Mugilen Ghanasekaran
Selangor
Summary
A dedicated and motivated professional, eager to apply expertise to improve business performance. Thrives both independently and within teams, leveraging a strong work ethic to adapt quickly and contribute to company goals. Focused on driving growth, efficiency and service value to meet organizational needs.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Support Engineer
STREAMVISION SDN BHD
09.2021 - Current
- Delivering bespoke designs and installation of IPTV, casting, digital signage, high speed internet for accommodation properties and venues to entertain and communicate to their guests.
- Provide level 1 and level 2 technical support for our B2B products and services for the customers based in Malaysia, Australia and New Zealand.
- Accepting inbound calls and emails from Streamvision customers and engaging with them in a friendly and professional manner.
- Triage and resolve L1 and L2 customer issues in a timely and efficient manner.
- Create and manage assigned/allocated support tickets via ConnectWise.
- Escalate incidents to Level 3 support engineers per our escalation policies.
- Diagnose and troubleshot hardware, software and network issues.
- Monitor system performance to identify potential issues.
- Experience in project deployment such as configuring and installing IPTV and Castings servers for hotels.
- Install and configure IPTV servers, including VM deployment and Ubuntu OS installation.
- Configure and manage Access Points in the controller, assigning them to designated locations.
- Perform basic network configurations, including VLAN setup and server port assignments.
- Explain technical information in clear terms to promote better understanding for non-technical users.
Technical Support Engineer
DXC TECHNOLOGY SDN BHD
07.2020 - 09.2021
- Provide Level 1 & 2 technical support for hardware, software, and network-related issues, ensuring timely resolution to minimize downtime.
- Troubleshoot and resolve issues with Local Area Networks (LAN), Wide Area Networks (WAN), and other network systems and onsite.
- Troubleshoot and resolve issues with Local Area Networks (LAN), Wide Area Networks (WAN), and other network systems.
- Install, configure, modify, and repair computer hardware, software, and peripherals to maintain optimal performance.
- Support end-users with password management, security protocols, and account access issues.
- Utilize remote desktop tools such as Citrix, SCCM, HLS, and FMS to diagnose and resolve technical problems efficiently.
- Provide troubleshooting and support for Microsoft Office 365, Outlook, Skype for Business, Microsoft Teams, and other enterprise applications.
- Manage and respond to service, product, and technical inquiries, ensuring accurate information and solutions are provided to clients.
- Facilitate and evaluate complex installations or configurations, offering recommendations for resolution and operational improvement.
- Communicate technical solutions clearly in both written and verbal formats to enhance understanding and efficiency.
- Collaborate with internal teams to ensure Service Level Agreements (SLAs) are met and business productivity is maintained.
- Assist internal and external users in maximizing system productivity while minimizing errors through proactive support and guidance.
SERVICE DESK ANALYST
SCICOM (MSC) BERHAD
01.2014 - 12.2015
- Provide comprehensive hardware and software support for Pearson Examiners globally, ensuring seamless system functionality.
- Manage user accounts and access controls through Active Directory and Office 365, resolving authentication and permission-related issues.
- Support communication and collaboration tools, including Skype for Business and LogMeIn, troubleshooting connectivity and performance issues.
- Utiliz ticketing systems such as ServiceNow and Pivotal CRM P6 to track, prioritize, and resolve technical support requests efficiently.
- Respond to and followed up on support emails, ensuring timely and effective issue resolution.
- Administer and support VMware and Citrix applications, maintaining virtual desktop environments for examiners.
- Escalat high priority incidents to service management, coordinating rapid resolutions for critical technical issues.
Education
Foundation In Engineering -
Multimedia University(MMU)
Bachelor of Science - Business Information Systems
FTMS College
Collaboration With University Of East LondonSkills
- Troubleshooting and Diagnostics
- Hardware & Software support
- Microsoft O365
- Windows OS
- Linux
- SQL Server(Basic)
- Web development(Basic)
Certification
- NIIT Certification in Service Desk Support: A+, N+, Enterprise Business Desktop & Linux (OS)
- NIIT Certification in Service Desk Management: Security+, ITIL & Advanced Excel
- Installing, Configuring and Troubleshooting a Windows PC (A+) NIIT Program
- CompTIA Network+ in Protocols and Internet-working Standard NIIT Program
- Fundamental of Linux Operating Systems NIIT Program
- Enterprise Business Desktop NIIT Program
- CompTIA Security+ NIIT Program
- Advanced Excel NIIT Program
Languages
English
Bahasa Malaysia
Awards
DXC Cyberjaya - GSD Cyberjaya Customer Recognition
Preference
Willing to travel: Yes
Willing to relocate: Yes
Availability: 2 Month notice
Timeline
Support Engineer
STREAMVISION SDN BHD
09.2021 - Current
Technical Support Engineer
DXC TECHNOLOGY SDN BHD
07.2020 - 09.2021
SERVICE DESK ANALYST
SCICOM (MSC) BERHAD
01.2014 - 12.2015
Foundation In Engineering -
Multimedia University(MMU)
Bachelor of Science - Business Information Systems
FTMS College
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