Shuwarnamukhi Saravanan
Aspiring in IT Technical Specialist
Kuala Lumpur
Summary
Results-driven Technical Support Specialist with over 4 years of experience in IT helpdesk support and data analysis. Adept at troubleshooting, system issue resolution, and enhancing user experience through knowledge implementation. Proficient in handling Level 1 & 1.5 support via email and ticketing systems, ensuring SLA compliance and reducing repeated inquiries. Strong ability to work independently and in team environments, providing efficient IT solutions and support.
Overview
4
4
years of professional experience
2020
2020
years of post-secondary education
Work History
Technical Support Specialist - Level 1
Extreme Reach
06.2024 - 10.2024
- Provided Level 1.5 technical support via email and ticketing system, ensuring 95% of issues were resolved within SLA timelines.
- Diagnosed and troubleshot system-related issues, effectively reducing ticket escalation rates by 30% through proactive problem-solving.
- Managed and tracked IT service tickets, ensuring 100% adherence to SLA compliance and improving response efficiency.
- Assisted with user account management, including password resets and access issues, leading to a 25% reduction in login-related support requests.
- Enhanced troubleshooting processes by implementing standardized diagnostic techniques, improving first-contact resolution rates.
- Developed a structured knowledge base, reducing repeat inquiries by 40% and improving support team efficiency.
IT Helpdesk Support Specialist (Data Analyst)
Atos Service (M) Sdn Bhd
05.2021 - 06.2024
- Provided Level 1 technical support via phone, email, and remote assistance, achieving a 90% first-call resolution rate.
- Diagnosed and resolved hardware, software, and network issues for enterprise users, ensuring minimal downtime and seamless business operations.
- Conducted data analysis on recurring IT issues, leading to the implementation of targeted resolution strategies that reduced repeat incidents by 35%.
- Assisted in Active Directory migrations, troubleshooting domain-related issues to ensure a smooth transition with zero data loss.
- Maintained and monitored Wintel, Virtual, Web, and File servers, proactively identifying performance bottlenecks to improve system reliability.
- Delivered end-user training on Microsoft Office applications and troubleshooting techniques, increasing user self-sufficiency and reducing IT support tickets by 25%.
Customer Service Representative
RHB Bank Customer Contact Service
01.2021 - 07.2021
- Assisted customers with banking product inquiries, including internet banking, loans, and credit cards, ensuring a 95% issue resolution rate.
- Addressed account-related issues, delivering personalized solutions that improved customer satisfaction scores by 20%.
- Handled high-volume inbound calls, maintaining an average response time of under 30 seconds to enhance customer experience.
- Processed transaction-related requests, ensuring 100% accuracy in data entry and adherence to banking regulations.
- Maintained 100% compliance with banking regulations and confidentiality policies, ensuring secure handling of sensitive customer data.
- Developed a quick-reference guide for common banking inquiries, reducing average call handling time by 15% and enhancing team efficiency.
Education
Diploma - Information System
Kolej CQ Tec Sunway
Sijil Kemahiran Malaysia (SKPK) - undefined
Kolej CQ Tec Sunway
Sijil Pelajaran Malaysia (SPM) - undefined
SMK Puchong Permai
Skills
- IT Helpdesk Support & Troubleshooting
- Incident & Ticket Management
- Microsoft Office & IT Infrastructure
- Active Directory & Server Management
- Data Analysis & Reporting
- Customer Service & Technical Assistance
- Knowledge Base Documentation
Notable Career Achievements
- Employee Excellence Award, Extreme Reach, 01/2024
- Recipient of the Best IT Helpdesk Support Award, Atos Service M Sdn Bhd, 01/2022
Training
- ITIL Foundation Certification
- Microsoft Office Specialist (MOS) Certification
- Technical Support & Troubleshooting Training
Core Expertise
- IT Helpdesk Support & Troubleshooting
- Incident & Ticket Management
- Microsoft Office & IT Infrastructure
- Active Directory & Server Management
- Data Analysis & Reporting
- Customer Service & Technical Assistance
- Knowledge Base Documentation
- Process Improvement & Issue Resolution
- Multi-Platform Software Support
- Communication & Team Collaboration
Timeline
Technical Support Specialist - Level 1
Extreme Reach
06.2024 - 10.2024
IT Helpdesk Support Specialist (Data Analyst)
Atos Service (M) Sdn Bhd
05.2021 - 06.2024
Customer Service Representative
RHB Bank Customer Contact Service
01.2021 - 07.2021
Sijil Kemahiran Malaysia (SKPK) - undefined
Kolej CQ Tec Sunway
Sijil Pelajaran Malaysia (SPM) - undefined
SMK Puchong Permai
Diploma - Information System
Kolej CQ Tec Sunway
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