RAMYAA THEVI MARIAPPAN
Summary
Over 6 years working experience in IT and customer service field. Skilled in delivering technical support and operations. Successfully implementing new projects especially in mobile applications. Experience in providing technical support in customer service and ticketing systems. Able to remote user via system. Able to adapt quickly to new environments, concepts, and systems. Superior customer relations, problem solving and communication skills. Proven ability to access customer needs and implement effective methods to deliver productive results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Becton Dickinson BD Medical
06.2023 - 06.2024
- Working for New project as Product Advisory (Firmware Upgrade). Setting up a time with medical staff to upgraded the firmware on station of the facilities.
- Assist in resolving complex, time sensitive, and high-risk issues, which include customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, within a timely and professional manner.
- CMM specialist is trained to support two core products, ES and PLX or ES and CIISafe.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Demonstrates effective use of phone and email for communication channel.
- Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes. Uses plain talk to explain complex or technical concepts.
- Sets clear objectives and measure for expectations and timelines (Internal or External)
- Supports the resolution of trending issues.
- Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM)
- Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts when creating/updating Knowledge Articles
- Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met.
- Provides mentorship to others by providing guidance and feedback to help encourage and support quality customer interactions.
- Using SalesForce, Genesys, RSS, Aria, BeyondTrust, Bomgar, SecureLink and ADP system in our workflow.
Resident Engineer (RHB BANK PROJECT)
Getronics Solutions (M) SDN BHD
12.2021 - 03.2023
- Hands-on experience with Windows/Linux/Mac OS environments
- Performs evaluations and makes recommendations on installation of access control devices, cameras, and other hardware and the implementation of corresponding policies and procedures
- Assists in identifying and resolving issues with access control software by working with vendors and internal departments to update and troubleshoot software, and escalates issues as needed
- Familiarity with remote desktop applications and help desk software (eg
- Zendesk, WatchTower)
- Configure and install various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN)
- Troubleshoots computer and network problem for end users (e.g., Cisco, VLANS, DHCP)
- Proactively monitor client updates using SCCM or WSU
- Carries out installation and configuration desktops, laptop, printers
- Got knowledge in CCTV and DVR system
- Got an experience daily backup CCTV footage and checking hard drive
- Good knowledge of VMVARE, Reimagine desktop & Laptop, Switch User account
- Experience in upgrade software in desktop and laptop, join the user domain
- Assemble and load servers with the Hyper-V role, understanding how networking and storage works with Hyper-V
- Having knowledge in system monitoring tool, application performance tool, SQL query, Linux commands, analyze application logs and scripting
- Knowledgeable in MS Office 365.
- Established strong relationships with clients through regular updates on project status while addressing any concerns that arose during the construction process.
- Developed and maintained relationships with suppliers to facilitate quality and timely delivery of materials.
Technical Support
APL CMA-CGM Malaysia, USJ PJ(Shipping&Logistics Company)
01.2018 - 06.2020
- Have basic knowledge on infrastructure like AD/Exchange/DNS/TCP IP/SMTP/Database/Microsoft Server/Vmware/HyperV/Network/Cloud
- Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization
- Install and upgrade computer components and software, manage virtual servers, and integrate automation processes
- Perform regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures
- Standard system administration duties including server install, System/Application install and patch management, OS problem determination and resolution, log analysis, etc
- Work through alerts raised by alert software for proactive fixing
- Create and maintain comprehensive documentation relates to various server platforms configuration(s) and troubleshooting steps.
Back-end Support&Help-desk L1
Red Contact Sdn Bhd, Kuala Lumpur (Practical)
07.2016 - 12.2017
- Handling inbound escalation via ticket which assigned by redone outlet throughout the region
- Attend manager callback and assist with their complaint
- Handle inbound emails from management
- Handling customer call and update in database
- Remote user via system when system got issue.
Customer Service Executive
Scicom Sdn Bhd, Kuala Lumpur
11.2013 - 05.2015
- Taking order with customer and placed to nearest outlet to customer, send orders to McD outlet via system and taking complaints by customer regarding delivery.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Created and maintained detailed database to develop promotional sales.
Education
Bachelor's in Information Technology of Network Technology -
Kuala Lumpur Metropolitan University College
Malaysia10.2018
Skills
- Excellent customer service skills, a strong communicator who is comfortable in managing stakeholder relationships
- Excellent communication and writing skills, including developing and presenting training materials, implementation plans, and diagrams
- Trouble shooting and problem solving, information technology, multi-tasking
- Troubleshooting experience on network Layer 1 and Layer 2 issues, with a knowledge of VPN
- Experience of networking experience, including configuring, analyzing & troubleshooting complex networks
- Experience with Cisco Routing, Switching, Wireless and Security products
- Strong teamwork and interpersonal and communication skills
- Experience in Zen-desk, haw-eye, Watch tower, Zoho Assist, Sam-cure, Work-Place, Gamma & Phoenix system
- Able to create mobile application using Android Studio
- Able to communicate in C
- Debugging, Application installations,Hardware upgrades,Remote Support and Hardware Configuration
- Experience in programming language such as JavaScript, MySQL, C
- Supervised in File Transfer Protocol (FTP), firmware upgrade path
- Directed in Sales Force, Genesys, ARIA, CRM & RSS
Certification
Mobile Application Development, 02/23/16, 04/19/16
Skills
- Excellent customer service skills, a strong communicator who is comfortable in managing stakeholder relationships
- Excellent communication and writing skills, including developing and presenting training materials, implementation plans, and diagrams.
- Trouble shooting and problem solving, information technology, multi-tasking.
- Troubleshooting experience on network Layer 1 and Layer 2 issues, with a knowledge of VPN.
- Experience of networking experience, including configuring, analyzing & troubleshooting complex networks
- Experience with Cisco Routing, Switching, Wireless and Security products
- Strong teamwork and interpersonal and communication skills.
- Experience in Zen-desk, haw-eye, Watch tower, Zoho Assist, Sam-cure, Work-Place, Gamma & Phoenix system.
- Able to create mobile application using Android Studio.
- Able to communicate in C++.
- Debugging, Application installations,Hardware upgrades,Remote Support and Hardware Configuration
Timeline
Technical Support Specialist
Becton Dickinson BD Medical
06.2023 - 06.2024
Resident Engineer (RHB BANK PROJECT)
Getronics Solutions (M) SDN BHD
12.2021 - 03.2023
Technical Support
APL CMA-CGM Malaysia, USJ PJ(Shipping&Logistics Company)
01.2018 - 06.2020
Back-end Support&Help-desk L1
Red Contact Sdn Bhd, Kuala Lumpur (Practical)
07.2016 - 12.2017
Customer Service Executive
Scicom Sdn Bhd, Kuala Lumpur
11.2013 - 05.2015
Bachelor's in Information Technology of Network Technology -
Kuala Lumpur Metropolitan University College
Mobile Application Development, 02/23/16, 04/19/16
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