KESHEN MUNUSAMY

Primary Technical Support for VVIPs (C-Suite, Board Members, HODs, & Senior Consultants)

Responsible for managing and resolving all technical requests from VVIPs, ensuring prompt resolution while adhering to service level agreements (SLA). Proactively respond to requests and incidents, utilizing technical and process expertise to resolve issues efficiently. Escalate critical IT issues to relevant departments for timely approval and assistance.

Key Responsibilities:

• Provide day-to-day IT support, including re-imaging PCs using MDT and configuring healthcare mobile apps.
• Set up and troubleshoot shared/network printers and intranet on PCs.
• Resolve MS Office 2016/365 issues and perform system updates (patches, BIOS).
• Troubleshoot network/internet connectivity issues on laptops and desktops.
• Address shared drive and SharePoint issues, including account login and account lockout issues.
• Configure VPN access and resolve hardware-related problems, including BSOD and BitLocker issues.
• Manage device and printer decommissioning and provide support for mobile device management (MDM) through Intune/Azure.
• Support internal software applications such as Epic Systems, Citrix Workspace, Big-IP Edge Client for VPN, IBM BigFix, Adobe Pro, MS Edge, Tableau Reader, and MS Authenticator & etc.

Company Overview:

(FatNinjas merged company with SRKK on June 2021)
Focused on the continuous operation and management of client environments under SRKK’s Managed Service Provider (MSP) team. As a team leader, I oversee onsite engineers who provide support to clients requiring on-site assistance or as per specific requests.

Each client is assigned a dedicated IT Support Engineer responsible for managing and overseeing all technical aspects of their environment.

Key Responsibilities:

• Proactively review and resolve client requests or tickets while ensuring compliance with Service Level Agreements (SLAs).
• Maintain accountability for billable hours to preserve profitability and accurately track time.
• Act as the primary point of contact between the customer and the MSP team, ensuring clear communication, timely updates, and appropriate prioritization of tickets.
• Provide leadership, guidance, and motivation to team members, fostering a collaborative environment and ensuring alignment with team goals.
• Identify areas for skill development and new training opportunities to improve team performance and efficiency.
• Oversee team quality, ensuring adherence to guidelines and standards while addressing team member queries and challenges.
• Drive productivity and achievement of quarterly KPIs for both individual and team performance.

Company Overview

(FatNinjas before merge company with SRKK on June 2021)

Key Responsibilities:

• Led and managed the Network Operations Center (NOC) team, overseeing the ticket support queue and ensuring timely and efficient resolution of issues.
• Coordinated and executed tasks and projects assigned by the Service Delivery Manager and senior leads.
• Responded to and resolved all system alerts, including backup, server, and network issues, ensuring minimal downtime.
• Configured and maintained hardware, including desktops, servers, and network devices.
• Managed client communication across various channels (email & phone), providing clear and timely updates.
• Created and updated detailed documentation for all completed work, maintaining accurate records for future reference.
• Performed a wide range of IT-related activities to support both client and internal business operations.
• Worked closely with customers and employees to diagnose and resolve computer issues, offering solutions via phone, email, electronic messaging, and on-site visits.

Company Overview

Client: Atos Services (M) Sdn Bhd

Key Responsibilities:

• Provided first-level support via telephone, email, and chat, addressing client requests and technical issues related to software, hardware, and applications.
• Delivered fast, efficient, and friendly customer service while resolving technical issues, both with and without remote tools.
• Documented all client interactions and technical cases accurately using the ServiceNow ticketing system.
• Kept clients informed about resolution steps and escalated tickets when necessary, ensuring timely follow-up and providing incident numbers for future reference.
• Demonstrated a strong understanding of Service Level Agreement (SLA) requirements, managing time and workload effectively to meet established service levels.
• Assisted team leads with various management tasks, including handling Workforce Management (WFM) reports, hourly SLA reports, employee annual leave requests, and tracking daily/monthly productivity.
• Supported ad-hoc tasks to improve team performance and overall service delivery.

Company Overview

Client: Esri Malaysia Sdn Bhd

Key Responsibilities:

• Assisted in managing and supporting the team while overseeing daily operations and ensuring alignment with company objectives.
• Motivated and guided team members by communicating goals, providing feedback, and identifying areas for training and skill development.
• Addressed team members' questions and challenges, ensuring high-quality work and adherence to company guidelines and standards.
• Directed team efforts to achieve productivity and Customer Satisfaction (CSAT) targets, both individually and collectively for the entire center.
• Developed strategies to improve team performance and ensure compliance with company policies and performance goals.
• Led regular team meetings to communicate best practices, update on expectations, and provide ongoing guidance.
• Generated and distributed comprehensive reports on team performance, mission objectives, and deadline progress.
• Ensured team members consistently delivered high-quality customer service, effectively handling customer inquiries and resolving technical issues.

Company Overview

Client: Esri Malaysia Sdn Bhd

Key Responsibilities:

• Delivered high-quality ArcGIS software support to end users, addressing and resolving technical issues efficiently via email, phone, and chat.
• Utilized Salesforce ticketing system to manage, track, and resolve customer technical issues in a timely manner.
• Identified, analyzed, and recommended solutions for customer inquiries by applying a strong working knowledge of ArcGIS products and related technologies.
• Mentored new hires and analysts by providing training materials, technical documentation, and hands-on guidance throughout their probationary period, ensuring their successful integration into the team.
• Contributed to achieving team targets and productivity goals on a weekly and monthly basis.
• Participated in external training sessions provided by the HR team to enhance personal skills and development.