PUBALAN ANANTHAN
Shah Alam, Selangor
Summary
Dynamic Service Desk Lead at ITC Infotech with a proven track record in incident management and team leadership. Championed ITIL best practices, significantly reducing ticket backlog and enhancing customer satisfaction. Skilled in client relationship management, I foster collaboration across departments to drive continuous improvement and optimize service desk operations.
Overview
16
16
years of professional experience
Work History
Service Desk Manager
ITC Infotech
07.2024 - Current
- Spearheaded adoption of ITIL best practices within service desk functions, aligning processes with industry standards for optimal results.
- Fostered continuous improvement culture by evaluating processes to identify enhancement opportunities and streamline initiatives.
- Partnered with cross-functional teams to enhance incident management processes and decrease resolution times.
- Facilitated successful completion of major IT projects by delivering essential support services including incident management, problem resolution, and change coordination.
- Streamlined incident management by developing and implementing new processes that improved resolution time.
- Evaluated support ticket trends to pinpoint recurring issues and recommend strategic solutions for enhancement.
- Optimized communication channels between IT departments and users, significantly enhancing user satisfaction scores.
- Optimized communication channels between IT departments and users, enhancing user satisfaction scores.
- Developed best practices for documentation enhancing consistency and accuracy in issue tracking systems.
Team Leader
Fujitsu
06.2018 - 06.2024
- Organized professional development workshops to enhance team expertise and growth.
- Coordinated cross-departmental meetings to improve project execution and collaboration.
- Developed team members' skills through targeted coaching sessions, enhancing individual performance.
Technical Specialist
Xerox
05.2014 - 12.2016
- Delivered customer support by resolving complex technical issues, enhancing user satisfaction through clear communication.
- Created and maintained documentation of technical processes, promoting knowledge sharing and streamlining team collaboration.
- Provided technical support for hardware and software issues, enhancing customer satisfaction.
- Analyzed system performance to identify areas for improvement, driving operational efficiency.
- Collaborated with cross-functional teams to implement new technologies, improving service delivery.
Help Desk Support Specialist
YTL Communications Sdn Bhd
01.2013 - 05.2014
- Achieved high first-contact resolution rates through application of technical knowledge and problem-solving skills.
- Improved customer satisfaction by resolving technical issues promptly and delivering professional assistance.
- Provided technical support for hardware and software issues, ensuring timely resolution.
- Assisted users with troubleshooting network connectivity and application errors, enhancing user experience.
- Documented incident resolutions and created knowledge base articles for recurring issues to streamline support processes.
Help Desk Specialist
SRG Asia Pacific Sdn Bhd
01.2011 - 12.2012
- Guided users through troubleshooting steps to resolve technical issues effectively.
- Recorded support activities in tracking system to ensure accurate, up-to-date documentation.
- Resolved technical issues for end-users across various platforms, enhancing user satisfaction and productivity.
- Managed ticketing system to ensure timely response to service requests and escalations.
- Provided training and support for new software applications, improving team efficiency and user adoption.
Education
Certificate of Higher Education - SPM
SMK Bukit Bintang
Petaling Jaya, 102009
Certificate of Higher Education -
UNIVERSITY OF CAMBRIDGE INTERNATIONAL
Petaling Jaya, Selangor, Malaysia11-2011
Skills
- Service desk management
- SLA management
- Incident response management
- Escalation management
- Service delivery optimization
- Service improvement strategies
- Workflow implementation
- Metric tracking
- Performance analysis
- Documentation skills
- Team leadership
- Client engagement
- Process improvement
Technical Profile
Office 365
,AWS
,ServiceNow
,Azure Active Directory
,Exchange Portal
,Power Bi
Timeline
Service Desk Manager
ITC Infotech
07.2024 - Current
Team Leader
Fujitsu
06.2018 - 06.2024
Technical Specialist
Xerox
05.2014 - 12.2016
Help Desk Support Specialist
YTL Communications Sdn Bhd
01.2013 - 05.2014
Help Desk Specialist
SRG Asia Pacific Sdn Bhd
01.2011 - 12.2012
Certificate of Higher Education - SPM
SMK Bukit Bintang
Certificate of Higher Education -
UNIVERSITY OF CAMBRIDGE INTERNATIONAL