Seeking a fulfilling position as System Engineer and support of all IT Needs that offers growth opportunities and allows me to utilize my leadership skills and experience.
Hi, I’m
KARTHIGAN A/L VELU
IT Application Support
Seremban,Negeri Sembilan
Summary
Overview
11
years of professional experience
Work History
Dell EMC
DELL Service Desk (Specialist, IT Application Management)
12.2020 - 10.2022
Job overview
- Provided solutions and serving as the first point of contact for customers seeking technical assistance over the phone and maintenances for DELL client’s application such as software center/Workspace One application, Office 365, Microsoft Outlook, OneDrive Troubleshooting, domain password reset or unlock account in AD, Recreate profile, Rejoin domain, Vmware horizon client, Windows 10 and 11.
IBM - Kyndryl
IT Service Desk Engineer
11.2022 - Current
Job overview
- Provide Level 1 and Level 2 IT support for SingHealth staff, including doctors, administrative staff, directors, and helpdesk engineers across hospitals and clinics.
- Handle multiple communication channels — inbound phone calls, email, and live chat — in a high-volume service desk environment.
- Troubleshoot and support a wide range of enterprise applications and systems:
- HVPN (Healthcare Virtual Private Network)
- SAP systems
- Microsoft Azure services
- Microsoft Intune (mobile device & application management)
- Symantec Endpoint Protection (antivirus/threat protection)
- IBM BigFix (patch & endpoint compliance)
- Microsoft Office applications (Outlook, Teams, Excel, etc.)
- Citrix Workspace (virtual desktops & apps)
- Support hardware and device-related issues on laptops, desktops, smartphones, and hospital equipment, including Windows operating systems, device configuration, and connectivity issues.
- Perform Active Directory account administration, including password resets, account unlocking, and access control.
- Act as the primary coordinator for global or critical incidents impacting multiple SingHealth hospitals:
- Collaborate with Level 2 and Level 3 support teams to drive resolution.
- Maintain real-time communication and status updates until closure.
- Ensure service level agreements (SLAs) are met for all incident and service requests using:
- IBM ICD (IT Service Management)
- ServiceNow ticketing systems
- Document known issues and solutions for internal knowledge base to support continuous improvement.
- Maintain high standards of data security, confidentiality, and compliance with organizational IT policies.
DellTone Technology
HP Technical Support (Onsite Engineer)
08.2018 - 11.2020
Job overview
- Provided onsite HP hardware support for laptops, desktops, All-in-One monitors, and HP printers.
- Performed hardware diagnostics, replacement, and repair of key components including motherboards, RAM, hard drives, displays, and printer mechanisms.
- Delivered support for both consumer and enterprise HP products in various client environments.
- Drove to onsite client locations to complete hardware servicing and ensure minimum downtime.
- Maintained accurate reporting and documentation for hardware replacements and service history.
YJ Technology
IT Service Provider
09.2017 - 07.2018
Job overview
- Provided solutions and maintenances for client’s devices such as printers desktops laptops hardware and software components to ensure usability troubleshooting hardware and software issues installing and upgrading antivirus software to ensure security at the user level.
TGV Cinema
Customer Relation Officer
01.2016 - 07.2017
Job overview
- In delivering superior customer services and ensure absolute customer satisfaction respond efficiently to customer complaints and enforce ad offer the best quality of product possible. Such friendly management to cope up with teamwork. The hardest part of the job is handling different types of customers with different problems at the same time. The most enjoyable part of the job is the commitment given by my team workers in the busy schedule.
SG Gardenia Company
Quality Control
09.2014 - 10.2015
Job overview
- Inspecting output samples using industry appropriate methods and monitoring the use of equipment to ensure it is safe and discard any that do not meet requirements
Education
SMK Bukit Kepayang
SPM
01.2009 - 12 2013
University Overview
Open University Malaysia (OUM)
Diploma from Information Technology
01.2017 - 11 2019
University Overview
Skills
Able to speak fluently in English, Malay, Tamil & Mandarin
Technical Troubleshooting
Inadept knowledge of hardware and software
Feature Byte Branding on neo System board
System Upgrades
Reformat & Hardware Troubleshooting and parts replacement for laptop, desktop, printers
High Knowledge on Windows 7 and Windows 10 & 11
Timeline
IT Service Desk Engineer
IBM - Kyndryl
11.2022 - Current
DELL Service Desk (Specialist, IT Application Management)
Dell EMC
12.2020 - 10.2022
HP Technical Support (Onsite Engineer)
DellTone Technology
08.2018 - 11.2020
IT Service Provider
YJ Technology
09.2017 - 07.2018
Open University Malaysia (OUM)
Diploma from Information Technology
01.2017 - 11 2019
Customer Relation Officer
TGV Cinema
01.2016 - 07.2017
Quality Control
SG Gardenia Company
09.2014 - 10.2015
SMK Bukit Kepayang
SPM
01.2009 - 12 2013