line Manager

Datacom

11.2020 - 06.2021

Company Overview: (Client BAT)
Own and re-define back-office processes to remove unnecessary administrative resources
Create a culture of continuous improvement to ensure processes remain fit for purpose and lean
This will include utilizing the latest advances in technology to optimize efficiency
Ensure all operational datasets are constantly maintained to the highest standards; that contract data is current, accurate and real time
Create data processes and procedures that ensure accuracy and create a culture of data appreciation within the service
Work closely with the Senior Contract Manager to create a planned data driven approach to service management
Utilize the new digital training platform and strategy to deliver local end user training to operational systems
(Client BAT)

Dual Role: Service Desk Manager /Service Delivery Consultant

HCL Technologies

05.2018 - 01.2020

Company Overview: (HCL)
Served as the Service Desk Manager and Service Delivery Consultant responsible for leading the day-to-day activities corporate to service desk and IT security accounts team (21 analysts' total)
Responsibilities included hiring, scheduling, and training service desk employees, conducing yearly reviews
The organization provides 1st level support of IT Helpdesk projects such a Roche, Proctor and Gamble
Increased awareness of IT service outages and planned changes by globally revamping IT communication strategy
Minimized downtime and increased awareness of Priority 1 incidents by developing internal Global IT process and communication strategy
Promoted Service Desk and Self-Help tool services by leading site-wide awareness program
Standardized and improved work processes and weekly / monthly KPI reporting by instituting a global framework
Increased capabilities of new service desk technicians by establishing a technical training program
Prioritized workload and balanced resources through proactive review of ticket queues and participation in project management discussions
Build Service Catalog Items, Record Producers and Order Guides Create Different Reports and add them on to Dashboards in Service Now
Update Service Now Ticketing Tool KB with key words - ROOT Cause Analysis
Ensured all service desk SLAs were met while providing excellent customer service
Developed and analyzed reporting to measure Service Desk performance
Examples include customer satisfaction, analyst performance, phone response utilization, and ticket trending
Provided escalation support for all service desk related needs
Administered and created documentation for the service desk knowledgebase system
(HCL)

Operation Lead Assistant and Incident Manager

Am Corporation

03.2017 - 03.2018

Able to Comprehend the Admin activities in Service Now As well as Understand the Basic User Interface and Navigation in Service Now
Understand Basic Configurations - UI Policies, Client Scripts, UI Actions, Business Rules Create Security rules (ACL) to restrict user access
Define Service Level Agreements in Service Now Ticketing Tool
Lead and entire organization on Train the Trainer to use the Snow Apps
Monitoring the effectiveness of the incident management process and making Recommendations for improvement
Responsible for managing all aspects of day-to-day operation service support
Ensure Incident management processes are followed effectively
Coordination of change management activities as required
Developing and implementing the incident management process
Analyze incident trends and recommending corrective actions, as necessary
Engage and coordinate technical resources across IT support teams
Ensure that the incident management process is followed
Ensuring incident reports include adequate notes for later review and analysis
Ensure follow-up change tickets are submitted and scheduled as appropriate
Conducting classroom training
Identify the best way to approach training requirements, to include, but not limited to, hardware software, simulations, course evaluation and refreshment, assessment centers, oral examinations, interviews, computer assisted and adaptive testing, behavior-based assessment and performance, and team and unit assessment and measurement
Develop and maintain knowledge bases; conduct applied and advanced research methodologies; develops tests, surveys, training materials, data collection measures, statistical and other analyses, and identify, conceptualize, and secure new research and development areas

Service Desk Team Lead

Basis Bay Sdn Bhd

04.2013 - 12.2016

Microsoft APAC Trusted Person: Team Lead for 23 OSS
System Administrator (Takaful Islam Malaysia Project) (4 months)
Team Lead for Service Desk Analyst (8-10 Staffs)
Administrator for SNOW
Service Delivery Executive
IT Operations Executive
Working on a large transformation program, integrating business expectations across business divisions and IT, engaged in enterprise / business analysis, process improvements and overall management
Visualize, strategize, plan and implement Business IT Projects & Enterprise Applications across the organization
Manage the complete lifecycle of all Business Projects and Enterprise applications which involves various stages starting from conceptualization, POC, planning & scheduling, staging & pilot runs, implementation, handovers, upgrades, maintenance, retirement
Interact with Senior Management including Business Heads and Functional Heads, Functional teams, Infrastructure team, Steering Committee members of each business division, Vendors and vendor teams

System Application Support Executive

British America Tobacco

09.2010 - 01.2012

The application administration team was initiated from ground up to support the MEGA application
This was essentially an architecture tool used by the infrastructure designing team
To identify and handle customer queries via e-mail, telephony, and remote support to company clientele
To attend, guide and provide trouble-shooting assistance for customers on their general, technical and other queries daily
Perform fault resolution of known errors and apply known workarounds
To create a positive customer experience through providing efficient and effective solutions or workarounds to customers queries
To ensure all customer queries are handled in accordance to the response time required whilst being compliant to ITIL & SOX requirements
Escalate incident tickets to 2nd/3rd level support teams and then ensuring that notification is sent promptly to Incident and problem managers respectively, for persisting errors and problems
Liaised with level 2 / level 3 support teams to ensure prompt and adequate action is taken on regards to issue/error at hand
Ensured at-least half a day per week is spent with level 2/level 3 support teams to build a effective relationship by increasing knowledge of applications issues and resolution, this in return allowing level 1 to take more workload from level 2/level 3
Sent out weekly email communication briefs / notifications word wide for scheduled or un- scheduled downtime that are expected to take place or currently taking place
Act as focal point in conjunction with the roll out team for such enhancements and provide on- going first line support and advice on behalf of the roll out team
Coordinate with training and quality assurance to identify systematic quality improvement programs are in place accordingly
Responsible for scheduling, ensuring service levels are met through effective scheduling

System Administrator

Scope International

01.2005 - 01.2010

The project encompassed a global scale IT service desk that was customized to both, territorial and market dependent platforms
To identify and handle customer queries via e-mail, telephony and remote support to company clientele
To attend, guide and provide trouble-shooting assistance for customers on their general, technical and other queries daily
To create a positive customer experience through providing efficient and effective solutions or workarounds to customer's queries
To ensure all customer queries are handled in accordance to the response time required whilst being compliant to ITIL & SOX requirements
Escalate incident tickets to 2nd/3rd level support teams and then ensuring that notification is sent promptly to Incident and problem managers respectively, for persisting errors and problems
Liaised with level 2 / level 3 support teams to ensure prompt and adequate action is taken on regards to issue/error at hand
Ensured at-least half a day per week is spent with level 2/level 3 support teams to build an effective relationship by increasing knowledge of applications issues and resolution, this in return allowing level 1 to take more workload from level 2/level 3
Sent out weekly email communication briefs / notifications word wide for scheduled or un- scheduled downtime that are expected to take place or currently taking place

Education

Bachelor of Business Computing (HONS) -

Asia International Institute Of Information Technologies

Skills

Governance & Management

Business IT Transformation

Project & Change Management

Service Desk Management

IT Service Management

Stakeholder Management

IT Strategies & Business Cases

Business Process Mapping

Gap Analysis & Improvements

Project Charters

Estimations & Schedules

Communication

Scope & Requirements Management Plans

Traceability Matrix

Brand strategy

Data analytics

Customer segmentation

Scenario planning

Innovation management

Certification

Certified Service Desk Manager

Techniquesandskills

IT Strategies & Business Cases
Business Process Mapping
Gap Analysis & Improvements
Project Charters
Estimations & Schedules
Communication
Scope & Requirements Management Plans
Traceability Matrix
Stakeholder Lists
Risk Registers
Project Health Monitoring and Status Reporting
Project Go-live
Cutover
Data Migration
Master Data Management
Transition Management Plans
User Acceptance Criteria Definition
Test Planning
Test Case Creation and Execution

Professional Highlights

Successfully completed ISMS project- Supported in delivering a controlled Security service according to industry security best practices.
Successfully Set up a service desk team at client's place (Takaful Malaysia) from the root after taking over from another service provider.
Skilled in collaborating with senior management, customers, business partners, stakeholders, and project teams.
Excellent organization, communication, presentation & interpersonal skills.
Proven ability to lead large cross-functional teams to maximize productivity and ensuring technical solutions meet business requirements.
Utilizing technology to assist in reducing operating costs and increase operating efficiency.

Accomplishments

Resolved product issue through consumer testing.
Documented and resolved Complex which led to Customer Satisfying .
Supervised team of 40 staff members.
Achieved 98% SLA by completing Tickets with accuracy and efficiency.

Timeline

Digital Product Support Services Strategist - PWC

06.2022 - 10.2024

Service Desk Manager - OSHRS Sdn Bhd

10.2021 - 11.2021

Digital Transformation Manager Cum Service Line Manager - Datacom

11.2020 - 06.2021

Dual Role: Service Desk Manager /Service Delivery Consultant - HCL Technologies