Summary
Overview
Work History
Education
Skills
Nationality
Timeline
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KAVINESHWARAN VEERACHELVAN

KAVINESHWARAN VEERACHELVAN

IT Support Engineer
Rawang,Puteri Heights, Rawang Selangor, Malaysia

Summary

Diploma graduate in Networking System, astute IT support specialist with 4+ years of experience and proven ability in providing comprehensive technical support to users, resolving complex technical issues, implementing efficient troubleshooting processes, possessing comprehensive knowledge of standard operating systems, networking protocols, and technical support procedures, and adapting to driving user success and revenue growth through innovative solutions and exceptional problem-solving abilities. A detail-oriented team player, a technician has the ability to handle multiple projects simultaneously with a high degree of accuracy. I am committed to excellence through producing positive results and user satisfaction, punctual, reliable, and passionate about consistently exceeding expectations. I am an expert and experienced in troubleshooting computer hardware and software issues in customer-focused environments, am able to work at midnight, work a 24 x 7 rotating shift, and can travel across Singapore. A meticulous personality, a self-motivated individual who is able to work in a fast-paced environment, and a user-oriented individual would like to attach with UOB Bank Singapore.

Overview

5
5
years of professional experience
2
2
years of post-secondary education

Work History

IT Support Engineer

CTC Global Sdn Bhd
HSBC Bank Menara IQ
12.2022 - Current
  • Handle break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair), and execute required technical work in order to bring about resolution to related concerns and issues.
  • Successfully resolved over 95% of technical issues within first contact among bank users, exceeding the bank's target of 90% and improving customer satisfaction by 15%.
  • Escalates concerns from the local IT department to appropriate levels of management to achieve issue resolution with regards to the installation or upgrade of the user's installed software and provided assets.
  • Managed service level standards for response time and quality, enhanced user satisfaction through effective communication, and timely resolution of support tickets.

Customer Support Specialist

Scicom (MSC) Berhad
Federal Territory Of Kuala Lumpur
08.2022 - 11.2022
  • Manage 18–23 incoming emails per day on average from Lenovo customers pertaining to their hardware and software products.
  • Conducting customer satisfaction surveys for each Lenovo customer to understand areas of improvement for the company.
  • Handling customer complaints, providing appropriate solutions and alternatives within time limits, and following up to ensure resolution.
  • Handling tricky support scenarios to ensure customers get the right assistance they need promptly.
  • Adhere to the company's email guide policies to ensure that the email quality is up to the company's standard.

Customer Service Representative

RHB Bank Berhad
Petaling Jaya, Selangor, Malaysia
01.2022 - 07.2022
  • Manage 30 incoming phone calls and generate 10–15 sales leads per day on average for banking and credit card customers.
  • Maintaining high service standards by ensuring that customers' needs are met, besides recommending appropriate financial solutions.
  • Proven success in collaborating with team members on improving call efficiencies, a solid background in providing outstanding service, building customer relationships, and exceeding sales expectations.
  • Adhere to the company's call guide policies to ensure that call quality is up to the bank's standard.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Handle customer complaints, provide appropriate solutions and alternatives within service level agreement time limits.
  • Assisted bank customers in navigating the bank website and improving the overall user experience.

IT Asistant

Camdeus sdn bhd
Kuala Lumpur, Malaysia
02.2019 - 10.2021
  • Assist in installing, configuring, and maintaining the company’s IT framework.
  • Setting up hardware and software applications as and when required.
  • Providing general support for the IT department and the company's computer users.
  • Installing and maintaining various peripherals, as well as installing relevant updates and patches.
  • Provided timely technical support to employees, minimising downtime and maintaining workflow continuity.

Education

DIPLOMA IN NETWORKING (SYSTEM) - Admin, Computer Network, IT Networking (System)

Mastura International College
Rawang, Selangor
03.2013 - 01.2015

Skills

    System Administration

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Nationality

Malaysian

Timeline

IT Support Engineer

CTC Global Sdn Bhd
12.2022 - Current

Customer Support Specialist

Scicom (MSC) Berhad
08.2022 - 11.2022

Customer Service Representative

RHB Bank Berhad
01.2022 - 07.2022

IT Asistant

Camdeus sdn bhd
02.2019 - 10.2021

DIPLOMA IN NETWORKING (SYSTEM) - Admin, Computer Network, IT Networking (System)

Mastura International College
03.2013 - 01.2015

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KAVINESHWARAN VEERACHELVANIT Support Engineer