JOHN MARCEL
BATU CAVES
Summary
IT automation analyst with over 7 years of experience in troubleshooting IT issues, including Unix, Active Directory, and PuTTY. Proficient in server automation resets and optimizing IT processes. Fluent in Mandarin, enhancing communication in diverse environments.Tech Lead with expertise in IT automation and troubleshooting. Monitors SLA adherence to ensure service quality and conducts monthly ticket audits to enhance operational efficiency. Facilitates training sessions for junior developers, fostering a culture of continuous learning and innovation.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Tech lead
Cognizant
Kuala Lumpur, Malaysia
01.2024 - Current
- Monitored SLA adherence to ensure service quality.
- Conducted monthly ticket audits to maintain efficiency.
- Assisted with handling tickets, calls, and chats.
- Coordinated shift arrangements and rosters.
- Managed escalations and communicated updates effectively.
- Facilitated regular team meetings to monitor progress, address challenges, and adjust strategies as necessary.
- Conducted comprehensive training sessions for junior developers, improving team skills and productivity.
- Established a culture of continuous learning within the technical team, encouraging innovation and professional growth.
- Handled and resolved service user queries within target timeframes, minimising operational disruption.
- Responded to customer concerns quickly and effectively, minimising service disruptions.
- Reported regularly on project data and kept leadership informed of progress.
- Assigned and monitored work of computer-related professionals.
IT AUTOMATION ANALYST
TEXAS INSTRUMENTS
KUALA LUMPUR, MALAYSIA
09.2016 - 09.2023
- RESOLVE CUSTOMER ISSUES
- TROUBLESHOOT SOFTWARE ISSUES
- RESOLVE AUTOMATION ISSUE FOR DALLAS
- HANDLE CALLS FROM ASIA AND DALLAS
- ABLE TO HANDLE UNIX ISSUES
- MONITOR AGED TICKET, BACKLOGS & SLA BREACH
- MAINTAIN CET & MTTR
Education
SPM -
SMK DARUL EHSAN
BATU CAVES01-2015
UPSR -
SJKC KHEOW BIN
BATU CAVES01-2010
Skills
- Operating systems expertise
- Office software proficiency
- VPN configuration and management
- Unix server administration
- Remote access with PuTTY
- Service management with Cherwell
- Cisco collaboration tools
- Active Directory management
- Automation solutions
- Data analysis with Spotfire
- GlobalProtect security solutions
- Two-factor authentication with Entrust
- Google Workspace
- Generative AI
Certification
- MULTIMEDIA PRESENTATION - DISTINCTION
- ELEMENTARY GRAPHIC DESIGN WORD PROCESSING - DISTINCTION
- MULTIMEDIA PRESENTATION DESKTOP PUBLISHING - DISTINCTION
- DATABASE GRAPHIC EDITING AND DESIGN - CREDIT
- DESIGN AND PRINTING COMPUTER PUBLISHING - CREDIT
- MACINTOSH TRAINING
- ITIL AWARENESS
Languages
Chinese (Mandarin)
English
Malay
Tamil
Education
other,other
EMERGENCY CONTACT
NAME : LOORUTHUMARY
RELATIONSHIP : MOTHER
CONTACT : 016 636 7402
Additional information
EXPECTED SALARY
RM4500
AVAILABILITY - IMMEDIATE
Languages
5,C1,6,C2,6,C2,6,C2
REFERENCE
NAME : DAVIDSON MARIA ANTONY
POSITION : MANAGER
COMPANY : TEXAS INSTRUMENT
CONTACT : 01126714670
EMAIL: Davidson.anthony@wipro.com
Timeline
Tech lead
Cognizant
01.2024 - Current
IT AUTOMATION ANALYST
TEXAS INSTRUMENTS
09.2016 - 09.2023
SPM -
SMK DARUL EHSAN
UPSR -
SJKC KHEOW BIN