JESHURUN THARMARAJ A/L JEYABAL DEVID
Kuala Lumpur
Summary
Results-driven Senior Analyst with a proven track record in technical, database, and management domains. Skilled in project management and relationship building, demonstrating an ability to assess business processes and identify inefficiencies. Committed to leveraging expertise to drive organizational advancement while adapting to emerging trends in IT and marketing. Thrives in collaborative environments and excels under pressure to deliver impactful results within tight deadlines.
Overview
14
14
years of professional experience
Work History
Senior Analyst (Application Support)
Prudential Assurance Malaysia Berhad
Kuala Lumpur
01.2023 - Current
- Responsible as a first contact to handle any phone call and email from sales agents all over Malaysia regarding to their application issue
- Only supporting Malaysia region
- Tickets / requests are handled using BMC Remedy Salesforce tool
- Responsible for all incidents logged, follow up and follow through to ensure the E2E resolutions within the agreed SLA
- Identifying and resolve issues for users, guiding users through corrective steps
- Register, log and escalates issues to business solution unit for system enhancement and bug fixes
- User access administration
- Technical Skills: BMC ticketing tool, Citrix (Contant Manger, IL system), Raise Tool and Mobility Admin (Security Tool), takafulnet system and prupartner admin
Incident Resolution Management (BP petroleum)
Diebold Nixdorf Incorporated
Kuala Lumpur
10.2021 - 12.2022
- Contact point for customers in the context of specific services and escalation management
- Proactively notify nominated customer/s or Internal stakeholders of potential issues that will impact on service performance and regularly update these clients on call/Ticket/case status
- Coordinating the providers involved in the process on the call level in cooperation with the Supplier Manager
- Act as a single point of contact for customers in terms of escalations
- If required, organizes and lead/participate in a conference call to solve the issue and report progress to the customer and stakeholders
- Reviews the performance of current delivery partners within the service desk environment in cooperation with the supplier manager
- Technical Skills: EBS system, CRM system, knowledgebase, Cisco Finesse, outlook, to check vendor tickets (Telstra & Blue Yonder Portal)
Executive Technical Support L1 at Lenovo
Scicom (MSC) Berhad
Kuala Lumpur
09.2020 - 09.2021
- Assists customers by diagnosing problems and providing resolutions for technical or service-related issues
- Troubleshooting to identify hardware or software products that are defective
- Advanced troubleshooting in compatible, reliable, performance-related issues
- Failure’s replication, troubleshooting, testing, and analysis
- Working technical escalation with Level 2, quality, and product teams for resolution
- Advises & educates customers through the combination of experience & guideline documentation to ensure a solution to their technical issues
- Technical Skills: MSD system, Logmein App, Parts look up, and Lenovo Websites for Hardware and knowledgebase
Technical Support Engineer (Infrastructure)
Tenaga Nasional Berhad
Shah Alam
08.2019 - 06.2020
- Providing the first level of support for customer and system incidents and requests using basic technical and service knowledge
- Assuming initial ownership for the coordination, investigation, and documentation of customer and system incidents
- Performing initial level of diagnosis of problems and incidents and resolving them when appropriate
- Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services and ensure proper documentation for all problems, incidents, and requests
- Technical Skills: MYSSC BMC Ticketing tools, SCCM, Server to Active Directory (email account, group email vendors Email), Server to create WebEx meeting or account, Windows 10, 8, and 7, SAP installation, office 365 with Visio and Project, AutoCAD, repair software
Service Desk Engineer
Atos Services (M) Sdn. Bhd.
Cyberjaya
01.2017 - 06.2019
- Provides Level 1 technical support for all software and hardware within negotiated Service Level Agreements (SLAs)
- Logs all incidents reported via telephone, email or Chats
- Attempts to troubleshoot and resolve all incidents reported to the Help Desk or received via ticketed request
- Distributes and dispatches incidents to the appropriate support groups as needed
- Technical Skills: Service Now (SNOW), SCCM, Server to Active Directory, Windows 10, SAP installation, office 365 with visio and project repair software
Backend, Customer Service
Nol Global Services/APL American President Line
Subang Jaya
06.2015 - 12.2016
- This position exists to process the accurate and timely booking and to send booking confirmation to the clients as well as to perform other booking activities such as a roll or advance booking, cancel the booking, and vessel clean up after sailing
- Conduct booking pre-checks for standard bookings and special bookings such as Dangerous & Hazardous goods, refrigerated shipments, Garment on hangers, and Out of Gauge shipments
Consultant
Maranatha Sdn Bhd
Selangor
04.2014 - 05.2015
- Real Estate and Construction: Successfully facilitated the sale of residential properties and land parcels, demonstrating expertise in real estate transactions
- Consular Services and Immigration Affairs: Coordinated with the Indian High Commission and Sri Lankan High Commission to assist Indian and Sri Lankan citizens facing exploitation in Malaysia
Project Supervisor
Intelligent Effort Sdn Bhd
Selangor
01.2012 - 03.2014
- Establishing clear project objectives, particularly in the context of government initiatives
- Assessing and prioritizing projects aligned with client interests and organizational goals
Executive Administration cum Customer Service (face-to-face)
Penny Khoo & Co
Selangor
11.2010 - 10.2011
- Drafting correspondence pertaining to legal matters, ensuring clarity and accuracy in communication
- Following up with clients to gather necessary documents and information in a timely manner
Education
Bachelor of Information Technology -
University Tun Abdul Razak (UNIRAZAK)
Kuala Lumpur, W.P., Malaysia10-2025
Master of Business Administration -
Malaysia University Science and Technology
Petaling Jaya, Selangor, Malaysia01.2021
Diploma in Information Technology - Security
Riverbank Academy Sdn Bhd
Selangor, Malaysia01.2018
Diploma in Executive Business Management -
Asia College
Rawang, Selangor, Malaysia01.2014
Diploma in Accounting - IAB – International Association of Bookkeepers
Asia College
Rawang, Selangor, Malaysia01.2013
Malaysian Certificate of Education - SPM
Higher Secondary National School Bukit
Malaysia01.2008
Skills
- Ticketing Systems
- Systems and Applications
- Networking and infrastructure
- Productivity tools
- Knowledge Management
- Other tools and utilities
- Industry analysis
- Tech-Savvy
- Network management
- Negotiations expert
- Property sales
- Works well independently
- System administration
- Support case resolution
- Hardware upgrades
- Application installations
- Issue research
- Product knowledge
- Diagnostic techniques
- Hardware configuration
- Computer security
- Root-cause analysis
- Analytical thinking
- Issue escalation
- Service log management
- Ticket management
Professional Development
- Introduction to Python Fundamentals, Coursera, 2024
- Cyber Security Penetration Testing & Assessment, NOSS, 2024
- Introduction to Java, Coursera, 2024
- Security Operation Center Cisco, Coursera, 2023
- Agile and project Management, UDEMY, 2023
- Master Course in Employee Performance management, UDEMY, 2023
- Certified Information Security Manager (CISM), CYBRARY, 2023
- CMI Level 7 Diploma in Strategic Management and Leadership, 2022
- Certificate of Completion (Data Science & Analytics), 2020
- CompTIA Network+, 2019
- PCE Insurance (Pre-Contract Examination), 2019
- ITIL V3 Foundation Certificate in IT Management, 2018
- Participated in SAP Leonardo – Enabling the Intelligent Enterprise, 2018
- IMDG Logistic Code E-Learning Course, 2017
- The Board of Valuers, Appraisers and Estate Agents Malaysia, 2017
Languages
English
First Language
Malay
Upper Intermediate (B2)
B2
Tamil
Elementary (A2)
A2
Timeline
Senior Analyst (Application Support)
Prudential Assurance Malaysia Berhad
01.2023 - Current
Incident Resolution Management (BP petroleum)
Diebold Nixdorf Incorporated
10.2021 - 12.2022
Executive Technical Support L1 at Lenovo
Scicom (MSC) Berhad
09.2020 - 09.2021
Technical Support Engineer (Infrastructure)
Tenaga Nasional Berhad
08.2019 - 06.2020
Service Desk Engineer
Atos Services (M) Sdn. Bhd.
01.2017 - 06.2019
Backend, Customer Service
Nol Global Services/APL American President Line
06.2015 - 12.2016
Consultant
Maranatha Sdn Bhd
04.2014 - 05.2015
Project Supervisor
Intelligent Effort Sdn Bhd
01.2012 - 03.2014
Executive Administration cum Customer Service (face-to-face)
Penny Khoo & Co
11.2010 - 10.2011
Bachelor of Information Technology -
University Tun Abdul Razak (UNIRAZAK)
Master of Business Administration -
Malaysia University Science and Technology
Diploma in Information Technology - Security
Riverbank Academy Sdn Bhd
Diploma in Executive Business Management -
Asia College
Diploma in Accounting - IAB – International Association of Bookkeepers
Asia College
Malaysian Certificate of Education - SPM
Higher Secondary National School Bukit
Similar Profiles
Gideon Sher Sik YeeGideon Sher Sik Yee
IFRS17 Delivery Manager at Prudential Assurance Malaysia BerhadIFRS17 Delivery Manager at Prudential Assurance Malaysia Berhad
Eugene Sia Bi WanEugene Sia Bi Wan
Freelancer Insurance Agent at Prudential Assurance Malaysia BerhadFreelancer Insurance Agent at Prudential Assurance Malaysia Berhad
Cheng Siang Keong (Kev)Cheng Siang Keong (Kev)
Head, Northern 2 Region Agency Growth at Prudential Assurance Malaysia BerhadHead, Northern 2 Region Agency Growth at Prudential Assurance Malaysia Berhad