Mathivanan Mohan

LRS Deployment (Standard Charted Project)

February -August 2024.

• Responsible for installing and configuring the LRS software, including setting up print queues, drivers, and security policies.
• Deploying print drivers and configurations to end-users' devices, ensuring seamless access to printers.
• Monitoring the print environment, troubleshooting issues, and performing regular maintenance tasks to ensure optimal performance.
• Implementing and managing security measures to protect sensitive print data and prevent unauthorized access to printers.
• Providing support to end-users for print-related issues, escalating complex problems to IT administrators.

Technical Support Engineer L2 (2016-2025)

• Provide excellence remote technical support to customers via telephone, e-mail and live chat.
• Diagnose and resolve complex printer malfunctions, connectivity problems, software conflicts, and other technical issues. This may involve on-site visits to customer locations.
• Possess in-depth knowledge of various printer models, technologies (laser, led, etc.), network protocols, and operating systems.
• Leveraged remote diagnostic tools to troubleshoot customer systems effectively such as Screen Meet , Team Viewer , Quick Assistant
• Provided 1st level trouble shooting steps for print management related issue.
• Assist with the installation and configuration of new printers, ensuring seamless integration into existing networks.
• Work closely with other technical teams, vendors, and internal departments to resolve complex issues
• Engaged with general team, Territory managers team, onsite technical team for smooth task delivery order
• Stay updated with the latest printer technologies, software updates, and industry best practices.

Customer Service Representative L1(2013-2015)

• Supplies orders and service support requirements, with a focus on service excellence and first call resolution.
• Answer incoming calls, emails, or chat requests from customers seeking help with their printers.
• Guide customers through basic troubleshooting steps, such as checking connections, restarting devices, and running diagnostic tools.
• Gather information about the customer's issue, including billing issue, printer model, error messages, and any troubleshooting steps already taken.
• Communicate clearly and patiently with customers, providing updates on the status of their issue and explaining technical concepts in a way they can understand
• If unable to resolve the issue, escalate it to Tier 2 support, providing detailed information about the problem and the steps already taken.

June 2012-2013 (Fulfillment)

• Assisted customer pre installation and after installation that is during 2 weeks period.
• Checked order application status, check port availability for the installation.
• Incharged for inbound Unifi faulty reporting calls and escalate
• Keep on track with latest product knowledge , new process flow in order provide accurate and satisfaction to the customer..To provide accurate information / solution / service with excellent telephonecourtesy
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.

July 2010-Jan2011 (Tier 2)

• Assist to resolve any escalation cases from Tier 1 team.
• Diagnose and resolve complex technical problems related to network connectivity, both Streamyx and Unifi services.
• Follow up ageing , complaint cases.
• Used to call zone technician to check type of action has been taken, call NOC (Network Team) to speed the speed, reset port and etc.
• Checked customer status of technician action, escalate to the network or onsite technician superior team for any unresolved , unattended cases
• Applied possible soft skill, available recourses to tackle angry customer issues, aging and complex cases.

May 2008-February 2010 (Tier 1)

• Assisted for inbound telephony and Streamyx faulty issue
• Escalate the trouble ticket to respective unit for further action according to specified Practice and Procedure.
• Keep on track with latest product knowledge , new process flow in order give accurate information and satisfaction to the customer.
• To provide accurate information / solution / service with excellent telephone courtesy
• Responsible to assist customer on billing enquiry.
• Answering and responding to inbound calls on TM product promotion & packages, enquiries, billing and etc according to specified Practice and Procedure.
• Provided accurate information on customer doubt, finding solution always give priority on customer satisfaction.
• Managed to answer 50-80 call per day to meet SLA and KPI

• Efficiently managed manpower planning , employee personnel files, ensuring all documents were up-to-date and in compliance with legal requirements.
• Managed staff coordination, Interview , induction program.
• Planned training plans, coordinating a in house and public training HRD.
• Acted as a reliable point of contact for employees seeking information on company policies, benefits, or general HR matters.
• Incharged for contract workers recruitments and billing, employee medical and insurance and workers welfares.
• Maintained confidentiality of sensitive HR information, adhering to strict privacy guidelines at all times.

• Sold Citibank exclusive services to existing credit card,

holder i.e loan, balance transfer,insurance,cash advance,card

• Promoted company protection plan with minimum charges
• Help to upgrade their existing credit card.
• Ensured achieve for the fixed targets, aware of customers need.

• Worked as backend agent in charge on Singapore credit card processes and application.
• Maintained on processing about 90 new card application a day.
• Made a call arrangement to customer for the verification purpose if any details missing
• Checked acceptable income documents that is Notice of assessment

• Ensured company financial security by consistently meeting or exceeding assigned collection targets.
• Handled 490 customer accounts inclusive of individual and company group accounts.
• Follow up with customers on outstanding payment.
• Prepared credit and debit notes, write off’s and set-off requisitions