Jaiganesh Arumugam
Program Director
Kuala Langat
Summary
Accomplished Service Solutions Director and Technical Trainer with over 11 years of experience in telecommunications, specializing in network engineering, technical training, and workforce development. Adept at managing end-to-end service sales, developing comprehensive training programs, and fostering industry partnerships to bridge skills gaps in the telecommunications sector. Proven track record of training and placing over 5,000 network engineers and securing significant funding from key industry organizations, including KPT, HRDCorp, MITRA, and MARA. Recognized for delivering high-impact technical training and achieving exceptional customer satisfaction.
Overview
20
20
years of professional experience
2018
2018
years of post-secondary education
6
6
Certifications
Work History
Service Solutions Director Cum Technical Trainer
Luminous Systems Sdn Bhd
Cyberjaya, 10
01.2012 - Current
- As the Service Solutions Director and Technical Trainer, I have led complex service sales projects and developed and executed technical training programs for the telecommunications industry in Malaysia
- I have played a pivotal role in training and placing over 5,000 network engineers, contributing to the growth of a skilled workforce in the region
- Led end-to-end service sales projects, focusing on the ‘Lead to Cash’ process, customer engagement, proposal development, contract negotiations, and project delivery across Malaysia
- Successfully ensured customer satisfaction while meeting sales and profitability targets
- Trained and successfully placed over 5,000 network engineers and IT professionals in various roles, working with major industry stakeholders to develop training programs and ensure that all courses met professional standards
- Secured funding from key organizations such as Kementerian Pendidikan Tinggi (KPT), HRDCorp (Human Resources Development Corporation), MITRA (Malaysian Indian Transformation Unit), and MARA (Majlis Amanah Rakyat) to deliver high-quality training programs and bridge skills gaps in the telecommunications sector
- Delivered a variety of technical courses including: Mobile Network Solutions, Transmission Technologies (SDH, DWDM, CWDM, WDM-Submarine), Radio Access Networks (RTN), Network Management Systems (NMS-U2000, T2000), Advanced Data Communication and IP Network Technologies
- Delivered these programs through Instructor-Led Training (ILT), eLabs (Online Labs), Live Virtual Classrooms (LVC), and Web-Based Training (WBT), ensuring wide accessibility for participants across Malaysia
- Implemented competence-based learning programs, including the Huawei Technical Competence Assessment & Certification (TCAC), enabling engineers to earn industry-recognized certifications and improve their employability
- Developed tailored training modules for both junior and senior network professionals
- Fostered long-term relationships with clients and stakeholders, working closely to design customized training solutions
- Ensured high customer satisfaction, which led to repeat business and strong partnerships
- Played a key role in business development, conducting market research and competitor analysis to expand service offerings and meet emerging customer needs
- Developed strategies to enhance Luminous Systems' presence in the Malaysian telecommunications sector
- Represented Luminous Systems at major industry events, including telecom exhibitions, seminars, and workshops
- Delivered technical presentations on network transmission technologies and future industry trends, helping position the company as a thought leader in the telecommunications training space
- Successfully placed over 5,000 network engineers in the telecommunications sector, enhancing Malaysia's workforce capabilities
- Developed strategic partnerships with KPT, HRDCorp, MITRA, and MARA, securing significant funding to deliver training programs at no cost to participants
- Delivered over 100 training courses, both in-person and virtually, for telecom operators and engineers across Malaysia
- Provided in-depth training on network management systems (NMS), including U2000 and T2000, ensuring engineers were proficient in the operation and maintenance of complex telecom infrastructure
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Secured key partnerships that contributed to the company''s overall growth strategy and market reach.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
Learning Consultant
Huawei Technologies Malaysia Sdn Bhd
01.2010 - 01.2011
- Developed and implemented training plans for key accounts, focusing on Huawei’s end-to-end product family
- Delivered training on mobile networks, fixed networks, and IP-based FMC programs through various blended learning methods (ILT, eLab, LVC, WBT)
- Participated in training bidding processes and coordinated with cross-functional teams to ensure smooth delivery of training services
- Provided post-training support, including customer feedback collection and continuous improvement of training materials
ITO Service Delivery III
HP Enterprise Services
Cyberjaya, Selangor
01.2006 - 02.2010
- Managed the implementation of technical solutions for backup & restore using Veritas NetBackup, SAP scheduling, and system monitoring across Windows, Unix, Linux, and Sun platforms
- Led cross-functional teams to implement IT service solutions across multiple locations, ensuring the smooth integration of systems and achieving client satisfaction
- Coordinated troubleshooting and resolved technical issues, including backup failures, hardware, and software maintenance
- Acted as a point of contact for clients, ensuring proper communication and project progress tracking
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked effectively in fast-paced environments.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Technical Support
Celcom (M) Bhd / Vads (M) Bhd
01.2005 - 01.2006
- Provided 1st-level technical support for Celcom’s GPRS services, troubleshooting issues related to MMS, Internet services, Email accounts, and more
- Worked with customers to resolve technical queries and ensure seamless service delivery
- Contributed to improving customer satisfaction by providing timely solutions and identifying process improvements
- Provided expert-level technical support, resolving complex issues quickly and effectively.
- Provided technical support, troubleshooting issues, and resolving complex problems for endusers.
- Provided technical support to clients, resolving issues promptly and enhancing customer satisfaction.
- Enhanced customer satisfaction by providing knowledgeable and courteous technical support during installations.
- Provided technical support to junior detailers, fostering skill development and enhancing team performance.
- Provided exceptional technical support, addressing user concerns efficiently and professionally.
- Provided expert technical support, reducing system downtime and minimizing disruptions to daily operations.
- Provided technical support to end-users, resolving issues promptly while enhancing customer satisfaction.
- Provided technical support to colleagues, resolving IT-related issues promptly to minimize downtime.
- Improved regional technical support by streamlining processes and implementing best practices.
- Provided technical support for deployed products, addressing customer concerns promptly and efficiently.
- Provided technical support during construction phase, addressing issues promptly and minimizing delays.
- Provided technical support to hospital staff, enabling timely resolution of equipment-related issues.
- Improved customer satisfaction by providing timely and accurate technical support to field representatives.
Education
Master of Business Administration -
Westminster International College
Bachelor’s Degree - Computer Science / Information Technology, Computational Physics & Electronics
University of Malaya
Higher Secondary / STPM / “A” Level / Pre-University - Sciences
Sekolah Menengah Buyong Adil
Skills
Project management
Problem-solving
Team management
People management
Decision-making
Program management
Operations management
Certification
Lead to Cash (LTC) & Customer Relationship Management (CRM)
Additional Information
MYR 15,000, Selangor, Kuala Lumpur, Cyberjaya, Best Employee of the Month (Awarded multiple times), Strong leadership skills, Excellent communication, Customer relationship management capabilities
Timeline
Service Solutions Director Cum Technical Trainer
Luminous Systems Sdn Bhd
01.2012 - Current
Learning Consultant
Huawei Technologies Malaysia Sdn Bhd
01.2010 - 01.2011
ITO Service Delivery III
HP Enterprise Services
01.2006 - 02.2010
Technical Support
Celcom (M) Bhd / Vads (M) Bhd
01.2005 - 01.2006
Bachelor’s Degree - Computer Science / Information Technology, Computational Physics & Electronics
University of Malaya
Higher Secondary / STPM / “A” Level / Pre-University - Sciences
Sekolah Menengah Buyong Adil
Master of Business Administration -
Westminster International College
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