Nithya Narayanan
Cheras
Summary
Experienced professional adept at managing and implementing high-value projects, consistently exceeding MYR million business volumes annually. Strong in business management, public relations, and networking. Stellar track record with positive feedback from past employers. Focused on achieving project objectives within time, cost, quality, scope, benefit, and risk targets. Seeking a permanent staff position to contribute expertise and leadership.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Program Manager
DHL Supply Chain Penang
Bayan Lepas
05.2024 - Current
- Created project plans for Intel IT initiatives
- Evaluated deadlines to ensure prompt delivery of project goals
- Tracked ongoing projects and informed stakeholders on status changes
- Coordinated meetings with technical staff and clients to discuss program requirements.
- Identified potential risks associated with the implementation of new IT programs.
- Resolved conflicts between teams or departments involved in the development of IT programs.
- Provided leadership and guidance to team members on best practices for developing IT solutions.
- Analyzed customer feedback to identify areas of improvement within existing IT programs.
- Created and maintained detailed records of program performance metrics for reporting purposes.
- Ensured compliance with relevant regulations and standards when implementing new IT programs.
- Implemented strategies for improving user experience with existing systems.
- Maintained relationships with vendors by negotiating contracts and monitoring service levels.
- Managed backup, user account and helpdesk systems.
- Maintained knowledge of advances in information technology systems and applications.
- Performed dry run activities to validate system functionality
Senior Project Manager for Migration and ADL Interim Router
Quess Global Malaysia Sdn Bhd
Selangor
04.2023 - 05.2024
- Executed migration projects for CelcomDigi Malaysia Berhad, ensuring seamless transitions from legacy systems to new routers
- Created detailed project plans focusing on timelines, resource allocation, and risk assessment
- Led a cross-functional team of network engineers, technicians, and support staff, providing clear direction and fostering effective communication to ensure project objectives were met.
- Demonstrated exceptional problem-solving skills by identifying and resolving technical challenges and roadblocks during the migration process, ensuring a smooth transition with minimal disruptions to services.
- Proactively managed project budgets and resources, optimizing cost-effectiveness and resource allocation while adhering to project timelines.
- Collaborated closely with technical experts and stakeholders to ensure alignment with project goals and strategic objectives, effectively translating technical requirements into business outcomes.
- Implemented robust monitoring and reporting mechanisms to track the progress of projects, providing regular updates to senior management and stakeholders on project status, risks, and mitigation strategies.
- Established key performance indicators (KPIs) and conducted post-implementation reviews to assess the success of migration and router projects, identifying areas for improvement and optimizing future project performance.
- Collaborated effectively with multiple vendors to meticulously plan and execute a cutover rehearsal, ensuring a seamless transition.
- Maintained open communication with the Cross-Department Management Team (CDMT) through weekly updates, providing critical project insights.
- Demonstrated adept financial management skills by overseeing the budget for the substantial ADL router project.
- Spearheaded the strategic planning of the cutover rehearsal alongside the business team, conducting a comprehensive analysis of its potential revenue impact.
- Presented a thorough assessment of the revenue impact to top management, facilitating informed decision-making.
- Ensured regular weekly updates to Street Corporation (StreeeCo) to keep stakeholders informed of project progress.
- Skillfully managed escalations, addressing challenges promptly and effectively.
- Delivered a comprehensive presentation outlining the minimum business requirements and proposed next steps for consideration.
- Contract
Project Manager
Infokall Solutions Sdn Bhd
10.2021 - 10.2022
- Demonstrated strong project management skills by overseeing the successful completion of projects for Petronas Digital Malaysia Berhad within timelines.
- Skillfully managed a team of four members, efficiently handling project finances, developer management, and daily engagement with business stakeholders.
- Conducted workshops and played a pivotal role in gathering requirements, ensuring alignment with business needs.
- Proficiently administered team employees' schedules, leaves, and contractual renewals.
- Produced comprehensive reports for transparent business updates and efficiently planned project sprints.
- Implemented effective KPI monitoring on a daily and weekly basis to ensure project deliverables were met.
- Conducted User Acceptance Tests to guarantee the quality of final project deliverables.
- Managed project budgets with precision, forecasting, and controlling expenses to ensure adherence to financial constraints.
- Utilized Agile/DevOps methodologies (Scrum, Kanban) to drive project success, promoting efficient project management.
- Demonstrated strong communication skills by analyzing and documenting requirements, and providing regular updates to stakeholders.
- Contract
Team Leader
Brandt International (M) Sdn. Bhd
03.2020 - 05.2021
- Exemplified leadership and management skills by taking full accountability for the Petronas Lubricant, Australia project, ensuring on-time delivery and optimal performance
- Achieved a remarkable 29% increase in profit (AUD 3.9 million) for the organization in 2020, showcasing financial acumen
- Efficiently managed a diverse Australia team, overseeing logistics, invoicing, order creation, and complaint management
- Demonstrated exceptional stakeholder engagement by collaborating daily with key partners
- Administered employee time management, leave approvals, and claims, ensuring operational efficiency
- Showed proactive initiative by creating and delivering training materials for effective team onboarding
- Implemented rigorous KPI monitoring, ensuring daily and weekly targets for order creation, total volume, and total value were met
- Conducted User Acceptance Tests to validate the functionality and reliability of the Oodo Application
- Skillfully led the Customer Service Centre, managing resources, customer relationships, service levels, and process improvements
- Actively stayed updated with industry trends and networks and effectively analyzed budget data on a regular basis
- Contract
Team Lead - EUC Support Engineer
Tech Mahindra ICT Services (M) Sdn. Bhd
01.2016 - 09.2019
- Demonstrated strong leadership and accountability by heading the One Stop Information Technology Centre (IT Hub) with a focus on Next think (ISee) implementation, optimizing asset monitoring for Celcom
- Achieved a 40% reduction in equipment delivery lead-time, enhancing operational efficiency
- Improved internal and customer project reporting management, enhancing transparency
- Enhanced customer interface management by minimizing escalations to management
- Skillfully managed a team of over 30 support engineers, coordinating with vendors such as Microsoft and IBM
- Demonstrated expertise in human resources management, including annual performance appraisals, target setting, skillset monitoring, and people development
- Ensured smooth operations during rollouts, project management, and technical oversight
- Proficient in providing immediate solutions for unknown problems during implementations (Change Management)
- Consistently applied the Lesson Learned Theory in projects
- Managed client relationships with notable organizations, including IBM, Celcom, and Microsoft
- Received Best Employee Awards for 2017 and 2018, reflecting consistent performance excellence
Project Coordinator
Hewlett Packard (M) Sdn. Bhd
02.2015 - 12.2015
- Held complete accountability for Shell's Asset Management Team, overseeing equipment deployment projects covering substantial business operations annually
- Successfully coordinated and deployed technical equipment worldwide in collaboration with Shell's Asset Management Team
- Managed the DW Ticketing Management System on a global scale
Assistant Team Lead & Technical Solution Engineer (L2)
Computer Science Corporation (M) Sdn. Bhd
09.2012 - 03.2013
- Served as a Subject Matter Expert (SME) in Lotus Notes, providing solutions for AON Hewitt and AON Legacy, with business operations exceeding MYR 5 million
- Demonstrated a remarkable 98% resolution rate for trouble tickets without escalation, highlighting technical support excellence
- Reduced user call-back rate by 20% through meticulous root cause analysis and consistent implementation of appropriate solutions
- Prepared test plans and scripts and conducted acceptance tests to ensure vendor updates met company expectations for Lotus Notes
Assistant Team Lead & Technical Solution Engineer
Computer Science Corporation (M) Sdn. Bhd
09.2012 - 03.2013
- Served as a Subject Matter Expert (SME) in Lotus Notes, providing solutions for AON Hewitt and AON Legacy, with business operations exceeding MYR 5 million
- Demonstrated a remarkable 98% resolution rate for trouble tickets without escalation, highlighting technical support excellence
- Reduced user call-back rate by 20% through meticulous root cause analy- sis and consistent implementation of appropriate solutions
- Prepared test plans and scripts and conducted acceptance tests to ensure vendor updates met company expectations for Lotus Notes.
Helpdesk Specialist
Hewlett Packard (M) Sdn. Bhd
08.2008 - 08.2012
- Excelled in a high-volume, 24x7 technical call center environment
- Consistently exceeded call-handling goals, maintaining a 75% first-call resolution ratio and low average talk-time
- Proficiently diagnosed, troubleshooted, and resolved software, hardware, and connectivity issues
- Received outstanding ratings on performance reviews, with particular strengths in teamwork, customer service, communication skills, and technical problem-solving
- Planned and led training sessions for users, contributing to user skill development
- Proficiently handled escalated calls, providing 1st & 2nd Level Technical Support to end-users
- Demonstrated expertise in Microsoft Outlook and Outlook Express configuration, backup, troubleshooting
- Installed VPN and managed computer hardware systems and assembly
- Successfully maintained and tracked assets of PCs and laptops
- Installed and configured network printers and scanners, handling basic troubleshooting
Helpdesk Specialist
Hewlett Packard (M) Sdn. Bhd
08.2008 - 08.2012
- Excelled in a high-volume, 24x7 technical call center environment
- Consistently exceeded call-handling goals, maintaining a 75% first-call resolution ratio and low average talk-time
- Proficiently diagnosed, troubleshooted, and resolved software, hardware, and connectivity issues
- Received outstanding ratings on performance reviews, with particular strengths in teamwork, customer service, communication skills, and technical problem-solving
- Planned and led training sessions for users, contributing to user skill devel- opment
- Proficiently handled escalated calls, providing 1st & 2nd Level Technical
- Support to end-users
- Demonstrated expertise in Microsoft Outlook and Outlook Express configuration, backup, troubleshooting
- Installed VPN and managed computer hardware systems and assembly
- Successfully maintained and tracked assets of PCs and laptops
- Installed and configured network printers and scanners, handling basic troubleshooting.
Education
MBA - Master In Business Administration
OUM Malaysia
04-2025
BSc. - Computer Networking
University of East London
UKDiploma - Computer Science
University Sains Malaysia
Skills
- Scripting for automated C Drive cleanup through SCCM application
- Microsoft Project proficiency
- IT Service Management (ITSM)
- Ticketing Tools expertise
- BitLocker Security Tool proficiency
- Oodo System management skills
- Jira
- Confluence
Certification
- Certification in Oracle Account Creation, Tech Mahindra.
- Certification in Agile Overview, Tech Mahindra.
- Certification in Scrum Fundamentals, Tech Mahindra.
- Certification in Prevent of Sexual Harassment (POSH), Tech Mahindra.
- Certification in New Age of Delivery (NAD), Tech Mahindra.
- Certification in AI
- ITIL Management
- PMP (Project Manangement Certified)
Languages
Malay, English
Accomplishments
- Quess Global Malaysia Sdn Bhd | Apr 2023 - Present
- Date of Birth : 18/04/1984 performance
- Developed and implemented comprehensive project plans, including
- University of East London, UK
- BSc
- In Computer Networking
- University Sains Malaysia
- Diploma in Computer Science
- Collaborated closely with technical experts and stakeholders to ensure
- Progress of projects, providing regular updates to senior management and
- Established key performance indicators (KPIs) and conducted post-
- ITIL Management
- Professionals
- Management, UTM
- Renewed)
- Oxford University
- Of Management, MIM Malaysia
- Performance
- Project insights
- Demonstrated adept financial management skills by overseeing the budget
- Spearheaded the strategic planning of the cutover rehearsal alongside the revenue impact.
References
REFERENCES
Timeline
IT Program Manager
DHL Supply Chain Penang
05.2024 - Current
Senior Project Manager for Migration and ADL Interim Router
Quess Global Malaysia Sdn Bhd
04.2023 - 05.2024
Project Manager
Infokall Solutions Sdn Bhd
10.2021 - 10.2022
Team Leader
Brandt International (M) Sdn. Bhd
03.2020 - 05.2021
Team Lead - EUC Support Engineer
Tech Mahindra ICT Services (M) Sdn. Bhd
01.2016 - 09.2019
Project Coordinator
Hewlett Packard (M) Sdn. Bhd
02.2015 - 12.2015
Assistant Team Lead & Technical Solution Engineer (L2)
Computer Science Corporation (M) Sdn. Bhd
09.2012 - 03.2013
Assistant Team Lead & Technical Solution Engineer
Computer Science Corporation (M) Sdn. Bhd
09.2012 - 03.2013
Helpdesk Specialist
Hewlett Packard (M) Sdn. Bhd
08.2008 - 08.2012
Helpdesk Specialist
Hewlett Packard (M) Sdn. Bhd
08.2008 - 08.2012
MBA - Master In Business Administration
OUM Malaysia
BSc. - Computer Networking
University of East London
Diploma - Computer Science
University Sains Malaysia
Similar Profiles
Jamorris YoungJamorris Young
Warehouse Forklift Operator at DHL Supply ChainWarehouse Forklift Operator at DHL Supply Chain
Gonzalo CabralGonzalo Cabral
Maintenance Supervisor at DHL Supply ChainMaintenance Supervisor at DHL Supply Chain
Neil BirkittNeil Birkitt
Lead Network Planner at DHL Supply ChainLead Network Planner at DHL Supply Chain