Summary
Overview
Work History
Education
Skills
Personal Information
Accomplishments
Software
Timeline
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Niwasini Kumar

System Administrator
Klang,10

Summary

I’m an IT Support & Access Management Helpdesk with 3+ years of experience providing global support and resolving over 14K tickets. I make sure user onboarding runs smoothly, access is managed securely, and issues are solved quickly across different systems. Along the way, I’ve contributed to projects like Toku rollout, Rooster clean-up, migrations, Jira forms revamp, Confluence knowledge base, and team training, all while keeping SLAs and CSAT scores high. I’m known for combining technical know-how with a people first approach, making sure both systems and teams work at their best.

Overview

8
8
years of professional experience
1
1
Language

Work History

System Administrator

DH SSC Malaysia Sdn Bhd (Foodpanda)
Kuala Lumpur, Kuala Lumpur
02.2023 - Current
  • Served as first contact for global users needing IT assistance via Jira Service Desk (JSD), Slack, email, Tableau PSP, Google, etc.
  • Resolved 14K+ tickets in 3 years, ensuring timely issue resolution and excellent customer service.
  • Provisioned and deprovisioned system accesses across multiple platforms, including BPO-related clean-ups.
  • Logged, tracked, and processed technical requests/tickets with proper documentation.
  • Set up staff accounts and ensured seamless access to all company platforms.
  • Communicated with users via chat, email, or face-to-face to troubleshoot and resolve issues.
  • Performed remote troubleshooting for hardware, software, and system access using diagnostic tools and techniques.
  • Investigated, diagnosed, solved, and documented software/system issues.
  • Escalated tickets to local IT or higher-level support (L2/L3/Service Owners) when required.
  • Managed user onboarding and offboarding across multiple systems and platforms.
  • Collaborated with cross-functional teams during migrations, downtimes, and system changes.
  • Monitored access changes and reported new features/functions to relevant departments.
  • Delivered both onsite and remote support for international/global users.
  • Maintained and exceeded SLAs and CSAT performance targets.
  • Supported new BPO launches (whitelisting, access setup, app owner collaboration).
  • Supported new market/vertical launches by identifying system scope and provisioning/deprovisioning access.
  • Contributed to key projects: Toku implementation, Rooster clean-up, system migrations, forms revamp, Confluence knowledge base, automated key parts in the Jira forms for some topics and team training initiatives.
  • Assisted users both physically and remotely to ensure smooth IT operations.
  • Provided feedback and suggestions to improve IT processes and procedures.
  • Supported business continuity during system downtime with necessary actions.
  • Updated and maintained access metrics in coordination with relevant departments.

IT Intern

DH SSC Malaysia Sdn Bhd (Foodpanda)
08.2022 - 01.2023
  • Ensure our internal users have their IT issues resolved (troubleshoot hardware and software issues).
  • Logging and processing all technical requests based on the complaints/tickets received from the users.
  • Managing the company's IT asset.
  • Administration, planning and installation of Windows based systems.
  • Monitoring network status and report to the manager on weekly basis.

Service Desk Engineer Intern

Coverage Technologies Sdn Bhd
Petaling Jaya, Selangor
02.2020 - 06.2020
  • Performed 1st level support to diagnose problems on computing system and involve in onsite projects.
  • Performed monitoring on computing hardware(s) & operating systems conditions.
  • Provided analysis and report on monitor results.
  • Collaborate with technical department to complete the daily task.
  • Performed and assist clients by troubleshooting their hardware and software issues.
  • Prepared SOP for client issues and liaise with vendors for more critical issues.

Salesclerk

Maps Enterprise Sdn Bhd
01.2018 - 05.2018
  • Cross check the DO Forms in the SQL Connect.
  • Prepare commission report.
  • Make sure the cheques are filled up with the correct details and in the record book.

Education

Bachelor's - Business Computing (Hons)

Management & Science University
Shah Alam
04-2023

Diploma - Computer Forensic

Management & Science University
Shah Alam, Selangor, Malaysia
04-2020

Skills

Ability to work in a team

Fast learner

Hardworking

Good communication skill

User support

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Personal Information

  • Date of Birth: 03/24/00
  • Gender: Female
  • Nationality: Malaysian
  • Marital Status: Single
  • LinkedIn : https://my.linkedin.com/in/niwasini-kumar-087006154
  • Muet Band : 3.5

Accomplishments

  • Dean's List, [Semester3, September 2020]
  • Dean's List, [Semester 4, February 2021]
  • Dean's List, [Semester 6, September 2021]
  • Gold Award for 14th IREX ( Best Project )
  • First Class Degree Awarded with Academic Award
  • Panda of the Year Award for 2023| DHSSC Malaysia Sdn Bhd

Software

O365

Netbeans

UBS

Jira Ticketing

Slack

Toku

Google

OKTA

Sailpoint

Timeline

System Administrator

DH SSC Malaysia Sdn Bhd (Foodpanda)
02.2023 - Current

IT Intern

DH SSC Malaysia Sdn Bhd (Foodpanda)
08.2022 - 01.2023

Service Desk Engineer Intern

Coverage Technologies Sdn Bhd
02.2020 - 06.2020

Salesclerk

Maps Enterprise Sdn Bhd
01.2018 - 05.2018

Bachelor's - Business Computing (Hons)

Management & Science University

Diploma - Computer Forensic

Management & Science University

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