Vinodhiran Mogan
Real Time Analyst
Ipoh
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
10
10
years of post-secondary education
3
3
Certifications
Work History
Real Time Analyst
Nityo Infotech Service Sdn Bhd
03.2024 - Current
- Continuously monitor real-time contact center metrics, including call volumes, chat volumes, agent availability, and service level adherence
- Set up and manage real-time alerts for deviations from established performance thresholds. Respond promptly to these alerts to mitigate any potential issues
- Allocate resources such as agents and queues dynamically to ensure optimal coverage during peak and off-peak hours while minimizing overstaffing during slower times
- Monitor and track agent adherence to schedules and break times, taking corrective actions when necessary to maintain operational efficiency
- Make real-time adjustments to agent schedules, including reassigning tasks, redistributing workloads, and managing breaks to maintain service levels
- Collaborate closely with contact center supervisors and managers to provide real-time updates on performance and work together to address challenges as they arise
- Analyze real-time and historical data to identify trends, anomalies, and areas for improvement, and provide recommendations to enhance operational efficiency
- Maintain detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting
Service Desk Analyst L1
Nityo Infotech Services Sdn Bhd
1 2023 - 02.2024
- To record everyday problems and requirements regarding the services provided to our customers at the level of service level agreements and appropriate solutions to the project scope
- Troubleshooting known problems
- Collecting symptoms, analysing and solving clients problems through remote access and via Teams
- Process management of related incidents or requirements and documentation of changes made
- Cooperation and coordination of service support with other internal departments to handle incidents
- Responsible for taking inbound calls and providing support to clients regarding software/hardware issues
- Microsoft applications, Canvas, Mercury, etc
- Installing and setting up equipment and hardware/software for new and existing employees; performing upgrades when necessary
- Performs other duties as assigned.
IT Operations Analyst L1
DXC Technology
05.2021 - 08.2022
- Performed Level 1 Technical Support tasks for CBA (Commonwealth Bank of Australia)
- Hands-on MyService ticketing tools, logging, escalating and maintaining ticket SLA
- Pick up customer calls in regards of issues ranging from simple issues to a more complicated issues that needs escalation to the L2/L3 engineers
- Following up with clients via Outlook and Teams to ensure the problem is resolved
- Act as the initial point of contact for all computer and system related concerns from clients
- Resolve technical issues related to hardware and software problems
- Managing multiple cases at one time.
Internship
CNLT International Sdn.Bhd
03.2018 - 07.2018
- Monitoring all computer systems in the cooperation
- Example monitor and ensure all computing hardware and software are running at their maximum efficiency
- Conduct regular maintenance of systems
- Example hardware cleaning, disk defragmentation, virus scanning and cable management
- Including troubleshooting system failures such as network connectivity issues
- Sudden system crashes and replacing damaged hardware
- Perform regular upgrades to maintain smooth workflow including software updates
- Replacing Hard drive with Solid state drive and additional Ram modules
- Handle customers problems and complaints
- Keep track on inventory and always update it in the system.
Customer Relation Officer
TGV Cinemas Sdn.Bhd
01.2019 - 12.2019
- Handle customers
- Dealing with any problems or complaints
- Re-stocking the refreshment kiosks and trays.
Education
Bachelor in Information Technology -
Open University Malaysia (OUM)
05.2021 - Current
Diploma in Information Technology - undefined
Multimedia University Cyberjaya
06.2016 - 05.2019
Sijil Pelajaran Malaysia (SPM) - undefined
SMK Anderson Ipoh
01.2011 - 05.2015
Skills
- Printer Configurations
- Microsoft Office
- Windows Configurations
- Analytical Thinking
- Time Management
- Self Motivation
- Scheduling Management
- Spreadsheet expertise
- Forecasting Techniques
- Statistical modeling
Certification
Penjana HRDF
Accomplishments
- Played for Perak State MSSM - Third Place
- U19 Inter-State - Champion
- International Club Championship - Runners-up
- Malaysian Premier League - Champion
- Played for Perak State 2013 - Runners-up
- Played for Perak State 2014 - Runners-up
- Played for Perak State 2015 - 2nd Runners-up
Languages Written
- English
- Bahasa Melayu
- Tamil
- Chinese
References
- DXC Technology Megalatha Ramasamy, 016-3099149, megalatha.ramasamy@dxc.com
- Global Foundries Sivakumaran S/O Appanah (MTS Factory Automation Engineer), +1 518 779-1974, sivakumaran.appanah@globalfoundries.com
- CNLT International Sdn.Bhd Puan Suwaty (Senior Admin Manager), 010-241 7555, cnlt.cm@gmail.com
- TGV Dpluze, Cyberjaya Mr. Suresh (Cinema Manager), 016-242 8858
Timeline
Real Time Analyst
Nityo Infotech Service Sdn Bhd
03.2024 - Current
IT Operations Analyst L1
DXC Technology
05.2021 - 08.2022
Bachelor in Information Technology -
Open University Malaysia (OUM)
05.2021 - Current
Customer Relation Officer
TGV Cinemas Sdn.Bhd
01.2019 - 12.2019
Internship
CNLT International Sdn.Bhd
03.2018 - 07.2018
Diploma in Information Technology - undefined
Multimedia University Cyberjaya
06.2016 - 05.2019
Sijil Pelajaran Malaysia (SPM) - undefined
SMK Anderson Ipoh
01.2011 - 05.2015
Service Desk Analyst L1
Nityo Infotech Services Sdn Bhd
1 2023 - 02.2024
Penjana HRDF
Certified Professional Support Centre Executive, CBS Academy Sdn Bhd
Best Compliment of SEPTEMBER and February 2021
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