Summary

Overview

Work History

Education

Skills

Timeline

Contact Information

Karthigan Velu

IT Service Desk Engineer

Seremban

Summary

Enthusiastic and results-driven IT Professional with over 8 years of experience spanning enterprise service desk operations, application support, and onsite hardware engineering. Proven track record of managing high-volume incidents, acting as a Shift Team Lead to ensure strict SLA compliance, and troubleshooting complex Windows, Microsoft 365, and enterprise environments. Seeking a challenging position as a Senior IT Service Desk to leverage leadership experience, technical troubleshooting expertise, and a passion for managing robust IT infrastructures.

Overview

years of professional experience

Work History

IT Service Desk Engineer (Shift Team)

IBM - Kyndryl

11.2022 - Current

Provide Level 1 and Level 2 IT support for SingHealth staff, including Doctors, Administrative Staff, Directors, and Helpdesk Engineers across hospitals and clinics.
Managed high-volume service desk communication channels: inbound phone calls, email, and live chat, ensuring timely and effective support.
Troubleshot and supported a wide range of enterprise Healthcare Application and Cloud Applications, including HVPN, SAP systems, Microsoft Azure, and Citrix Workspace.
Utilized Microsoft Intune for mobile device and application management (MDM/MAM), alongside Symantec Endpoint Protection and IBM BigFix for patch management and endpoint security compliance.
Support hardware and device-related issues on laptops, desktops, smartphones, and hospital equipment, including Windows operating systems, device configuration, and connectivity issues.
Performed Active Directory account administration, including secure password resets, account unlocking, and managing access control permissions.
Acted as the primary coordinator for global or critical incidents impacting multiple SingHealth hospitals, collaborating with Level 2 and relevant teams to drive resolution and maintain real-time status updates until closure.
Documented known issues and solutions for internal knowledge base, facilitating continuous improvement and faster resolution of recurring incidents.
Maintain real-time communication and status updates until closure.
Perform Shift Lead duties during weekdays and weekends by monitoring call volumes, managing workloads, ensuring SLA compliance, supporting team operations and train new joiners.
Take ownership of shift handovers by reviewing pending incidents, following up with users, and ensuring continuity of service.
Maintained high standards of data security, confidentiality, and compliance in strict alignment with enterprise healthcare and organizational IT policies.

DELL Service Desk (Specialist, IT Application Management)

Dell EMC

12.2020 - 10.2022

Provided solutions and serving as the first point of contact for customers seeking technical assistance over the phone and maintenance 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.
Resolved technical issues for end-users, ensuring timely and effective support.
Collaborated with cross-functional teams to enhance service desk operations and customer satisfaction.
Implemented knowledge base updates, improving accessibility to troubleshooting resources.

HP Technical Support (Onsite Engineer)

DellTone Technology

08.2018 - 11.2020

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.
Supported consumer and enterprise HP products across diverse client environments, enhancing user satisfaction.
Traveled to onsite client locations for hardware servicing, minimizing downtime and ensuring efficient operations.
Documented hardware replacements and service history accurately, facilitating streamlined future support.

IT Service Provider

YJ Technology

09.2017 - 07.2018

Provided solutions and maintenance for client devices, including printers, desktops, laptops, hardware, and software components.

Customer Relation Officer

TGV Cinema

01.2016 - 07.2017

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.

Quality Control

SG Gardenia Company

09.2014 - 10.2015

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.