Nishan Moogan
Senior Technical Executive
Kuala Lumpur
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality. Reliable employee seeking any technical role position. Offering excellent communication and good judgment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
Work History
Senior Technical Support Engineer
Becton and Dickinson
05.2020 - Current
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
- Analyzed existing SQL queries to identify opportunities for improvements.
- Maintained complex T-SQL queries, views and stored procedures in multi-database environment with little supervision.
- Helped plan data extraction and processing tasks, aiding in eventual deployments.
- Enhanced existing reports with introduction of new system features.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
Senior Technical Support Analyst
Scicom MSC Sdn Bhd
Kuala Lumpur
07.2018 - 04.2020
- Patched software and installed new versions to eliminate security problems and protect data.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Configured hardware, devices and software to set up work stations for employees.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Helped streamline repair processes and update procedures for support action consistency.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
PARTNER SERVICE EXECUTIVE
Foodpanda Malaysia Sdn Bhd
Kuala Lumpur
04.2018 - 08.2020
- Worked with customers to understand needs and provide excellent service.
- Worked flexible hours across night, weekend and holiday shifts.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Collaborated with team members to achieve target results.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
CUSTOMER CARE EXECUTIVE
MyTeksi M Sdn Bhd
Kuala Lumpur
12.2017 - 07.2018
- TIER 2 MALAYSIA - GRAB, Provide customer support to Grab customers in
- Singapore
- Work location is in KL, Malaysia
- Build and maintain good relationships and community building efforts with Grab’s customers
- Guiding our customers in using Grab mobile application, with primary focus on Grab's financial services
- Manage product and service enquiries and any customer issues arising from our customers
- NATIONALITY
- Malaysian
- MARITAL STATUS
- Single
- B2, D
SERVICE DESK ANALYST
Conrergys Sdn Bhd
Kuala Lumpur
02.2017 - 08.2017
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Maintain basic knowledge of client products and/or services
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
- Respond to customer inquiries by referring them to published materials
- Secondarv sources or more senior staff.
IT ANALYST
Jade Services (M) Sdn Bhd, Zalora
Kuala Lumpur
11.2016 - 01.2017
- Identify and assess customers needs based on past interactions to exceed customers, expectations
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Utilize excellent customer service skills and take over escalated calls/walk-ins when needed
- Able to escalate unresolved queries and redirect problems to correct resources when needed
- Ensure proper recording, documentation, and closure
- Ability to multitask, prioritize, and manage time effectively
- Recommend procedure improvements and work on implementation
- Manages financial transactions
- Processes payments by totaling purchases, processing checks, cash, and store or other credit and debit cards
- Alerts management of potential security issues
- Assists with inventory, including receiving and stocking merchandise
- Keeps clientele informed by notifying them of preferred customer sales and future merchandise o
- Potential interest.
CREW MEMBER
BARISTA
01.2014 - 08.2014
- MCDONALDS
- Golden Archers (M) sdn Bhd I Kuala Lumpur, Cashiers work front counters and take orders from customers
- They also serve dine-in customers and handle money
- At times, these associate operate the drive-thru
- These associates keep restaurants clean and prepare alt menu items
- They are expected to take accurate orders and keep supplies stocked
- Promoted la Barista, went for brewing classes
- Worked as barista for 6 weeks
JUNIOR TECHNICIAN
Zaratech (M) Sdn Bhd
Kuala Lumpur
11.2011 - 12.2013
- Organize and manage IT assets, and maintain IT equipment for office and field use, including laptops, monitor, servers, and network devices
- Configure the PC/laptop (Mac OS/Window
- OS)/monitor for employees
- Users workstations maintenance or accessories replacement
- Help manage the repair order and resolve requests in a timely manner
- Troubleshooting for laptop, desktop, smartphone, printer, server, network (LAN / WAN / VPN )
- Liaise wilh vendor/supplier for IT purchasing.
Education
HIGH SCHOOL DIPLOMA - Sciences
Victoria Institution I Kuala, SPM
Foundation - Science
Universiti Tunku Abdul Rahman (UTAR)
Bachelor of Science - Computer And Information Sciences
Diploma in Sotware Engineering
Tunku Abdul Rahman University College 05.2015 - Current
Skills
- Performance Optimization
Timeline
Senior Technical Support Engineer
Becton and Dickinson
05.2020 - Current
Senior Technical Support Analyst
Scicom MSC Sdn Bhd
07.2018 - 04.2020
PARTNER SERVICE EXECUTIVE
Foodpanda Malaysia Sdn Bhd
04.2018 - 08.2020
CUSTOMER CARE EXECUTIVE
MyTeksi M Sdn Bhd
12.2017 - 07.2018
SERVICE DESK ANALYST
Conrergys Sdn Bhd
02.2017 - 08.2017
IT ANALYST
Jade Services (M) Sdn Bhd, Zalora
11.2016 - 01.2017
Bachelor of Science - Computer And Information Sciences
Diploma in Sotware Engineering
05.2015 - Current
CREW MEMBER
BARISTA
01.2014 - 08.2014
JUNIOR TECHNICIAN
Zaratech (M) Sdn Bhd
11.2011 - 12.2013
HIGH SCHOOL DIPLOMA - Sciences
Victoria Institution I Kuala, SPM
Foundation - Science
Universiti Tunku Abdul Rahman (UTAR)
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