Rinashny Gunasegaran
Lead IT Engineer
Subang Jaya,10
Summary
Strong leader and problem-solver dedicated to streamlining operations, reducing costs, and promoting organizational efficiency. Independent decision-maker with sound judgment consistently contributing to company success. Proactive manager with demonstrated leadership abilities, strategic planning expertise, and exceptional problem-solving skills. Approach tasks methodically and in an organized manner to optimize coverage and meet operational demands.
Overview
12
12
years of professional experience
2024
2024
years of post-secondary education
2
2
Languages
Work History
ASSISTANT MANAGER, Infrastructure & Workplace
Kellogg's
Kampung Baharu Nilai, Negeri Sembilan
04.2023 - Current
- Responsible for the design, implementation, and maintenance of the company's IT infrastructure and workplace technologies
- Managing workplace technologies, such as software, hardware, and collaboration tools.
- Developed strong working relationships with staff, fostering a positive work environment.
- Leading IT projects, ensuring they are delivered on time and within budget.
- Analyzing and resolving technical issues related to infrastructure and workplace systems.
- Ensuring the security of IT systems and data.
- Proven ability to lead a team of 5.
Global Support Executive
Jotun Paints (Malaysia) Sdn Bhd
11.2019 - 02.2023
- Streamlined support processes for increased efficiency and faster response times.
- Maintained comprehensive knowledge of industry developments, staying ahead of emerging trends and technologies relevant to global support operations.
- Personally mentored senior management personnel during transitional periods following assignment to new geographic locations.
- Coordinated cross-functional efforts to address complex global support challenges, delivering effective solutions in a timely manner.
- Enhanced customer satisfaction by effectively addressing and resolving global support issues.
- Authored documentation on unique challenges specific to providing support for customers in globally to aid on-site management.
Helpdesk Support
Swift
Kuala Lumpur, Kuala Lumpur
07.2016 - 07.2019
- Serving as the first point of contact for customers seeking technical assistance over the phone or email
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customers
- Direct unresolved issues to the next level of support personnel
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Well versed in Active Directory, Jira and Confluence creation.
- Knowledge in using CISCO, CIPC,Citrix server and Microsoft exchange, VMware and VMSphere
- Configuration and setups of Ms Office application
- Creating incident tickets via salesforce and nexo
- Handling live chats
- Remote Desktop
- Troubleshooting printer, desktop, and laptops
- Troubleshooting browsers
- Creating, unlocking & Troubleshooting user’s account
- Installation of authorized and approved software requests
- Network troubleshooting
- Oversaw decrease in average daily number of trouble tickets by 80% after expanding helpdesk support to 24/7 operations.
Technical Support Specialist
Razer
Petaling Jaya, Selangor
03.2013 - 06.2016
- Handling emails and calls related to Razer device issues
- Troubleshooting Razer gaming devices
- Assisting users to setup and configure their devices
- Driver updates
- Handling purchases related issues
- Software installation
- Resolved 100 technical support inquiries per day.
Education
Primary/Secondary School/O Level - SPM
HIGH SCHOOL
Subang Jaya, 1001.2010
Diploma of Computer Science/Information Technology - INFORMATION TECHNOLOGY
INTI College Subang Jaya
Subang Jaya, 1012.2015
Bachelor of Arts - Business Administration And Management
Sunway University
Petaling Jaya, Selangor, Malaysia 04.2001 -
Skills
Certified cloud practitioner on AWS
Power BI data visualization
Proficient in Azure solutions
Microsoft Office 365
Proficient in Microsoft Web Expression
Proficient in Visual Basic NET
Proficient in Visual Studio
Linux command line proficiency
Effective team leadership
Process optimization expertise
Project planning expertise
Expense management
Summary
Certifications & Skills Summary:
- AWS Certified Cloud Practitioner
- Power BI Certified
- Security Operations Centre (SOC) Certified
- ITIL 4 Foundation Certified
- Service Desk Institute (SDI) Certified
- APMG International Certified Service Desk Analyst
- Microsoft Office Proficient
- Microsoft Azure Fundamentals Certified
- Red Hat Enterprise Linux Knowledge
Key Attributes:
- Strong sense of responsibility
- Highly inquisitive, creative, and resourceful
- Excellent written, verbal, and collaborative communication skills
- Passionate and always eager to learn
Timeline
ASSISTANT MANAGER, Infrastructure & Workplace
Kellogg's
04.2023 - Current
Global Support Executive
Jotun Paints (Malaysia) Sdn Bhd
11.2019 - 02.2023
Helpdesk Support
Swift
07.2016 - 07.2019
Technical Support Specialist
Razer
03.2013 - 06.2016
Bachelor of Arts - Business Administration And Management
Sunway University
04.2001 -
Primary/Secondary School/O Level - SPM
HIGH SCHOOL
Diploma of Computer Science/Information Technology - INFORMATION TECHNOLOGY
INTI College Subang Jaya