Reka Balasubramaniam
Service Desk & IT Sourcing Vendor Management
Kuala Lumpur
Summary
Experienced with diagnosing and resolving technical issues in timely manner. Utilizes excellent communication skills to understand user needs and provide effective solutions. Track record of maintaining high user satisfaction. Knowledgeable in ITIL best practices and capable of managing high-stress situations to ensure seamless operations. Committed to resolving issues efficiently to enhance user satisfaction and operational efficiency.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
IT Sourcing Vendor Management
Getronics Technology Sdn Bhd
Kuala Lumpur, Kuala Lumpur
03.2021 - Current
- Compares prices amongst various vendor is ordered to make sound purchasing decision
- Works within a given budget to purchase goods and services for technology and operation
- Ensures that products are delivered in a timely manner and that the quality of the goods received is satisfactory
- Negotiates with supplier on price and delivery lead time
- Order goods such as laptops on a continuing basis in order to maintain certain inventory levels
- Evaluates the performance of certain vendors in order to decide whether or not to continue buying from them
- Inventory items in order to determine which ones need to be purchased
- Provide options/alternatives available to address Users Business Requirements and recommendation on hardware
- Maintain operational policies and procedures, including the design and documentation of detailed process flows
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Service Desk
Getronics Technology Sdn Bhd
03.2018 - 03.2022
- First point of contact to provide technical support to incoming queries and issues related to computer systems, software and hardware
- Monitor ticket queues updates and closures and escalation of tickets to other I.T support members to resolve outstanding and high priority cases
- Log all incidents on our IT Helpdesk Software Tool and continuously update the in-built knowledge base
- Developed and implemented an efficient ticketing system to monitor incoming service desk tickets, track incidents, and troubleshoot issues
- Provide clients with information on available upgrades and troubleshoot computer-related problems for internal and external clients
- Administer all aspects of active directory group policy such as creating and managing end-user accounts using active directory
- Works with Team to achieve performance goals and increase productivity
- Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
- Collaborated with team members to optimize workflow, ensuring smooth operations during peak hours.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
Executive of Operational Support Analysis
GCH Giant
Petaling Jaya, Selangor
10.2014 - 04.2018
- Performed troubleshooting, repair, and maintenance of computer systems, hardware and peripherals
- Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues
- Created temporary workarounds to support immediate customer issues.
- Participated in large-scale upgrades and installations
- Increased productivity by training end-users on proper usage of equipment and software applications.
- POS counter configuration and installation
- Weighing scale configuration and install & repair
- Price checker configuration and install & repair
- Pc configuration & network configuration
- HHT (hand handy terminal) configuration and install
- Tested fixes to adequately resolve problems.
- Reduced downtime, ensuring timely completion of projects through proactive monitoring of equipment performance.
System Coordinator
Travex International College
Kuala Lumpur, Kuala Lumpur
04.2014 - 09.2014
- Performed troubleshooting, repair, and maintenance of computer systems, hardware, PC configuration and network configuration and intranet systems, local area networks (LAN)
- Maintained accurate system documentation, facilitating efficient troubleshooting and future updates.
- Worked with third-party vendor support to address product-related issues.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
Diploma in Computer Technology
Malvern International College
04.2010 - 01.2013
Information Technology Infrastructure Library
ITIL
06-2019
Sijil Pelajaran Malaysia (SPM) - Primary/Secondary School/SPM/"O" Level in Others
Sek. Men. Keb. Perempuan Pudu
01.2003 - 01.2007
Skills
Intermediate ITIL
Basic HTML
Basic Css
Basic VBnet
Basic Photoshop CS6
undefinedPreferredworklocation
- Kuala Lumpur, Federal Territory of Kuala Lumpur
- Seremban, Negeri Sembilan
- Shah Alam, Selangor
Personal Information
- Expected Salary: MYR 4,000 to Rm 5,000 - Negotiable
- Date of Birth: 04/11/90
- Gender: Female
- Nationality: Malaysia
Timeline
IT Sourcing Vendor Management
Getronics Technology Sdn Bhd
03.2021 - Current
Service Desk
Getronics Technology Sdn Bhd
03.2018 - 03.2022
Executive of Operational Support Analysis
GCH Giant
10.2014 - 04.2018
System Coordinator
Travex International College
04.2014 - 09.2014
Diploma in Computer Technology
Malvern International College
04.2010 - 01.2013
Sijil Pelajaran Malaysia (SPM) - Primary/Secondary School/SPM/"O" Level in Others
Sek. Men. Keb. Perempuan Pudu
01.2003 - 01.2007
Information Technology Infrastructure Library
ITIL
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