Kayalvili Seeta Paramasivan

Key Responsibilities:

• Provide first-line technical support to end-users via phone, email and Self-Service tickets (SSP).
• Diagnose and resolve hardware, software, and network issues in a timely manner.
• Perform First-level support for end users for IT issues including workstation break/fix, configures, installs, troubleshoot and offer viable solutions to various hardware and software problems
• Collaborate with other IT support teams to escalate and resolve complex issues.
• Create and maintain documentation for IT procedures, troubleshooting guides, and knowledge base articles.
• Assist in the implementation of IT projects and upgrades.
• Ensure security protocols are followed and maintain data integrity.
• Train end-users in basic software and hardware usage.
• Stay updated on emerging technologies and IT best practices.

Skills:

• 5 years of experience in an IT support role.
• Proficient in Windows operating systems.
• Strong knowledge of Microsoft Office Suite and other common business applications.
• Experience with remote desktop support tools.
• Excellent communication and customer service skills.
• Ability to prioritize tasks and work under pressure.

• Perform IT Support Desk support to users through various channels including voice, emails and chat.
• Manages the help desk ticketing system, ensuring the incidents submitted by employees are routed to the correct group with the IT department.
• Perform First-level support for end users for IT issues including workstation break/fix, configures, installs, troubleshoot and offer viable solutions to various hardware and software problems.
• Apply knowledge of particular software and hardware applications and follow standard practices to address user issues.
• Document incoming calls and record specific issues to identify ongoing issues or pattern.
• Collaborate with team members and manager as needed to escalate and fix ongoing issues.
• Work collaboratively with business units and relevant teams to ensure business objectives are met while building constructive business relationships.
• Initiate and drive service improvements by identifying, and providing resolutions to procedural/process gaps in maintaining a Knowledge Management and Quality Assurance areas.

• Take ownership, log calls and incidents to all related quires & requests from Help desk customers.
• Follow up and solve incidents; escalate incidents to proper resolving team.
• Communicate with customers through various means to remotely resolve customers problems; verifies resolution of problem with customer.
• To handle & reply all calls and incidents within timely manner each depending on accounts contractual SLA’s.
• Perform end to end ticket management for all incidents & changes, ensuring each call is progressed till resolution.
• Understanding of ticket priority and ensure adequate service type to be applied on tickets.
• Assign any problems which cannot be resolved during the call to the appropriate support group.
• Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group.
• Contact the customer to assess their satisfaction prior to the closing of a call.

Assist with a variety of life management tasks, including running errands, organizing and attending meetings and ensuring managing director is well prepared for meetings, liaising with clients, suppliers and other staff, arranging travel (e.g., travel agent services such as purchasing airline tickets, reserving hotel rooms and rental cars, and arranging activities, as well as handling more localized services such as recommending a different route to work based on road or travel conditions), devising and maintaining office systems, including data management and filing, finance (paying bills, buying and selling stocks), taking dictation and minutes and shopping (meal planning, remembering special occasions like birthdays)

• Gained experience on the on boarding processes including new hire, intra company movement, change of contract conditions, remuneration changes.
• Other processing including reimbursements, loan processes, salary sacrifice claims, superannuation, tax claims, employee’s personal details and bank details.
• The responsibilities assigned to me has made me understand on the processes of human resources.
• Moreover, it helped me to sharpen my interpersonal skills and self-confidence.
• To add on, I have learned many new things on new work environment such as time management and self-improvement.

Internship.

• General data entry into system, company accounts (profit & loss and balance sheet).
• Printing general materials/documents needs for daily routine work. (use software to split documents, convert document to PDF, etc).
• The responsibilities assigned to me has enabled me to understand and analyze the financial statements of the company.
• In addition, experienced as a receptionist (handle phone calls, receive letters, etc).
• In addition, as a receptionist I learned the soft skills of being courteous, polite, enhanced my interpersonal skills and self -confidence.
• This overall exposure has enabled me to understand the structure, policy changes that affect the day to day operation of the company

• Reimbursement unit financial assistant.
• Data entry, cheque preparation and also payment voucher preparation.
• Manage employee claims (travel, medical, dental).